Guadalupe Rodriguez
Rocklin
Overview
4
4
years of professional experience
Work History
Member Service Representative
Golden1 credit union
Sacramento
10.2022 - Current
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Took initiative aimed at improving team morale and boost engagement.
- Enhanced member relationships by providing excellent service during each interaction.
- Engaged in conversation with members to understand needs, resolve issues and answer product questions.
- Provided guidance to members on how best to use products or services offered by the organization.
- Assisted peers in developing confidence and enhance skills to assist member needs.
- Provided one-on-one coaching and mentoring to peers on a variety of topics, and systems used throughout the credit union.
- Mentored new team mates on call handling, compliance protocols, and customer satisfaction techniques.
Customer Service Representative
Opteon AMC
Rocklin
04.2021 - 10.2022
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Made outbound calls to obtain account information.
- Answered inbound calls, chats and emails to facilitate customer service.
- Mentored new employees on procedures and policies to maximize team performance.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Education
High School Diploma -
Roseville High School
Roseville, CA05.2015
Skills
- Bilingual (Spanish and English)
- Verbal and written communication skills
- Calm and professional under pressure
- Building customer trust and loyalty
- Peer coaching and mentoring
- De-escalation techniques
- Problem-solving abilities
Timeline
Member Service Representative
Golden1 credit union
10.2022 - Current
Customer Service Representative
Opteon AMC
04.2021 - 10.2022
High School Diploma -
Roseville High School