Open To Work
Carla Roberts
Farmington,MN
Summary
Dynamic Member Experience Representative with a proven track record at Blaze Credit Union, enhancing member engagement through exceptional communication and CRM expertise. Successfully resolved inquiries, boosting satisfaction rates and retention. Skilled in performance tracking and dispute resolution, driving actionable improvements in service delivery and operational efficiency.
Overview
7
7
years of professional experience
Work History
Member Experience Representative
Blaze Credit Union
Falcon Heights
04.2023 - 09.2025
- Enhanced member engagement through personalized service and effective communication strategies.
- Resolved member inquiries efficiently, ensuring high satisfaction and retention rates.
- Collaborated with team to streamline onboarding processes, improving overall member experience.
- Analyzed member feedback to identify trends and recommend actionable improvements.
- Educated members on financial products, increasing awareness and usage of services offered.
Member Account Representative II
Royal Credit Union
Inver Grove Heights, MN
01.2022 - 03.2023
- Managed member inquiries effectively, providing accurate information on account services and products.
- Processed account openings and closures, ensuring compliance with regulatory requirements.
- Assisted members with digital banking tools, enhancing user experience and engagement.
- Resolved account discrepancies through detailed investigation and collaboration with internal teams.
- Conducted regular follow-ups to ensure ongoing member satisfaction and retention initiatives.
Eligibility Specialist
Medical Transportation Management
Mendota Heights, MN
01.2019 - 01.2021
- Evaluated and processed eligibility applications to ensure compliance with regulations.
- Collaborated with healthcare providers to streamline patient transportation requests.
- Mentored junior staff in best practices for eligibility determination and case management.
- Facilitated communication between departments to enhance operational workflows and service delivery.
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
Education
High School Diploma -
Metropolitan State University
Saint Paul, MN08-2022
Skills
- Exceptional communication
- CRM software expertise
- Performance tracking
- Call center experience
- Banking
- Document processing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved 95% customer satisfaction by providing great rapport with members while seamlessly completing successful navigation of internal software with accuracy and efficiency.
- Documented and resolved disputes and customer concerns which led to follow up calls to resolve reported issues.
Timeline
Member Experience Representative
Blaze Credit Union
04.2023 - 09.2025
Member Account Representative II
Royal Credit Union
01.2022 - 03.2023
Eligibility Specialist
Medical Transportation Management
01.2019 - 01.2021
High School Diploma -
Metropolitan State University