Summary
Overview
Work History
Education
Skills
Timeline
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Carla Jouse

Springfield,IL

Summary

Polite and professional Electronic Services Specialist successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Known for having "customer first" mentality.

Overview

21
21
years of professional experience

Work History

Electronic Services Specialist

Citizens Equity First Credit Union
05.2024 - Current
  • Enhanced customer satisfaction by promptly addressing and resolving technical issues.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Member Service Representative

Citizens Equity First Credit Union
04.2022 - 05.2024
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Developed and maintained strong customer relationships, providing exceptional service and advice.
  • Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
  • Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
  • Educated customers on features and benefits of banking products and services.
  • Increased client satisfaction by providing tailored financial advice and personalized banking solutions.
  • Opened, closed, and updated accounts for customers.

Member Assistant

Citizens Equity First Credit Union
09.2019 - 04.2022
  • Handled sensitive member situations with professionalism, demonstrating empathy while adhering to company guidelines.
  • Enhanced member satisfaction by providing exceptional customer service and promptly addressing concerns.
  • Participated in regular training sessions, staying up-to-date on industry trends and best practices for optimal service delivery.
  • Provided timely assistance to staff during high-traffic periods, ensuring smooth operations and member satisfaction.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Processed customer transactions promptly, minimizing wait times.
  • Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
  • Assisted customers with account inquiries, resolving issues promptly and professionally.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.

Shift Supervisor

Starbucks Corporation
10.2014 - 09.2019
  • Responsible for paring tills, paring the safe, completing deposits
  • Document inconsistencies on money coming in or going out
  • Assist customers by providing friendly, helpful service
  • Educate customers on products and services that the company offers
  • Complete store opening and closing procedures, including setting up registers and checking products

Simulated Patient

SIU School Of Medicine
08.2003 - 10.2014
  • Provided feedback to medical students learning bedside manner by acting as a patient for medical students
  • Learned and retained information vital to acting as a patient
  • Responsible for assessing medical students' interpersonal skills and documenting this information
  • Participated in one-on-one meetings with students to evaluate their progress

Education

Mathematics Major -

Lincoln Land Community College
Springfield, IL

High School Diploma -

Lawrence Adult Education Center
Springfield, IL
01.2005

Skills

  • Operations management
  • Customer Support
  • Staff management
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Verbal and written communication
  • Advanced Excel Spreadsheet Functions

Timeline

Electronic Services Specialist

Citizens Equity First Credit Union
05.2024 - Current

Member Service Representative

Citizens Equity First Credit Union
04.2022 - 05.2024

Member Assistant

Citizens Equity First Credit Union
09.2019 - 04.2022

Shift Supervisor

Starbucks Corporation
10.2014 - 09.2019

Simulated Patient

SIU School Of Medicine
08.2003 - 10.2014

Mathematics Major -

Lincoln Land Community College

High School Diploma -

Lawrence Adult Education Center

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Carla Jouse