Credit Union Contact Center
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Mirella Zepeda
ad4t92@r.postjobfree.com
Citrus Heights, CA 95621
Currently working for Golden 1 Credit Union Contact Center Peer Coach
Golden 1 Credit Union
March 2022 to Present
Peer Coach - Covers principles for on boarding assigned new hires coming into the contact center. Works closely with each new hire, to ensure compliance and regulations are being met. Program training Add location
1
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systems for assigned new hire and explain functionality of each system throughout training process. Report evaluation based on new hires performance and adherence. Reports to Supervisor should any trainees need accommodations.
Member Service Representative l/ll
Golden 1 Credit Union - Rancho Cordova, CA
March 2019 to Present
Member Service (Bilingual) Representative - An MSR l/ll responds accurately to member inquires via telephone. The ideal candidate will pro-actively engage members to achieve their Xnancial goals in a consultative approach as part of the solution to their inquiry. Process service transactions, mitigate potential issues to credit union and members. Demonstrate a thorough understanding of state and federal laws and regulations including bank secrecy and anti-money laundering Being able to operate an online computer terminal and other oZce equipment such as Xnancial calculators and telephone. Strong written, and communication skills. Process disputes and claims for further consideration. Meet performance standards commensurate to grade level in call volume, phone eZciency and quality assurance.
Direct Support Professional
RCCA Services - Sacramento County, CA
November 2018 to January 2019
Direct Care Professional/ Behavioral Analyst - Manage transportation routes for clients to and from program. Create written observations regarding behavioral changes on behalf of client. Coordinate outdoor recreational and learning development activities for clients in the program. Work closely with social services administration regarding in home visitation reports. Communicate with parents or legal guardians regarding any arrangements made in program. Create beneXcial plans for weekly tasks to help improve clients performance and learning objectives.
Education
Cashier- Welcoming
SKATE TOWN ICE ARENA
September 2016 to September 2017
Guest Service- Assure guests are welcomed in a cordial manner. Assist guests with skate Xtting as well as covering safety protocols ob ice. Answer general inquires regarding products and services. Clean entirety of arena throughout and after sessions. Shine high glass interior windows. Shovel snow from sessions being run. Complete check list of tasks throughout sessions including equipment sanitization protocol.
Ice Monitor Lead- Check in hockey and Xgure skaters. Prep the ice arena before any sessions. Answer inquires via phone or in person regarding in house accounts. Taking care of injuries on ice. Process reports, for Xrst response emergencies. Responding via radio communications to assure team completes tasks throughout sessions. Cleaning Arena throughout hours of service and after hours.
Cashier- Greets guests in a positive demeanor. Balance registers before and after shifts including in- house receipts. Manually enter amounts electronically for opening Supervisor. Experienced with computer adequate and general ledgers.
Guest Service Lead- Assure all teammates adhere to schedule and tasks throughout sessions. Answer possible complaints regarding guest impact, or in house accounts.
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Skills
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Certi4cation in Financial Accounting
HARVARD UNIVERSITY
September 2021 to September 2025
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Bachelors Degree (Not Obtained) in Criminal Justice California State University-Sacramento - Sacramento, CA August 2016 to May 2017
High School Diploma in General Education
Mesa Verde High School
August 2013 to May 2016
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Janitorial experience
OneSite
Customer Service - 8 years
Bilingual - English/Spanish - 10+ years
Awards
Certi9cations and licenses
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Financial Accounting
Transportation Management
Social Work
Accounts Payable
Journal Entries
Financial Report Writing
KPI HERO (KEY PERFORMANCE INDICATOR)
August 2022
A KPI Hero adheres to performance and attendance. A KPI hero provides insight across the organization and team in order to make better decisions across the board, leads by example. CPR/FIRST AID
March 2021 to March 2024
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QIDP Certi4cation
Food Handler Certi4cation
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