Vanessa Parsons

Manage incoming client calls and emails, addressing service needs, scheduling, billing and payment inquiries, and troubleshooting

Process orders, including location, equipment, delivery dates, and service duration, ensuring accuracy

Coordinate with operations for timely delivery and setup of services, and resolve customer concerns related to equipment and service issues

Build and maintain customer relationships through proactive follow-up and identify upselling opportunities

Utilize CRM and Salesforce systems to track orders and manage customer data, supporting customer satisfaction and retention

Resolved member inquiries and ensure follow-up through CRM

Processed account maintenance, transactions, and research requests

Provide service and support for online banking, including password resets and registration

Executed Mastercard disputes, issued debit/credit cards, and processed fee refunds

Utilized multiple systems (OSl, Payments One, CRM, Teams, Five9) to manage tasks efficiently

Responded to member inquiries via phone and chat, resolving issues and providing product guidance

Assisted with online banking support, password resets, and account navigation

Processed card disputes, issued debit/credit/ ATM cards, and performed fee refunds

Utilized multiple systems; Outlook, SAM Xperience, Symitar, Google Chrome, Mitel for efficient task management

Managed multi-line phone system, acting as liaison between departments and greeting visitors

Scheduled appointments for ten staff members, monitored department calendar, and reserved meeting rooms for events

Coordinated email and voicemail inquiries, ensuring timely responses

Removed academic holds/suspensions and communicated updates to students via email

Utilized Microsoft Outlook, Teams, Google Chrome, Cisco, ISRS, and EAB Navigate to manage tasks efficiently

Resolved member requests, inquiries, and concerns via phone and chat, ensuring prompt resolution and satisfaction

Educated members on credit union products and services, aligning offerings with financial goals

Processed online banking password resets, unlock requests, and assisted with registration and navigation

Provided information on membership eligibility, accounts, loan products, and other services

Executed debit card disputes, issued debit/ credit/ATM cards, and performed fee refunds