Tina Bedard Peña
Waterloo,IA
Summary
Hardworking and passionate individual who has knowledge of Veridian loan products with strong customer and member skills looking forward to a loan advisor position and eager to help team achieve company goals.
Overview
42
42
years of professional experience
Work History
Member Call Center Representative 3
Veridian ?Credit Union
08.2021 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Trained staff on operating procedures and company services.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
Restaurant General Manager
Hardees
03.1982 - 08.2021
- Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
- Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Carefully interviewed, selected, trained, and supervised staff.
- Addressed customer concerns promptly and professionally, turning potentially negative experiences into positive outcomes.
- Developed and maintained a strong team of motivated staff by providing ongoing training and development opportunities.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Ensured compliance with all health department regulations as well as company policies and procedures.
- Promoted and marketed new menu items to keep the offerings fresh and appealing, resulting in increased sales.
Education
High School Diploma -
West High School
425 E Ridgeway Waterloo, Iowa 5070205.1984
Skills
- Providing Customer Service
- Understanding Customer Needs
- Problem-solving skills
- Professional telephone demeanor
- Building good relationships with members
- Teamwork and Collaboration
- Product selling and upselling
Timeline
Member Call Center Representative 3
Veridian ?Credit Union
08.2021 - Current
Restaurant General Manager
Hardees
03.1982 - 08.2021
High School Diploma -
West High School
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