Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
6
6
years of professional experience
Work History
Members Specialist
Wabellco Federal Credit Union
Washington
08.2019 - Current
Assisted with training new staff members on procedures related to member services.
Processed cash and check deposits every day.
Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Maintained accurate records of member information including contact details, purchases, payment history and other relevant data.
Enhanced member relationships by providing excellent service during each interaction.
Answer member questions about products and services.
Updated databases with new and modified customer data.
Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Assisted members with account inquiries via phone or email correspondence.
Delivered quality service by assessing, advising and assisting credit union members.
Helped members resolve account problems and navigate internal systems to handle routine needs.
Performed administrative tasks such as filing documents, preparing mailings and maintaining databases.
Performed regular audits to ensure compliance with company policies and procedures.
Education
Associate in Business Administration - Business Administration
Penn Commercial, Inc
Washington, Pa
06-1997
Skills
Database management
Customer service
Conflict resolution
Data entry
Member support
Record keeping
Compliance auditing
Problem solving
Time management
Administrative tasks
Strong interpersonal skills
Active listening
Account reconciliation
Banking
Member account management
Financial transactions
Customer support
Multitasking Capability
Self motivation
Timeline
Members Specialist
Wabellco Federal Credit Union
08.2019 - Current
Associate in Business Administration - Business Administration
<ul>
<li>Assisted guests with travel needs in fast-paced environment, including inquiries, ticketing, and check-ins.</li>
<li>Coordinated with ground staff to facilitate smooth boarding processes.</li>
<li>Maintained up-to-date knowledge of airline policies and procedures.</li>
<li>Trained new team members on customer service protocols and tools.</li>
<li>Sold tickets while ensuring optimal cabin accommodations for passengers.</li>
<li>Executed computer, iPad, and paperwork tasks efficiently.</li>
<li>Evaluated and prepared flights by arranging seat assignments, coordinating special meals, and managing upgrades.</li>
<li>Performed boarding and gate duties, including ticket checks, passenger assistance, and cabin security confirmation.</li>
<li>Processed and secured passenger luggage to ensure safe handling.</li>
</ul> at Alaska Airline/ Breeze Airline<ul>
<li>Assisted guests with travel needs in fast-paced environment, including inquiries, ticketing, and check-ins.</li>
<li>Coordinated with ground staff to facilitate smooth boarding processes.</li>
<li>Maintained up-to-date knowledge of airline policies and procedures.</li>
<li>Trained new team members on customer service protocols and tools.</li>
<li>Sold tickets while ensuring optimal cabin accommodations for passengers.</li>
<li>Executed computer, iPad, and paperwork tasks efficiently.</li>
<li>Evaluated and prepared flights by arranging seat assignments, coordinating special meals, and managing upgrades.</li>
<li>Performed boarding and gate duties, including ticket checks, passenger assistance, and cabin security confirmation.</li>
<li>Processed and secured passenger luggage to ensure safe handling.</li>
</ul> at Alaska Airline/ Breeze Airline
<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform