Wendy Guzman
San Marcos,CA
Summary
Dynamic leader and critical thinker with a proven track record at San Diego County Credit Union, enhancing customer satisfaction and streamlining operations. Skilled in communication and computer literacy, I led successful system migrations and fostered a collaborative environment, significantly boosting team productivity. Fluent in Spanish, I excel in cross-departmental collaboration and compliance, driving continuous improvement.
Overview
19
19
years of professional experience
Work History
Card Services Supervisor
San Diego County Credit Union
08.2021 - 11.2024
- Supervised department staff of 15 case processor and 5 phone support team through training and guidance.
- Offered leadership support to boost productivity.
- Coordinated department staffing schedule to guarantee sufficient coverage for service levels.
- Performed staff evaluations, offering constructive feedback for professional growth.
- Established clear communication channels within the team, fostering a collaborative work environment that encouraged knowledge sharing.
- Enhanced customer satisfaction by implementing efficient card services strategies and streamlining processes.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Enabled ongoing monitoring, auditing, and reporting to ensure compliance.
- Collaborated with other departments to create seamless customer experiences throughout all stages of the card lifecycle.
- Engaged in comprehensive compliance training regularly.
- Oversaw successful system migrations, minimizing downtime and ensuring smooth transitions for both customers and employees.
- Managed a high-performing team of card services representatives, ensuring consistent delivery of exceptional service to customers.
Member Services Team Lead
San Diego County Credit Union
11.2016 - 08.2021
- Led monthly staff meetings, promoting open communication and collaboration within the team.
- Increased member retention, consistently providing exceptional service and support.
- Provided regular coaching and feedback to team members, fostering a culture of continuous improvement.
- Managed escalated customer concerns, ensuring timely resolution and positive outcomes.
- Resolved customer issues through thorough dispute investigation.
- Trained new personnel regarding company operations, policies.
- Accountable for case processing completion within regulatory guidelines of 45 day for ATM Disputes and 90 days credit card disputes.
- In charge of debit and credit card stock inventory and managed monthly card audits.
- Trusted in gathering team member data to assist management in the review process.
ATM/Visa Representative II
San Diego County Credit Union
12.2008 - 11.2016
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Accountable for processing 200+ Visa Dispute and Fraud Cases. Analyzing contracts and agreements provided by cardholders and determining the best course of action to recover funds.
- Trusted in cross training 5 ATM Visa Representative I.
- Collaborated with the Fraud Investigations Department and Visa to set strategies to reduce fraud trends. Resulting in over 100 new strategies created based on card fraud trends.
- Assisting members with Visa related questions such as statement balance, interest charges, cash advances and any issues associated with the usage of a debit or credit card.
- Responsible for Internal and external department reports.
- Assisted team members in general ledger account research and balancing.
- Managed application access for new team members.
- Handle all communications with members verbal and in writing.
- · Assisted management in projects such as RG upgrades for disputes/fraud cases and Travel.
ATM/Visa Representative I
San Diego County Credit Union
06.2005 - 12.2008
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Responsible for handling over 200+ Visa disputes and fraud cases monthly. This role involves examining documentation submitted by cardholders to evaluate and determine the most effective strategy for recovering funds.
- Responsible in analyzing transactions and reporting any fraud trends.
- Responsible for reports associated to Visa Credit and Debit cards.
- Assisting members with Visa related questions such as statement balance, interest charges, Cash Advance and Visa disclosure.
- Assisting Branch 27 branch locations and Information Center Specialist with Visa Statement questions and Visa products such as Photo Cards, Visa Gift Cards, Fly Miles and Visa Travel Cards and pre-paid cards.
- Handle all communications with members verbally and in writing.
- Collaborated with management team on special projects as needed.
Education
Bachelor of Arts - Political Science
San Diego State University
San Diego, CA05-2002
Skills
- Critical thinking
- Active listening
- Communication skills
- Oral and written communication
- Leadership
- Computer literate
- Customer service
- Time management
- Problem solving
- Fluent in Spanish
- Research expertise
Timeline
Card Services Supervisor
San Diego County Credit Union
08.2021 - 11.2024
Member Services Team Lead
San Diego County Credit Union
11.2016 - 08.2021
ATM/Visa Representative II
San Diego County Credit Union
12.2008 - 11.2016
ATM/Visa Representative I
San Diego County Credit Union
06.2005 - 12.2008
Bachelor of Arts - Political Science
San Diego State University
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