Elaina Cruz
Waldorf
Summary
Attentive Paraprofessional Educator adept at supporting classroom operations to facilitate welcoming and positive learning atmosphere for all students. Well-versed in addressing student emotional, academic and social needs, illustrated over 3 years in similar roles.
Overview
7
7
years of professional experience
Work History
Member Service Representative
United States Senate Federal Credit Union
Alexandria
08.2023 - Current
- Assisted members with account inquiries and service requests.
- Processed loan applications and ensured compliance with credit union policies.
- Trained new staff on customer service protocols and systems used.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Greeted customers in a friendly and professional manner.
- Enhanced member relationships by providing excellent service during each interaction.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Achieved cost-savings by developing functional solutions to problems.
Customer Service Representative
Unifirst Corp.
Landover
11.2019 - 11.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Made outbound calls to obtain account information.
- Used proven techniques to de-escalate angry customers during telephone interactions.
Bank Teller
Citibank
Washington
12.2018 - 11.2019
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Maintained confidentiality of bank records, transactions and customer information.
- Identified suspicious activity on account holders' accounts and reported any discrepancies to the supervisor immediately.
- Performed cash handling duties including counting currency, coins and checks.
- Educated customers about different types of banking services available at the branch.
- Balanced teller drawers regularly throughout the day according to established procedures.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
- Prepared reports on transaction activity for management review.
- Resolved customer disputes promptly in accordance with bank policies and procedures.
- Assisted customers with basic technical issues related to digital banking platforms.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Explained bank services, financial products and applicable fees to customers.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
Education
High School Diploma -
Largo High School
Upper Marlboro, MD06-2018
Skills
- Effective communication
- Classroom support
- Computer proficiency
- Special needs assistance
- Student supervision
- Relationship building
- Calm demeanor
- Small group instruction
- Activity planning
- Emergency procedures
Education and Training
other
Timeline
Member Service Representative
United States Senate Federal Credit Union
08.2023 - Current
Customer Service Representative
Unifirst Corp.
11.2019 - 11.2023
Bank Teller
Citibank
12.2018 - 11.2019
High School Diploma -
Largo High School