Summary
Overview
Work History
Education
Skills
Timeline
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August Williams

Summary

Knowledgeable and dedicated customer service professional with extensive experience in member services. A solid team player with a friendly, positive demeanor and proven skills in establishing rapport with members and customers. Motivated to maintain customer satisfaction and contribute to the credit union's success.

Overview

9
9
years of professional experience

Work History

Financial Coach

Wright Patt Credit Union
04.2025 - Current
  • Originate loan applications and open share accounts.
  • Provide detailed information about the various loan & share products available at Wright-Patt Credit Union.
  • Assist members/non-members in improving credit with effective credit monitoring and expense tracking.
  • Collaborate with other partners to offer holistic financial advice and information tailored to individual needs.
  • Navigate challenging life events alongside members, such as job loss or divorce, offering emotional support while addressing financial concerns.

Member Experience Representative

Wright Patt Credit Union
08.2022 - 04.2025
  • Provided basic information and service to members and non-members, including hours of operation, locations, basic member qualifications, and appointment scheduling.
  • Maintained accurate records of all member communications and transactions, ensuring seamless coordination between departments involved in servicing accounts.
  • Fielded complaints and criticism and provided actionable resolutions to issues.
  • Communicated empathetically with members to identify conflict resolutions and ensure positive member interactions.
  • Accurately responded to inbound phone calls using designated script, active listening skills, and extensive product knowledge to solve member queries.

Patient Access Representative

Nationwide Children's Hospital
03.2017 - 08.2022
  • Welcomed patients and conducted check-ins and check-outs.
  • Answered multi-line phone system, and directed callers to the appropriate departments.
  • Delivered administrative support to nurses and physicians in high volume, acute care environments, including scheduling appointments, updating medical records, and managing calendars.
  • Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
  • Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.

Education

Psychology

Heidelberg University
Tiffin, OH

Skills

  • Manage multi-line phone systems in a call center setting
  • Ability to learn and apply new applications and procedures
  • Quality communication with members and partners
  • Complaint handling
  • Account reconciliation
  • Document processing
  • Attention to detail
  • Problem-solving skills

Timeline

Financial Coach

Wright Patt Credit Union
04.2025 - Current

Member Experience Representative

Wright Patt Credit Union
08.2022 - 04.2025

Patient Access Representative

Nationwide Children's Hospital
03.2017 - 08.2022

Psychology

Heidelberg University

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August Williams