Vanessa Smith
Jarrell,Texas
Summary
Dynamic customer service professional with a proven track record at Tapco Credit Union, excelling in empathetic communication and escalation handling. Enhanced member relationships and prevented key account losses through proactive problem-solving. Adept in compliance and security protocols, ensuring seamless operations. Recognized for reliability and positive interactions, driving customer satisfaction and loyalty.
Overview
12
12
years of professional experience
Work History
Contact Center Member Service Represenative
Tapco Credit Union
Tacoma , WA
09.2016 - 04.2025
- Educated members about the product and services that would benefit their financial goals.
- Processed loan applications and provided necessary documentation to members.
- Assisted members with account inquiries and transaction requests.
- Handled member complaints and resolved issues in a timely manner.
- Answered incoming calls regarding membership benefits and services.
- Greeted customers in a friendly and professional manner.
- Enhanced member relationships by providing excellent service during each interaction.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Participated in training sessions to enhance product knowledge and customer service skills.
- Provided guidance to members on how best to use products or services offered by the organization.
- Monitored compliance with organizational security protocols when interacting with members.
- Verified identity information on new accounts using established procedures.
- Followed up with customers after their interaction with the organization's services.
- Prevented key account losses by researching discrepancies and correcting problems.
Member Service Representative
America's Credit Union
Lakewood , WA
01.2015 - 09.2016
- Assisted customers with account inquiries and service requests.
- Maintained cash drawer accuracy and balanced registers daily.
- Collaborated with team members to ensure smooth branch operations.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Built and maintained client relationships through quality, personalized interactions.
- Verified customers' identification to ensure compliance with laws and regulations.
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
Key Holder/Lead Sales Associate
Fletchers Jeweler
Tacoma , WA
10.2013 - 12.2015
- Opened and closed the store, ensuring security and proper cash handling.
- Assisted customers with jewelry selection, providing product knowledge and personalized service.
- Assisted customers with inquiries, providing excellent service and support.
- Managed inventory, restocking shelves, and organizing product displays.
- Trained new staff on procedures, policies, and customer interaction techniques.
- Processed cash transactions accurately using point-of-sale systems.
- Collaborated with management on visual merchandising strategies to enhance presentation.
- Managed key holder responsibilities such as opening and closing the store, setting alarms.
- Received shipments from vendors and ensured that all products were properly stocked in their designated locations.
- Verified accuracy of register tills at beginning and end of shift.
Education
Associate of Applied Science -
El Paso Community College
El Paso, TX05-2009
High School Diploma -
Andres High School
El Paso, TX05-2007
Skills
- Articulate and well spoken
- Empathetic customer service communicator
- Self-sufficient and reliable
- Positive and friendly
- Escalation handling
Timeline
Contact Center Member Service Represenative
Tapco Credit Union
09.2016 - 04.2025
Member Service Representative
America's Credit Union
01.2015 - 09.2016
Key Holder/Lead Sales Associate
Fletchers Jeweler
10.2013 - 12.2015
Associate of Applied Science -
El Paso Community College
High School Diploma -
Andres High School