Bank Contact Center Representative II – Sensitive Data at USAA Federal Savings Bank (2023-11 – 2025-05)
- Provide operational support to members with their banking needs on multiple Banking products.
- Review accounts and transactions to ensure adherence with regulatory guidelines and may be required to act and/or escalate non-compliant issues.
- Work under limited supervision to identify and recommend thoughtful trade-offs for the member and USAA.
- Identify and confirm the member's immediate request(s) and work to resolve issues.
- Explore member's banking needs and responds with needs-based solutions.
- Recommend new banking products that might be of interest to the member.
- Maintain high levels of member satisfaction consistent with USAA's core values and demonstrate a commitment to quality through member interactions.
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Substitute Teacher at Kelly Services (2023-03 – 2023-10)
- Find unique approaches to convey academic subject matter
- Devise lesson plans
- Research new educational programs or activities for students
- Consult with outside education experts on innovative teaching programs and methods
- Communicate with parents and schools about student progress
- Grade homework and monitor student performance
- Handle student discipline
- Coordinate fun classroom events and activities
- Help address the educational, emotional, and health concerns of special needs students
- Review and respond to student and parent feedback
- Attend professional development workshops and teaching conferences
Intake Coordinator/Mortuary Technician at Wright & Young Funeral Home (2021-09 – 2023-02)
- Displayed the highest level of professionalism and sensitivity when dealing with grieving family members.
- Completed death certificates, burial permits and other legal documents for families.
- Coordinated transportation of remains between medical facilities, funeral homes and burial locations.
- Supported grieving loved ones through difficult times and aided with details such as obituary notice wording.
- Helped families select funeral and burial details from range of available options.
- Arranged clergy, music and other service details for clients.
- Improved appearance of remains with use of cosmetics.
- Worked with cemeteries to schedule grave opening and closing.
- Managed timing of floral deliveries for multiple services per day.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Self-motivated, with a strong sense of personal responsibility.
- Assisted clients with pre-arranging funeral services.
- Discussed the nature of funeral service, disposition of remains and funeral costs with family members.
Sales Floor Representative at DD's Discount (2021-06 – 2022-06)
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Assisted customers with product returns, exchanges and refunds to increase satisfaction and trust.
- Processed payments and provided receipts to establish proof of transaction.
- Engaged in friendly conversation with customers to better uncover individual needs.
Department Manager at McDonald's (2018-08 – 2021-01)
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Communicated with managers of other departments to maintain transparency.
- Worked actively with the management team to create daily and weekly sales plans based on weekly sales trends.
- Created and enforced department policies, procedures and standards to establish productivity and quality.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
