Allison Balliet

My current role is a Service Center 3 Agent. I take inbound calls, and depending on the circumstances required for some members, make outbound calls as well. Outbound calls are typically to follow up on troubleshooting steps and updates. Some of my responsibilities in this role include but are not limited to providing members their balances, completing transfers (including wires), processing payments, filing fraud and dispute claims, issuing new cards and card replacements. My position also places me as their financial guide, while I am assisting them with any needs they may call in about, I also include a value proposition to make sure I am finding opportunities to save them money, set up products and services that will make banking more efficient and easy to navigate, and put in referrals if they are looking for a service that is outside my department. In addition to this, my role as a SC 3 Agent, I troubleshoot a variety of Online issues as well, including Zelle, Billpay, Mobile Deposit, and our Mobile App.

Before this role, I was a Service Center Agent which included all the above responsibilities, minus the Online Experience. I was also an Inbound Loans Agent, processing loans and general membership applications. This role required us to run ID verification systems and credit pulls. My experience from MACU includes NMLS Licensing, as well as with Customer Service Tool (CST), Symitar Epysis, Alacriti, Workday, and CRM.

• Enhanced member satisfaction by providing timely and accurate information on services, products, and policies.
• Reduced call wait times by utilizing Speed and Focus (part of the MACU way) efficiently addressing member inquiries and resolving issues in a timely manner.
• Collaborated with team members or our leaders to improve overall service center performance and streamline processes.
• Increased member retention by delivering exceptional service and promptly resolving complaints or concerns.

During my time here at CaptionCall, the job description is the exact same as when I worked here from June 2014 to March 2015.

• Enhanced caption accuracy by diligently reviewing and editing live captions in realtime.
• Streamlined communication between hearing-impaired clients and businesses by providing accurate and timely captions for phone calls.
• Collaborated with fellow captioning agents to maintain a high standard of service and professionalism, especially if there were areas of opportunity to learn.

City Cakes & Cafe is an entirely vegan bakery. One of the requirements for this job included renewing my Food Handler's Permit, as we not only handled vegan goods, but gluten-free products and products containing nuts. My role here extended to a lot of different services, most importantly providing friendly customer services and accomodations for any needs/requests they might've had. Going beyond vegan and gluten-free, we were diligent if a member required a products made with no sugar or nuts. My tasks included using our POS system to take customer orders, counting the till at night after we closed, completing cake orders (both over the phone and in person), bake-offs if we were running low on any products. I was also tasked with decorating some of the goods before putting in the case. This job also required heavy lifting, dishes, weekly cleaning and locking up at night, setting up the alarm as well.

• Enhanced customer satisfaction by efficiently preparing and serving high-quality goods.
• Maintained a clean and organized workspace for optimal productivity and safety.
• Increased repeat business by providing exceptional customer service and building rapport with patrons.
• Streamlined order processing through accurate cash handling and efficient use of the point-of-sale system.

At the time of this role, I took care of two elementary and middle school aged girls. At the time they were 8-10 and 4-6 years old. For this role, I obtained an Adult and Pediatric First Aid/CPR/AED Certificate. My duties included providing them with breakfast in the morning, lunch to bring to school, and walking them to the bus stop to ensure they got there safely. Before the youngest one was in school, I assisted her in helping her to read as well as write, putting her down for a nap and would arrange playdates. Other things included replenishing any food or items if we were running low, I would do their hair in the morning, have movie nights, and take them to the park down the street.

• Enhanced children''s emotional well-being by providing attentive care and nurturing relationships.
• Promoted intellectual development through reading, storytelling, and engaging educational activities.
• Ensured children''s safety and comfort by consistently monitoring their environment and addressing potential hazards.
• Encouraged physical activity with outdoor play, for improved health and motor skills development.

CaptionCall is part of Sorenson, which is a Deaf Relay company. CaptionCall designed phone specifically for those who are hard-of-hearing. Myself as the Captioning Agent, I would listen in on phone calls for the customer and I would dictate everything I heard verbatim (including in the call if there was background noise, audible sounds such as laughing or coughing, hold music, etc.) and everything I said would appear on my screen, as well the customer's screen. If a mistake was made during my captioning, I could edit it out to ensure the information on the call was accurate as possible. In doing this, if there was anything the customer missed, they could go back and re-read the conversation. Calls included everything from personal, business, doctor's appointments, conference calls, etc. For my role here, I am experienced with Dragon software.

• Enhanced caption accuracy by diligently reviewing and editing live captions in realtime.
• Streamlined communication between hearing-impaired clients and businesses by providing accurate and timely captions for phone calls.
• Collaborated with fellow captioning agents to maintain a high standard of service and professionalism, or if there was an area of opportunity to learn.

As a cafe server for Barnes & Noble, I was efficient in cashiering, providing quick and friendly customer service. My role included performing multiple tasks, a lot of which included heavy lifting and physical labor. Apart from learning the recipes and making different drinks (mainly coffee and tea), we also had to prepare the food, complete weekly cleaning, date the food and ingredients. We also had different projects our manager had us work on, especially during the holidays or if there was a certain event in town. Occasionally I also worked on the book floor and in the music department if we were short staffed. This included helping customers find certain books, CD's, or movies they were looking for, and putting away left out products in an organized fashion.

• Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
• Maintained a clean and organized workspace for optimal productivity and safety.
• Increased repeat business by providing exceptional customer service and building rapport with patrons.
• Streamlined order processing through accurate cash handling and efficient use of the point-of-sale system.
• Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.

For my role here, I took inbound chats, oftentimes helping two members at a time, and on occasion would make outbound calls to members if they requested it. I helped members with many issues, including warranty replacements, service issues, physical/liquid damage, phone upgrades, and case management. I also resolved billing issues, and owuld follow a structured system to ensure any issues would be resolved effectively and efficiently.

• Enhanced customer satisfaction by efficiently addressing and resolving inquiries through chat support.
• Streamlined resolution process for common issues, resulting in faster response times and improved customer feedback.
• Collaborated with team members to share knowledge and develop strategies for handling complex cases.
• Managed high volume of chat inquiries while maintaining a professional and empathetic tone throughout interactions.