Veronica Hollenquest
Wetumpka,AL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Member Experience Coordinator
ASE Credit Union
02.2018 - 06.2021
- Open various new accounts, accurately updating and inputting member information into our system.
- Properly explain and educate members regarding services and products offered.
- (Example: Savings/ Checking Accounts, CDs, IRAs, Auto Loans, Personal Loans, Credit Repair Loans, Holiday Loans, Visa Debit Card, Online Banking, Card Valet, etc.)
- Member services also included open/close share certificates, assist members with account questions, fraud/ dispute issues, and notary services.
- Serve as operational support and backup to senior teller as needed or in their absence. This position also included providing teller line assistance on a regular basis.
- Assists with member care center calls as needed.
- Be able to answer inbound and outbound calls from members’ and non-members’ via call center.
- Process payments over phone.
- Assist with FSR/Branch Manager tasks including loan post close process such as scanning and filing loan documentation as needed.
- Create and maintain a clean, neat, and professional work environment for members and team members.
- Comply with all company policies, procedures, and service standards.
- Comply with all applicable laws and regulations.
Senior Lead Teller
Guardian Credit Union
12.2014 - 01.2018
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Answered inquiries regarding checking and savings accounts and other related products.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Replenished ATM funds in empty canisters prior to validation process.
- Introduced customers to other bank team members to help meet financial needs.
- Identified potential needs through observation, questioning, and listening.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Received car loan, home loan, and other payments and posted to accounts.
Key Holder
Dollar General
02.2014 - 12.2014
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Managed store personnel by delegating tasks and supervising daily operations.
- Managed customer needs and delegated tasks to employees for optimal coverage.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
Team Member
Taco Bell
04.2012 - 01.2013
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Contributed to team success by completing jobs quickly and accurately.
- Learned all required tasks quickly to maximize performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Worked different stations to provide optimal coverage and meet production goals.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Maintained productive, efficient approach to all tasks.
- Developed strong cooperative relationships with coworkers and managers.
- Operated register to process payments and collect cash payment for order totals.
Cashier
Winn Dixie
05.2010 - 12.2010
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with returns, refunds and resolving transaction issues.
- Answered questions about store policies and addressed customer concerns.
- Worked closely with shift manager to solve problems and handle customer concerns.
Education
High School Diploma -
Wetumpka High School
Skills
- Costumer Service
- Active Listening
- Microsoft Dynamics
- Billing Adjustments and Refunds
- Understanding Customer Needs
- Customer Consulting
- Microsoft Word
- Call Triaging
- High-Volume Environments
Timeline
Member Experience Coordinator
ASE Credit Union
02.2018 - 06.2021
Senior Lead Teller
Guardian Credit Union
12.2014 - 01.2018
Key Holder
Dollar General
02.2014 - 12.2014
Team Member
Taco Bell
04.2012 - 01.2013
Cashier
Winn Dixie
05.2010 - 12.2010
High School Diploma -
Wetumpka High School
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