Mariana Alfaro
Bethlehem,PA
Summary
Dynamic Member Experience Associate at First Commonwealth Federal Credit Union, skilled in enhancing member satisfaction through exceptional communication and effective decision-making. Proactively identified improvement opportunities, fostering community engagement and increasing retention. Adept in data entry, I built strong relationships, ensuring timely resolutions and positive experiences for all members.
Overview
3
3
years of professional experience
Work History
Member Experience Associate
First Commonwealth Federal Credit Union
02.2025 - Current
- Enhanced member satisfaction by promptly addressing concerns and providing personalized solutions.
- Proactively identified potential issues affecting members, taking action to mitigate negative impacts on their experiences.
- Facilitated positive interactions between members by organizing events or activities that fostered a sense of community.
- Educated members on the benefits of various programs and services, increasing engagement levels and retention rates.
- Identified opportunities for improvement, implementing changes to enhance the member journey.
- Maintained detailed records of member interactions, ensuring accurate follow-up and timely resolution of issues.
- Collaborated with team members to achieve shared goals and improve overall member experience.
- Built strong relationships with members through clear communication, empathy, and active listening skills.
- Streamlined processes for increased efficiency in handling member requests and inquiries.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Resolved customer issues through thorough dispute investigation.
Sales Associate
T-Mobile
01.2022 - 01.2025
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Education
High School Diploma -
William Allen HIGH SCHOOL
Allentown, PA06-2023
Skills
- Patience and composure
- Exceptional communication
- Effective decision making
- Data entry proficiency
- Community engagement
- Feedback collection
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Member Experience Associate
First Commonwealth Federal Credit Union
02.2025 - Current
Sales Associate
T-Mobile
01.2022 - 01.2025
High School Diploma -
William Allen HIGH SCHOOL
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