Alexandra Bussey
Belcamp
Summary
Results-driven Senior Associate with extensive experience in project management, financial analysis, and strategic planning. Demonstrated ability to leverage strong analytical skills to identify trends and implement data-driven strategies that enhance business growth. Recognized for improving team performance and client relationships through exceptional communication and proactive problem-solving. Expertise in fostering collaboration and executing complex projects efficiently.
Overview
21
21
years of professional experience
Work History
Sr. Associate II
Acrisure
Grand Rap
03.2019 - Current
- Mentored junior staff, providing coaching on best practices and career development strategies.
- Developed and implemented training programs for new associates to ensure compliance with company policies.
- Evaluated process workflows and recommended improvements to enhance operational effectiveness.
- Collaborated with compliance teams to ensure adherence to regulatory standards and internal policies.
- Prepared comprehensive reports for senior leadership, summarizing project outcomes and insights.
- Identified training needs within the team and developed targeted learning modules for skill enhancement.
- Analyzed data and created reports for senior management.
- Provided direction and guidance to junior associates on complex tasks.
- Maintained positive working relationship with fellow staff and management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Created invoices for clients with precision and promptness.
- Ensured timely completion of data entry assignments.
- Cultivated strong relationships with servicers to uphold client service standards.
Senior Member Service Specialist
State Employees Credit Union of Maryland
Towson
06.2013 - 03.2019
- Executed process improvement initiatives that streamlined member service operations and enhanced overall efficiency.
- Facilitated team collaboration to resolve complex member inquiries and improve service delivery.
- Managed member account inquiries with attention to detail and adherence to compliance regulations.
- Coordinated training and development sessions for staff to elevate service standards and operational best practices.
- Resolved member issues promptly, ensuring a high level of customer satisfaction and loyalty.
- Developed training materials that enhanced onboarding experiences for new team members.
- Monitored performance metrics to identify areas for improvement and recommend actionable solutions.
- Provided expert advice on financial products and services to meet member needs effectively.
- Maintained accurate records of member interactions to ensure continuity and quality of service.
- Collaborated with cross-functional teams to enhance system functionalities and member experience.
- Facilitated communication between departments to promote a cohesive approach to member service.
- Processed loan payments and deposits in accordance with policies and procedures.
- Verified compliance with applicable laws and regulations relating to banking activities.
- Updated account information in the system accurately according to established guidelines.
- Assisted in training new staff on best practices for member service operations.
- Performed daily audits of financial transactions to ensure accuracy of accounts.
- Identified member needs through conversations and recommended appropriate products or services to meet those needs.
- Researched complex account discrepancies and provided solutions to resolve them quickly and effectively.
- Provided guidance and support to junior staff members regarding customer service techniques.
- Developed relationships with members through proactive outreach efforts such as phone calls, emails, and social media interactions.
- Assisted with the development of new processes for improving overall customer experience at the branch level.
- Monitored queues and ensured timely response times when servicing customers via phone or email.
- Handled escalated complaints from members in a professional manner while maintaining a positive attitude towards resolution of the issue.
- Participated in weekly team meetings and shared insights gained from interactions with customers.
- Maintained an up-to-date knowledge of all products, services, policies and procedures offered by the organization.
- Provided exceptional customer service to members and potential members by responding to inquiries, resolving issues, and processing transactions.
- Enhanced member relationships by providing excellent service during each interaction.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Answered member questions about products and services.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Consulted with customers regarding needs and addressed concerns.
- Presented and explained services and products to meet member needs.
- Delivered quality service by assessing, advising and assisting credit union members.
- Processed cash and check deposits every day.
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
- Reviewed new account applications to verify eligibility of prospective members.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Completed transactions for membership renewals and extensions.
- Audited customer account information to identify issues and develop solutions.
- Leveraged software and systems to research and resolve member inquiries.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Controlled security keys and codes for branch access.
Member Service Generalist
Aberdeen Proving Ground Federal Credit Union
Aberdeen
09.2004 - 02.2012
- Conducted compliance monitoring to ensure adherence to regulatory standards and internal policies.
- Facilitated training sessions to enhance employee skills and knowledge, fostering professional development.
- Developed and implemented policies that aligned with organizational goals and regulatory requirements.
- Managed employee onboarding processes to ensure smooth transitions for new hires into the organization.
- Advised management on employee relations issues, promoting a positive workplace culture.
- Supported performance management initiatives by providing feedback and guidance to staff members.
- Streamlined communication between departments, enhancing collaboration and reducing misunderstandings.
- Organized employee engagement activities to boost morale and foster teamwork among staff.
- Reviewed and updated training materials to reflect current best practices and organizational policies.
- Resolved customer complaints in a timely manner while providing excellent customer service.
- Coordinated with department heads to develop processes that improved efficiency across departments.
- Managed schedules, made appointments, and gathered supporting materials.
- Facilitated brainstorming sessions among team members aimed at generating creative ideas.
- Created detailed reports on project progress and performance metrics.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Set specific goals for projects to measure progress and evaluate end results.
- Managed teller team operations.
- Executed audits on a monthly and daily basis.
- Supervised handling of significant cash holdings.
- Authored annual performance evaluations for tellers.
Education
High School Diploma -
Aberdeen High School
Aberdeen, MD05-2003
Skills
- Training program development
- Process improvement
- Team collaboration
- Data analysis
- Effective communication
- Attention to detail
- Report preparation
- Proficient in Applied Epic
- Proficient in Microsoft Office Applications
- Money handling
- Account reconciliation
- Transaction processing
- Multitasking and organization
- Record and file management
- Data entry
- Verbal and written communication
Timeline
Sr. Associate II
Acrisure
03.2019 - Current
Senior Member Service Specialist
State Employees Credit Union of Maryland
06.2013 - 03.2019
Member Service Generalist
Aberdeen Proving Ground Federal Credit Union
09.2004 - 02.2012
High School Diploma -
Aberdeen High School