KYLIE TORRES
PO BOX 6124 TAMUNING,GU
Summary
Dynamic professional with a proven track record at Coast360 Federal Credit Union, excelling in customer service and problem resolution. Skilled in Microsoft Office and adept at fostering teamwork and collaboration. Achieved significant improvements in member satisfaction and operational efficiency, demonstrating empathy and patience in high-stress situations.
Overview
8
8
years of professional experience
Work History
Member Business Relations Officer
Coast360 Federal Credit Union
07.2023 - Current
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Processed transactions for retail and business members
- Reviewed business documents for prospective business members to determine account opening eligibility
- Established business accounts with extended services such as, business debit cards, online banking, merchant services
- Disclose account terms and conditions and common fee schedule to new and potential business members
- Performed enhanced due diligence on business accounts by analyzing transactions and discussing potentially suspicious activity with the member to determine the transaction risk
- Engage in online banking upgrade projects: Opening tickets for any branding or functionality issues, attending weekly calls with online banking vendors to discuss upgrades, ticket status, and online testing results
- Gather tax documents and business financials from business members to perform credit reviews for extended services such as, ACH/Wire transfers and merchant services
- Process member business loan bookings
- Process business member online enrollments
- Trained new hire on Business Online Banking enrollment
- Create and facilitate presentations to educate our youth members about financial literacy
Contact Center Officer
Coast360 Federal Credit Union
05.2021 - 07.2023
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns
- Analyzed customer feedback and identified areas for improvement
- Managed inbound calls efficiently while multitasking between various systems and applications for optimal service delivery
- Developed solutions to frequent issues and offered ideas to make contact center team more productive
- Analyzed reports to detect fraudulent activity
- Contacted at-risk member's to determine if their accounts have been compromised
- Performed account maintenance through electronic requests by verbally certifying information with member via phone
- Engaged in online banking projects: Tested new online system, opened tickets for branding and functionality issues, attended weekly calls to address branding and functionality issues, provided recommendations to improve online banking verbiage and format
- Collaborated with team members to consistently achieve performance targets and improve overall contact center operations.
- Participated in regular team meetings to share best practices, address challenges, and collaborate on strategies to enhance contact center performance.
- Provided exceptional service to clients through timely, accurate, and professional communication.
- Trained new staff on daily procedures
- Training on Contact Center Specialist duties: Reviewed and balanced daily account maintenance reports, approved member update forms and account applications
Member Relations Officer
Coast360 Federal Credit Union
06.2019 - 05.2021
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Mentored new staff members, helping them develop their skills and advance in their careers.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Addressed member questions, complaints and requests and provided necessary assistance to Member Relation Associates
- Performed member cash transactions with teller cash box, ensuring all transactions are processed efficiently for balancing purposes
- Established personal membership and youth membership accounts with debit card services, starter checks, and online banking upon member request
- Processed credit card and secured/unsecured loan closings
- End of day duties: Balanced coin kiosk machine, balance all Member Relations Associates and Member Relations Officers cash boxes, balance card stock, and balanced branch vault
Member Relations Associate
Coast360 Federal Credit Union
04.2017 - 05.2019
- Enhanced member satisfaction by promptly addressing concerns and providing tailored solutions.
- Served as the primary point of contact for member inquiries, directing them to relevant departments or personnel for resolution.
- Investigated and resolved member inquiries and complaints quickly.
- Delivered exceptional member service to every member by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Processed member cash transactions with teller cash box efficiently for balancing purposes
Digital Phone Operator
Docomo Pacific
11.2016 - 02.2017
- Enhanced customer satisfaction by efficiently handling incoming calls and addressing inquiries.
- Maintained professionalism and courtesy while managing high call volumes during peak hours.
- Pleasantly greeted all internal and external callers and asked how to be of assistance.
- Assisted account executives in troubleshooting business account landline and internet services
- Communicating with internal departments and other telecommunication providers to process customer requests to port-in/port-out phone number
411 Operator / Customer Service Representative
Docomo Pacific
01.2016 - 11.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Completed ongoing training programs to stay current on industry best practices and advancements in telecommunications technology.
- Served as a directory to customers by quickly providing phone numbers for companies and establishments
Education
Bachelor of Science - Business
University of Phoenix (Online)
Phoenix, AZ 05.2028
High School Diploma -
Tiyan High School
Tiyan, Guam06.2015
Skills
- Teamwork and Collaboration
- Customer Service
- Empathy and patience
- Problem Resolution
- Microsoft Office
- Money handling abilities
Timeline
Member Business Relations Officer
Coast360 Federal Credit Union
07.2023 - Current
Contact Center Officer
Coast360 Federal Credit Union
05.2021 - 07.2023
Member Relations Officer
Coast360 Federal Credit Union
06.2019 - 05.2021
Member Relations Associate
Coast360 Federal Credit Union
04.2017 - 05.2019
Digital Phone Operator
Docomo Pacific
11.2016 - 02.2017
411 Operator / Customer Service Representative
Docomo Pacific
01.2016 - 11.2016
Bachelor of Science - Business
University of Phoenix (Online)
High School Diploma -
Tiyan High School
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