Summary
Overview
Work History
Education
Skills
Timeline
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Raymond Conway

Atlanta,GA

Summary

Dynamic Member Services Specialist at Vystar Credit Union with exceptional communication and customer engagement skills. Proven track record in enhancing member satisfaction through effective account maintenance and workflow management. Recognized for building strong relationships and delivering solutions that meet client needs, contributing to a positive service environment.

Overview

16
16
years of professional experience

Work History

Member Services Specialist

Vystar Credit Union
02.2025 - Current
  • Provided quality member services to our members by performing transactions that are requested by members or answering their questions, which may be related to Internet Banking, Magic*Touch, their account history or member service, loan, VyStar Investment Services products and/or VyStar Real Estate Services.
  • Member Service transactions include but are not limited to fund transfer, wire transfer, Internet Banking PIN reset, stop payments, opening checking accounts, money market accounts, Certificate of Deposit accounts or other savings accounts, etc.
  • Expected to acquire extensive product knowledge of deposit products along with the operational function of those products. Attained knowledge of Regulation CC, Regulation D, Regulation B and Regulation Z, Bank Secrecy Act/Anti-Money Laundering (BSA/AML), Currency Transaction Report (CTR), etc.
  • Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.

Mentor of Business Development

RXO
10.2022 - 02.2025
  • Served as a role model for professionalism, integrity, and dedication within the mentorship program environment.
  • Enhanced mentee performance by providing personalized guidance and support.
  • Served as role model for mentees by demonstrating strong values and ethical standards.
  • Guided mentees in overcoming challenges by sharing personal experiences and offering practical advice.
  • Monitored mentee performance consistently, identifying areas of improvement and adjusting mentorship approaches accordingly.
  • Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential.

Onboarding Specialist

Iron Mountain
08.2021 - 10.2022
  • Owning and investigating customer generated issues across all IM products, use critical thinking to identify solutions, escalating to the relevant Customer Care team or relevant business area where first touch resolution is not possible.
  • Liaising with the wider Care teams to support the resolution of customer queries in a timely and professional manner.
  • To ensure a professional, courteous and pro-active flow of communication between the business and the clients it serves. This will include regular interaction with the customer and all business areas.
  • Subject Matter Expert - using your experience and knowledge on all products and processes
  • Maintain extensive product knowledge
  • Develop strong working relationships and work collaboratively with internal stakeholders and confidently and appropriately challenging behaviors where required.
  • Effective case management in adherence with agreed SLA’s
  • Support Customer Care Management Team with mentoring and Coaching - imparting your own experiences on to the CCR's to guide them in support of our customers.
  • Promote the Iron Mountain brand and value proposition.

Solution Domain Personal Service Agent

HPE
01.2021 - 09.2021
  • Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
  • Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
  • Assisted clients with inquiries, resolving issues promptly and professionally for improved client relations.
  • Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
  • Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
  • Completed all necessary paperwork accurately and efficiently to ensure proper documentation of transactions.

Pest Control Inspector

Massey Services Pest Prevention
11.2019 - 01.2021
  • Provided excellent customer service by addressing client inquiries promptly and professionally.
  • Expanded business clientele by participating in local networking events, trade shows, and referral programs.
  • Contributed to a positive company reputation through consistent professionalism and adherence to high-quality standards during all interactions with clients and colleagues.
  • Participated in ongoing training opportunities, enhancing expertise in various aspects of the pest control industry.
  • Optimized treatment efficacy by continuously updating pesticide application techniques based on research findings and industry advancements.
  • Strengthened relationships with existing customers, providing ongoing support as needed for recurring services or new issues that arose.
  • Served as a mentor to new hires, sharing knowledge and expertise to help them excel in their roles as Pest Control Inspectors.
  • Educated clients about integrated pest management strategies to promote environmentally responsible practices.

Onsite Coordinator

HPE
04.2019 - 10.2019
  • Ensured a smooth transition during employee turnover periods by managing recruitment processes, conducting interviews, and overseeing onboarding procedures.
  • Managed daily onsite operations for seamless workflow and improved productivity.
  • Supported business development initiatives by preparing proposals, presentations, and other marketing materials as needed.
  • Fostered a positive work environment that encouraged teamwork, open communication, and mutual respect among employees.

Customer Service Representative

The Home Depot Store Contact Center
01.2017 - 11.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Call Center Supervisor

Donnelly Communications
06.2013 - 11.2014
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.

Project Accountant

Balfour Beatty Construction
06.2013 - 11.2014
  • Enhanced communication between accounting and project management teams with regular financial updates and collaborative meetings.
  • Monitored project costs, developed job cost forecasts, managed cash flow and approved invoices for payment.
  • Eliminated discrepancies by carefully reviewing budgets to prevent overspending and adhere to financial objectives.
  • Increased efficiency of month-end closing procedures through streamlining tasks such as account reconciliations, journal entry preparations, and report generation.
  • Collaborated with project managers to develop accurate cost estimates for upcoming projects, increasing overall profitability.
  • Implemented effective cost control measures, proactively identifying deviations from budgets and taking corrective action when necessary.

Assistant Manager

Kay Jewelers
10.2009 - 05.2012
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.

Education

High School Diploma -

Jefferson High
Shenandoah Junction, WV
05-2004

Skills

  • Customer service standards
  • Strong empathy
  • Customer engagement
  • Exceptional communication
  • Relationship building
  • Data entry proficiency
  • Account maintenance
  • Workflow management
  • Payment management
  • Call center operations
  • CSR systems

Timeline

Member Services Specialist

Vystar Credit Union
02.2025 - Current

Mentor of Business Development

RXO
10.2022 - 02.2025

Onboarding Specialist

Iron Mountain
08.2021 - 10.2022

Solution Domain Personal Service Agent

HPE
01.2021 - 09.2021

Pest Control Inspector

Massey Services Pest Prevention
11.2019 - 01.2021

Onsite Coordinator

HPE
04.2019 - 10.2019

Customer Service Representative

The Home Depot Store Contact Center
01.2017 - 11.2018

Call Center Supervisor

Donnelly Communications
06.2013 - 11.2014

Project Accountant

Balfour Beatty Construction
06.2013 - 11.2014

Assistant Manager

Kay Jewelers
10.2009 - 05.2012

High School Diploma -

Jefferson High

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