DARIUS WINSTON
Midland
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Member Service Representative II
Navy Federal Credit Union
03.2024 - Current
- Helped large volume of members daily with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Built rapport with members by engaging in genuine conversations about financial literacy topics; empowering them to make sound financial decisions for their future success.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
- Assisted members with submitting consumer/auto/credit card loan applications and educating on required forms and follow-up steps.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new/current product lines.
- Educated and assisted members with the enrollment/maintenance and usability of digital platforms such as online/mobile banking, ATMs; and staying up to date on changes to digital services.
- Assisted members with account management, including establishing memberships, opening depository accounts, updating personal information, setting up automated payments, and sending wire transfers.
Member Service Call Specialist II
Apple FCU
06.2023 - Current
- Continuously surpassed customer service standards while ensuring compliance with call volume objectives.
- Assisted members with correcting accounts, services, and system issues by educating on required forms and technical processes.
- Successfully handled a high volume of over 50 inbound calls daily while representing offerings such as certificate of deposit (CD) promotions, signature line of credit, and credit card balance transfer promotions.
- Completed required training and work effectively under high-pressure client service environments.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Virginia National Bank
02.2017 - 05.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Increased daily sales by 10% by opening and upselling interest bearing accounts and special promotional CD banking products and financial services to customers.
- Trained new tellers in processes and procedures for financial institution, answering questions and providing guidance.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Executed customer transactions, including deposits, withdrawals, cash advances, bonds, checks,credit card/loan payments; and processed/settled vault and coin machine transactions daily.
- Highlighted values and educated clients on both consumer/business depository accounts, online banking, and CDARS/ICS financial products.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Interviewed potential customers and established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Followed up with customers on a regular basis, which helped to build long lasting relationships and boost business opportunities.
Education
Pursuing Bachelor in Science - Marketing
George Mason University
Fairfax, VA2021
Skills
- Knowledgeable Microsoft office apps, Qaultrics, SPSS Statistical Software, TalkDesk, Symitar, Synapsys, Lending360, UAD/USD
- Able to persuade others effectively
- Attention to detail
- Cash handling expertise
- Compliance, banking laws and regulations
- Ledger and balance sheet competency
- Self-sufficient
- Technical & Phone Support
- Excellent time management skills
- Account management
Timeline
Member Service Representative II
Navy Federal Credit Union
03.2024 - Current
Member Service Call Specialist II
Apple FCU
06.2023 - Current
Customer Service Representative
Virginia National Bank
02.2017 - 05.2023
Pursuing Bachelor in Science - Marketing
George Mason University
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