Service Representative Assistant

ANNIE MENA

Milpitas, CA ***** - 408-***-**** - ******@*****.***

OBJECTIVE

Librarian Assistant/Helper

QUALIFICATIONS

Over 9 years of experience within a fast paced environment providing

exceptional member service and support. Detail-oriented, a self-

starter, highly motivated and maintained a positive attitude with

empathy when working with irate members. Clear verbal and written

communication skills. A team player and individual contributor. Work

quickly and efficiently. Knowledge in Windows Office applications

such as Outlook, Word and Excel.

EMPLOYMENT

Remote Service Representative II, Stanford Federal Credit Union

September 2005 - May 2009

. Provided courteous, professional service and addressed problems of

members and staff on a timely manner.

. Assisted members with the verification of account information and

provided solutions via remote communication (phone, email, fax and

internet).

. Posted and reconciled accurately deposits, payments, fund transfers

and fund availability.

. Identified, researched and resolved complex member issues such as card

problems, loan payments and gaining access online.

. Provided members with company product information and advice used to

help current account maximization and analysis.

. Audited, copied and scanned membership cards into database with

updated information.

. Assisted in the new hire training and shadowing of existing staff and

supplied feedback to questions related to phone and email response.

Accomplishments

. Developed the policies and procedures of the Incoming Member

Satisfaction Surveys.

. Processed and maintained Excel spreadsheets Member Satisfaction

Surveys for use in member experience and implementation

analysis and improvements.

Remote Service Representative I, Stanford Federal Credit Union

September 1999 - September 2005

. Accurately processed member requests remotely through phone, email and

fax.

. Answered and performed merchant verifications.

. Set-up member banking access and information through the internet and

voice banking.

. Performed authorized data changes on member account information.

. Audited and filed new membership applications daily to ensure up to

date information.

EDUCATION

Philippine School of Business Administration, Manila, Philippines

. BS in Business Administration

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