YANELSY CONCHESO
West Palm Beach,FL
Summary
I am a hard-working and driven individual who isn't afraid to face a challenge. In both of my previous employers. I started from the bottom and moved my way up. I'm not afraid of any challenges that come my way and I always have a positive attitude no matter what the situation is.
Overview
21
21
years of professional experience
Work History
Member Services Specialist
Guardians Credit Union
08.2024 - Current
- Served as primary point of contact for members seeking information about products or services offered by the organization.
- Developed strong relationships with members, leading to increased loyalty and a positive brand image.
- Managed complex membership accounts, ensuring accurate record-keeping and timely updates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Enhanced member satisfaction by addressing concerns promptly and providing professional assistance.
Branch Manager
Publix Employees Federal Credit Union
05.2018 - 06.2024
- Forecasted budgets, expenditures and revenue and used research to make financial decisions
- Recruited, hired and trained personnel to grow business books
- Supervised associates and communicated goals to foster teamwork and collaboration
- Prepared detailed sales plans and set competitive team goals to meet business targets
- Led regular meetings to share new information, update policies and outline objectives to staff
- Deepened relationships, acquired new clients and improved service delivery to drive portfolio growth
- Used coaching and performance strategies to improve team results and build successful environments
- Reviewed customers' financials to approve loans and credit lines
- Leveraged software and tools to improve recruitment, hiring and workforce planning strategies
- Trained and guided staff on new financial products and in upselling and cross-selling techniques
- Built branch partnerships, planned new marketing strategies and shuffled teams to achieve branch targets
- Implemented customized coaching and development plans to close employee knowledge and skill gaps
- Networked and built relationships to generate new business and establish active community presence
Customer Service Manager
Publix
09.2003 - 11.2017
- Ensuring the customers receive efficient service without sacrificing quality, processing payroll for the store for over 100 associates every week, and ensuring time punch errors are corrected to avoid discrepancies in associate paychecks
- Handling customer requests and complaints and processing new hires (Including 1-9s for employment eligibility), ensuring all associates are trained promptly, managing inventory and supplies; and creating and achieving sales goals for community fundraisers ( March of Dimes, United Way, Children's Miracle Network, etc.) ensuring Publix standards for all departments are maintained in the absence of the Store Mgr
- And Assistant Store Manager; and any other customer-related responsibilities that occur
Skills
- Operations management
- Customer relationships
- Sales planning
- Information security
- Competitor tracking
Languages
Spanish
Native or Bilingual
Timeline
Member Services Specialist
Guardians Credit Union
08.2024 - Current
Branch Manager
Publix Employees Federal Credit Union
05.2018 - 06.2024
Customer Service Manager
Publix
09.2003 - 11.2017
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