Maria Demers
Courtenay,Canada
Summary
Dynamic Member Service Representative with a proven track record at Coastal Community Credit Union, excelling in customer satisfaction and relationship building. Skilled in financial transactions and dispute resolution, I consistently exceeded performance metrics while fostering a positive team environment. Committed to empowering clients through education and delivering exceptional service. 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. Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Known for collaborative spirit and adaptability, consistently driving team success and positive outcomes. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.
Overview
22
22
years of professional experience
Work History
Member Service Representative
Coastal Community Credit Union
09.2008 - 08.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization's reputation.
- Educated and engaged customers with new bank products and services.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
- Managed daily balancing tasks reducing discrepancies in accounting records while maintaining accuracy.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Gas Station Manager
Chevron
06.2006 - 09.2009
- Directed daily operations ensuring optimal staff performance and customer satisfaction.
- Managed inventory levels, reducing shrinkage through effective stock control measures.
- Trained and supervised team members on safety protocols and operational procedures.
- Implemented cost-saving initiatives improving overall profitability of gas station.
- Ensured compliance with health and safety regulations, minimizing risk and liability.
- Fostered strong customer relationships, resolving issues promptly to retain loyalty.
- Monitored fuel inventory levels closely, placing timely orders to prevent shortages or overstock situations impacting profitability.
- Improved overall store performance with proactive maintenance of gas pumps and equipment.
- Managed daily cash reconciliations accurately, ensuring proper accounting procedures were followed consistently.
- Ensured compliance with all relevant regulations by staying current on industry standards and implementing required changes promptly as needed.
- Provided exceptional customer service, resolving issues quickly and efficiently to maintain loyalty.
- Maintained accurate financial records, enabling timely reporting and informed decisionmaking.
- Oversaw staff recruitment and training processes, building a skilled workforce capable of handling diverse responsibilities effectively.
- Collaborated with vendors to negotiate better pricing, resulting in increased profit margins.
- Optimized employee scheduling, balancing workload while maintaining excellent service levels.
- Conducted monthly financial audits to identify and rectify discrepancies, ensuring accuracy in financial reporting.
- Enhanced store's visual appeal with regular maintenance and updates, attracting more customers.
- Assisted in recruiting, hiring and training of team members.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Front Desk Receptionist/Night Auditor
Quality Inn Hotel
09.2002 - 06.2004
- Managed front desk operations for efficient guest check-in and check-out.
- Coordinated appointment scheduling, optimizing resource allocation.
- Maintained visitor logs and correspondence records for better organization.
- Trained reception staff on protocols and customer service standards.
- Resolved guest inquiries promptly, boosting client satisfaction ratings.
- Greeted guests warmly at front desk while managing check-ins.
- Scheduled and confirmed appointments and meetings efficiently.
- Handled high-volume calls, directing inquiries to appropriate personnel.
- Collected fees and payments, ensuring accuracy in transactions.
- Conducted daily revenue audits to verify policy compliance.
Education
High School Diploma -
North Peace Secondary School
Fort St. John, BC06.2001
Skills
- Customer service
- Relationship building
- Financial transactions
- Customer support
- Transaction processing
- Dispute resolution
- Client education
- Service recommendations
- Banking
- Payment processing
- Banking operations support
- Member account management
- Teamwork and collaboration
- Calm and professional under pressure
- Computer skills
- Microsoft office
- Product knowledge
- Work prioritization
- Staff education and training
- Office equipment proficiency
Languages
English
German
Timeline
Member Service Representative
Coastal Community Credit Union
09.2008 - 08.2024
Gas Station Manager
Chevron
06.2006 - 09.2009
Front Desk Receptionist/Night Auditor
Quality Inn Hotel
09.2002 - 06.2004
High School Diploma -
North Peace Secondary School
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