With over two years of experience as a Contact Center Member Service Specialist, I have consistently exceeded sales metrics and established myself as a top performer. I utilize my expertise in customer service and product knowledge to deliver exceptional support, build strong customer relationships, and drive revenue growth through effective upselling and referrals. As a bilingual Spanish speaker, I provide outstanding service to a diverse customer base. I also contribute to enhancing team performance and service quality by designing training manuals and resources. I am committed to improving our services, products, and processes by voicing feedback from both members and team members. My dedication to continuous improvement and knowledge-sharing has strengthened the overall effectiveness of our contact center team.

As a Contact Center Member Service Specialist, I am the primary point of contact for our members, providing exceptional service and support through phone, email, and chat channels. I actively listen to customer needs, resolve inquiries, and identify opportunities for product referrals and upselling. I use my problem-solving skills, empathy, and product knowledge to build strong customer relationships and ensure satisfaction. I also provide feedback on customer interactions to help identify trends and areas for improvement, contributing to the overall success of our team and company.

As a Bilingual Member Experience Advisor at Summit Credit Union, I was part of a specialized team responsible for processing and mitigating fraud related to nationwide online loan and membership applications. I analyzed credit reports to provide expert guidance on debt consolidation and loan refinancing, ensuring that members received tailored financial solutions. My role involved delivering clear, trustworthy, and consistent communication in both Spanish and English regarding loan structuring and account management, supporting members in achieving long-term financial success. I am experienced with various types of loans, onboard new members, and use a needs-based sales approach to offer relevant financial products and services.

In my role as a Credit Analyst, I analyzed credit reports and financial data for approximately 200 contracts per day, maintaining a margin of error below 1%. I consistently exceeded productivity targets, ranking in the top 15% out of 30 credit analysts. I set customer income and risk factors in alignment with Hycite’s underwriting procedures. As a bilingual professional, I provided support in both English and Spanish, enhancing communication and service for a diverse client base. Additionally, I was selected to assist the Hycite Gives Back Board, contributing to the company's community-focused initiatives.