Katherine Cruz
Santa Clara
Summary
Experienced with handling member inquiries and delivering comprehensive support. Utilizes excellent communication and problem-solving skills to resolve issues efficiently. Knowledge of fostering positive member relationships and enhancing service satisfaction.
Overview
5
5
years of professional experience
Work History
Member Service Representative
SRI Federal Credit Union
Menlo Park, CA
11.2025 - Current
- Processing member transactions efficiently while adhering to compliance protocols and guidelines.
- Conducting account inquiries and resolving issues through effective communication techniques.
- Maintaining proper documentation and timely processing for seamless service delivery.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Handled complaints with prompt, courteous service to uphold professional reputation.
Financial Service Representative II
KeyPoint Credit Union
Santa Clara, CA
10.2023 - 11.2025
- Creating a positive work environment as well as providing quality service to members through establishing and supporting members and account retention.
- Achieving both personal and team sales goals
- Selling, referring and establishing relationships to meet members financial needs
- Building relationships with members through face-to-face, calling efforts, and participation in business and community development events
- Can diligently de-escalate situations when needed to
Shift Supervisor
Starbucks
Santa Clara
03.2021 - 10.2023
- Creating the Starbucks experience for customers and partners by helping create customer connections as well as ensuring quality drinks are being made.
- Diligently handing out tasks to partners to fulfill as well as focusing on key tasks to help smoothly transition duties throughout the day to other shift supervisors.
- Trained to file and overlook reports and did so when needed.
- Responsible for managing partners breaks and lunches accordingly
- Following all policies of cash handling throughout the day to ensure standards are met
Education
Associates - LAW,PUBLIC POLICY & SOCIETY
West Valley College
Saratoga04-2026
High School Diploma -
Wilcox High School
Santa Clara06-2022
Skills
- Multitasking
- Hard-worker
- Quick-learner
- Spanish fluency
- Relationship building
- Complaint handling
- Calm under pressure
LANGUAGES
English, Spanish
Can proficiently read, write and communicate with both
Interests
- Reading
- Cooking
- I enjoy helping others and giving back to the community
- Drawing and Painting
- Historical Exploration
Timeline
Member Service Representative
SRI Federal Credit Union
11.2025 - Current
Financial Service Representative II
KeyPoint Credit Union
10.2023 - 11.2025
Shift Supervisor
Starbucks
03.2021 - 10.2023
Associates - LAW,PUBLIC POLICY & SOCIETY
West Valley College
High School Diploma -
Wilcox High School