Topline | Clarissa G.

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Clarissa G.

Senior Member Experience Specialist at Firefighters First Credit Union

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Contact Information

us****@****om

(386) 825-5501

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Location

Los Angeles Metropolitan Area

Languages

Spanish Native or bilingual proficiency

Skills

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Credentials

Data Visualization: Storytelling

LinkedIn

Dec, 2022
- Nov, 2024
Data-Driven Decision-Making for Business Professionals

LinkedIn

Dec, 2022
- Nov, 2024
Journey Mapping: Case Study in Action

LinkedIn

Dec, 2022
- Nov, 2024
UX Deep Dive: Mapping

LinkedIn

Dec, 2022
- Nov, 2024
MLG Voice of the Member Program Leadership Academy

Member Loyalty Group

Oct, 2018
- Nov, 2024
Customer Experience Essentials Program

Beyond Philosophy LLC

Feb, 2017
- Nov, 2024
CAMC, Certified Anger Management Counselor

Anger Management Essentials

Jun, 2015
- Nov, 2024

Experience

Firefighters First Credit Union

United States
Financial Services
100 - 200 Employee

Senior Member Experience Specialist
- Mar 2016 - Present
My role at Firefighters First gives me the opportunity to create a positive member experience for firefighters and their families. I represent the voice of the member, advocating for their needs while ensuring organizational goals are equally represented. Just a few things I’ve done. - Utilize Net Promoter Score feedback to monitor brand loyalty and identify trends in member dissatisfaction. - Build detailed member journey maps identifying member touchpoints, sentiments and… Show more My role at Firefighters First gives me the opportunity to create a positive member experience for firefighters and their families. I represent the voice of the member, advocating for their needs while ensuring organizational goals are equally represented. Just a few things I’ve done. - Utilize Net Promoter Score feedback to monitor brand loyalty and identify trends in member dissatisfaction. - Build detailed member journey maps identifying member touchpoints, sentiments and areas of improvement. Ex: new member onboarding, mortgage application - Solidify corporate social media strategy, create and manage editorial calendar, design and build posts, monitor engagement, and analyze data Show less My role at Firefighters First gives me the opportunity to create a positive member experience for firefighters and their families. I represent the voice of the member, advocating for their needs while ensuring organizational goals are equally represented. Just a few things I’ve done. - Utilize Net Promoter Score feedback to monitor brand loyalty and identify trends in member dissatisfaction. - Build detailed member journey maps identifying member touchpoints, sentiments and… Show more My role at Firefighters First gives me the opportunity to create a positive member experience for firefighters and their families. I represent the voice of the member, advocating for their needs while ensuring organizational goals are equally represented. Just a few things I’ve done. - Utilize Net Promoter Score feedback to monitor brand loyalty and identify trends in member dissatisfaction. - Build detailed member journey maps identifying member touchpoints, sentiments and areas of improvement. Ex: new member onboarding, mortgage application - Solidify corporate social media strategy, create and manage editorial calendar, design and build posts, monitor engagement, and analyze data Show less