Experience

Harvard University Employees Credit Union (HUECU)

• United States
• Financial Services
• 1 - 100 Employee

• Support Center Representative

  • Jul 2022 - Present

  • Receives and responds to member inquiries in a timely and accurate manner. • Assists members with technical issues related to the website or mobile app. • Open accounts/certificates/IRAs, including processing of IRA transfers, rollovers, and required minimum distributions. • Processes transactions: transfers, withdrawals, loan payments, etc. • Balances daily drawer when required. Familiar with all aspects of daily settlement. • Assists with solving complex issues and complaints, with the ability to identify and escalate issues to a supervisor as appropriate. • Assists members with domestic and international wire transfers. • Multi-tasks, sets priorities and manages time effectively. • Demonstrates effective account retention efforts including membership, share certificates, and other products and services. • Attends staff meetings and training as scheduled and offers process improvement suggestions. • Maintains an “available” phone status according to Support Center policy. • Demonstrates dependability in punctuality and attendance and adheres to all department standards related to arrival and “unavailable” time. • Adheres to all organizational and departmental policies. • Maintains a neat and clean workstation and assists in maintaining overall department appearance. • Responsible for maintaining comprehensive job knowledge in order to develop and maintain a high level of knowledge of HUECU accounts and services to assist in the cross selling of appropriate products and services to meet members’ needs. • Staff members are expected to complete in-house training sessions and other recommended training programs. • Assists with training of new and existing staff. • Develops and maintains a comprehensive working knowledge of all Credit Union systems utilized by the Retail Group. Show less



Navy Federal Credit Union

• United States
• Financial Services
• 700 & Above Employee

• Member Service Representative

  • May 2020 - May 2022

  • Applied knowledge of financial services as subject matter expert in Advanced Account Services processing bank wires, Western Unions, check orders, and cashier’s checks • Digital Services specialist solving client information technology problems • Acts as a team player by mentoring new team members and posting wellness tips in team chat to assist with mental health and self-care • Exercises strong communication skills through telephone client service, secure messaging, and chatroom support • Utilizes critical thinking to analyze, research, and resolve problems and discrepancies with client accounts • Thrives in fast-paced, ever-changing environment by providing trusted, professional and reliable service with client satisfaction surveys averaging 97.5% • Accurately and independently solves complex client issues • Strengthens Navy Federal brand by building strong rapport with clients through trusted, professional, and reliable service • A self-starter who independently and accurately sends up to 95 problem-solving client-facing messages per day • A continuous learner who completed training for Account Services, Advanced Account Services, Digital Services, the Chat Skill, the eMessage Skill, and 139 other trainings • Earned Diversity, Inclusion, and Belonging Certificate to pioneer interdepartmental team building • Spearheaded the LGBTQIA+ Pride Book Club • Admitted as Mindfulness Consultant in NFCU Harmony Mindfulness Organization • Received an Exceeds Expectations with Sustained Superior Performance Award • Implements active listening to accurately respond to inquiries and requests • Initiated team 5k group for company 5k • Voted team member of the month twice in a row and repeatedly won sales challenges • Nominated for recognition in largest branch of credit union Show less



UCP of MetroBoston

• Watertown, Massachusetts, United States

• PCA Services Coordinator

  • Oct 2018 - Apr 2020

  • Managed Eastern Massachusetts service area and scheduled a 200+ person caseload in a bilingual capacity to empower people with disabilities to find funding, form companies, and hire caregivers • Assessed eligibility for MassHealth Personal Care Attendant services. • Led Intake and Orientation for new clients/employees • Conducted site specific skills training • Managed compliance of program rules and requirements • Supervised writing and implementing emergency management plans and service agreements • Referred clients to complimentary public services • Supported in-office operations by maintaining consumer data and program records • Oversaw paperwork and correspondence for office operations Show less



City on a Hill Charter Public School Circuit Street

• United States
• 1 - 100 Employee

• Peer Mentoring Team Lead

  • Sep 2016 - Apr 2017

  • Created an original and comprehensive curriculum of Peer Mentoring presentations • Presented and trained high school students in the curriculum • Lead 160+ student Peer Mentoring assemblies to increase student retention and graduation rates • Reported all findings to site supervisor and field education office for duration of internship • Coordinated technical support for peer mentoring assemblies • Created an original and comprehensive curriculum of Peer Mentoring presentations • Presented and trained high school students in the curriculum • Lead 160+ student Peer Mentoring assemblies to increase student retention and graduation rates • Reported all findings to site supervisor and field education office for duration of internship • Coordinated technical support for peer mentoring assemblies