Aelina Heuser
Wausau,WI
Summary
Career to date has been dedicated to customer service representation with 10 years of experience of being a team player with a positive attitude and motivation to maintain customer satisfaction and contribute to company success. I do a good job at explaining what a good product would be to fit a member or customers needs. And I am good at getting to the root of problems and catering to customers or members needs.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Member Contact Center Consultant
CONNEXUS CREDIT UNION
05.2020 - Current
- As a Senior Consultant at Connexus I am answering a variety of phone calls from our members such as, questions about their debit card, or a transaction in their account (authorized or not authorized), understanding which product or service would be best for them. Closing out share certificates, and going over rates and promotions Connexus has to offer our members.
- How transferring money in or out of the account works, using an account number or debit card number and what those options look like.
- I have quoted loan pay offs, offered assistance and explanations on how loans work such as interest and how to make payments.
- I coach member Contact Center Consultants when they get hired and teach them tips and tricks for using our multiple sites we use everyday.
- As a Senior Consultant I also have coverage every week answering questions members have that other agents do not know the answer to, and or assisting them in finding the answer
- If there is an issue I am making sure I can get this corrected by myself or my manager to ensure our members are satisfied.
- Additionally, I have been in charge of quarterly staff meetings within our department.
Member Contact Center Consultant
CONNEXUS CREDIT UNION
04.2018 - 05.2020
- In the member Contact Center I am answering phones and answering members questions 50+ calls a day.
- Assist members with transactions over the phone, email and chats
- Identify members issues and assist them with the best possible solutions.Using my knowledge to assist members and upselling them to other products and services.
Operational Specialist
Footlocker Inc
02.2017 - 04.2018
- I work on computers all day, crediting peoples credit cards back for refunds as well as assisting other agents with customer issues.
- Using different applications to take orders from customers and help them find a package if theirs was not delivered.
Cashier/Customer Service
Macy's
10.2016 - 01.2017
- Opened the cash registers, answered phone calls all day
- Handled different kinds of payments, answered questions about different products
- Upselling customers to apply for a Macy's credit card yo better fit thier needs and save money.
- Kept the area neat and tidy
- Made sure the work tasks that needed to be completed were before leaving everyday
- And closing down the cash registers.
Caregiver
Renaissance Assisted Living
09.2014 - 06.2016
- Responsible for the 80 residents and their care that I provide them also the well-being of the residents and making sure they are healthy, happy and clean (bathed)
- Waking them up if needed and making sure they are ready for the day
- Keeping an accurate record of medications and making sure that residents get to where they need to be on time and as needed
- Making sure the residents stayed happy and if they were not finding a way to cheer them up IE playing a game or spending extra quality time.
- Making their beds and keeping their rooms tidy.
Receiving Clerk
Eastbay distribution center
08.2012 - 09.2014
- Responsible for investigating and reducing the number of receiving errors
- Updating a table of rework required with communication with the buyers
- maintaining an accurate log of PNOG;
- organizing the sock rework
- making carbonized labels for vendor PO's (purchase order numbers)
- As well as assisting rework associates with questions on vendor product and PO's (product order number) and maintaining/creating other receiving reports as required.
Sales associate/cashier
Victoria's Secret Store
01.2012 - 06.2014
- Consisting of opening boxes, opening the product, and putting sensors on the product
- Then sizing product and putting it out on the floor to get sold.
Store Associate
Victoria's Secret Store
09.2012 - 11.2013
- Consisting of making sure product is correct, if the product comes in from the vendor and it is not correct then fixing the problem, comes in with the wrong sku, size or qty and fixing that problem before it is sold to the customer.
Cashier/Customer Service
Domino's Pizza
02.2012 - 06.2012
- Taking phone orders,
- Making the pizzas, and working the oven.
- Tidying up, sweeping
- answering the drive thru to assist customers as well. Making sure to get thier order right. Or Making sure its corrected if it's not.
Cashier/ Customer Service
Levin's Dry Goods
06.2010 - 02.2012
- Sweeping the floor,
- using the cash register, helping out customers.
- answering phone calls, making catalog orders and sizing people for shoes.
CNA - Certified Nursing Assistant
Florence Nursing Home
11.2009 - 05.2010
- Helping residents get up for the day, assisting them with daily activities
- Eating, showering, and putting on clothes.
Education
Associate's - Emt
McHenry County College
Crystal Lake, IL01.2012
Diploma -
Marengo High School
Marengo, IL05.2010
Skills
- Microsoft
- Spreadsheets
- Typing
- Positive attitude
- Strong organizational skills
- Creative problem solver
- Great bubbly personality
- Energetic work attitude
- Positive Customer service
- Adaptability
- Multitasking
- Communication
- Empathy
Certification
- CPR/First Aid
- Certified Nursing Assistant (CNA)
Additional Information
Documentation Skills, Critical thinking, Time Management
Personal Information
Willing To Relocate: Wausau, WI
Timeline
Senior Member Contact Center Consultant
CONNEXUS CREDIT UNION
05.2020 - Current
Member Contact Center Consultant
CONNEXUS CREDIT UNION
04.2018 - 05.2020
Operational Specialist
Footlocker Inc
02.2017 - 04.2018
Cashier/Customer Service
Macy's
10.2016 - 01.2017
Caregiver
Renaissance Assisted Living
09.2014 - 06.2016
Store Associate
Victoria's Secret Store
09.2012 - 11.2013
Receiving Clerk
Eastbay distribution center
08.2012 - 09.2014
Cashier/Customer Service
Domino's Pizza
02.2012 - 06.2012
Sales associate/cashier
Victoria's Secret Store
01.2012 - 06.2014
Cashier/ Customer Service
Levin's Dry Goods
06.2010 - 02.2012
CNA - Certified Nursing Assistant
Florence Nursing Home
11.2009 - 05.2010
Associate's - Emt
McHenry County College
Diploma -
Marengo High School
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