Brittney Clayton
Troy
Summary
Thorough Member Services Representative recognized for applying communication strengths and upselling techniques to boost sales. Hardworking professional offering 16 years of experience rendering support and services to membership-based clients. Versed in investigating complaints and concerns.
Overview
17
17
years of professional experience
Work History
Member Experience Especialist
Alltru Credit Union
11.2020 - Current
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Offered exceptional member service to differentiate and promote company brand.
- Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
- Maintained strong knowledgebase of product options and sales promotions to better serve every member.
- Consulted with members regarding needs and addressed concerns.
- Mentored team members and managed employee relationships.
- Exceeded team goals and collaborated with staff to implement member service initiatives.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Handled member inquiries with exceptional professionalism and enthusiasm.
Member Experience Especialist Lead
Alltru Credit Union
02.2022 - 08.2022
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Managed scheduling ad training.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Complied with company policies, objectives and communication goals.
- Coached staff members to develop long-term career goals.
- Provided ongoing training to address staff needs.
- Established and enforced clear goals to keep employees working collaboratively.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Identified needs of customers promptly and efficiently.
Teller
Alltru Credit Union
08.2017 - 11.2020
- Met or exceeded sales goals by promoting bank products and services in member interactions.
- Researched and resolved member issues on personal savings, checking and lines of credit accounts.
- Adhered to financial services security and audit procedures.
- Identified and reported suspicious behavior to security personnel as appropriate.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Maintained confidentiality of bank records and client information.
- Issued and redeemed money orders, cashier checks and savings bonds.
- Trained employees on cash drawer operation.
- Entered member transactions into computers to record transactions and issue computer-generated receipts.
- Reported daily averages and shortages to operations department.
- Offered every member exceptional service levels by remaining friendly and professional during every transaction.
DMV Title Clerk
Missouri Department of Revenue
07.2008 - 07.2016
- Assisted new vehicle owners to understand title transfer process and steps required of owners to finish process.
- Managed and filed paperwork to transfer vehicle ownership title from dealer to purchaser for new, used and wholesale sales.
- Processed completed and signed title documents through electronic vehicle registration program and maintained expert knowledge of computerized systems.
- Maintained current DMV title regulations knowledge for each state and processed compliant paperwork regardless of states involved.
- Collected purchase funds and verified confirmed lienholder payoff before processing title.
- Investigated and solved accuracy issues on titles, odometer readings and power of attorney.
Education
High School Diploma -
Mccluer North High School
Florissant, MO05.2007
Skills
- Sales Quota Achievement
- LiveChat Messaging
- Customer Support
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Relationship Building
- Sales and Upselling
- Multitasking and Prioritization
- Remote Office Availability
- De-escalation Techniques
- Product Recommendations
- Excellent Attention to Detail
- Teamwork and Collaboration
- Computer Skills
- Understanding Customer Needs
Education and Training
other
Timeline
Member Experience Especialist Lead
Alltru Credit Union
02.2022 - 08.2022
Member Experience Especialist
Alltru Credit Union
11.2020 - Current
Teller
Alltru Credit Union
08.2017 - 11.2020
DMV Title Clerk
Missouri Department of Revenue
07.2008 - 07.2016
High School Diploma -
Mccluer North High School
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