Carlene Schoeneckder
Customer Service Representative
West Bend,Wisconsin
Summary
Personable and cheerful customer service professional with over 20 years of experience in resolving account and service concerns for banking customers. Skilled at smoothly uncovering and solving challenges while promoting company products and maintaining loyal, satisfied customers. Able to remain calm and composed in stressful situations, excelling at reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions.
Overview
26
26
years of professional experience
Work History
Card Services Representative
Waukesha State Bank
04.2021 - 09.2024
- Code customers accounts and debit cards
- Pull reports to make sure that debit cards are properly turned off and deleted from the customer's profile.
- Take calls from customers or Branches if they have issues with debit cards.
- File disputes, issue Provisional credit if the situations calls for it.
- Took ownership of mistakes and problems until issue resolved to customer's satisfaction.
- Print out card applications and verifying the match against our reports
- Enhanced customer satisfaction by efficiently resolving cardholder inquiries and concerns.
- Increased efficiency in dispute resolution, maintaining detailed documentation and thorough investigations.
Call Center Customer Service Representative
Associated Bank
06.2018 - 07.2020
- Respond to customer inquiries through multiple channels including telephone, e-mail, and digital channels (including online, mobile & IVR) in a 24 x7x 365, cross functional Contact Center
- Provide extraordinary customer service to Associated Bank customers ensuring first contact resolution
- Deepen customer relationships by providing knowledgeable product and support advice
- Listen empathetically and respond to difficult customers calmly and with confidence
- Meet daily quality and productivity standards to ensure department goals are met
- Make a difference to customers by providing them with support and outcomes that benefit them
- Demonstrate a strong work ethic with creative problem-solving and decision-making skills
- Professional with a positive attitude
- Agile in a changing environment and be able to adjust one's approach to a situation, constraints or multiple demands
- Learn and navigate comfortably in an ever-changing technical systems environment
- Prioritize and accomplish multiple tasks while effectively servicing customers in a timely manner
Customer Advocate II
Bank Mutual
06.2017 - 06.2018
- Met all customer call guidelines including service levels, handle time and productivity
- Responded to customer requests for products, services and company information
- Maintained up-to-date knowledge of product and service changes
- Accessed multiple databases to investigate customer questions and concerns
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Investigated and resolved customer inquiries and complaints quickly
- Documented customer concerns and inquiry resolutions in internal computer system
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Provided primary customer support to internal and external customers in fast-paced environment
- Effective liaison between customers and internal departments
Customer Service Associate
Walgreens
02.2018 - 04.2018
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Managed customer relations and customer service through daily communication and interaction.
- Greeted customers entering store and promoted sales or special programs.
- Advocated for customers and reported on observed areas for product or service improvement.
Assistant Bank Office Manager
Bank Mutual
05.2015 - 06.2017
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Supervised and guided new employees on Procedures and Policies and responded quickly to questions, which improved understanding of job responsibilities.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Upheld strict financial controls by keeping funds secure and accurately transferring monies.
- Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft.
- Checked amount details and fraud markers for transaction papers such as checks and money orders.
- Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Transferred and directed phone calls, guests and mail to correct staff members.
Personal Banker
Guaranty Bank
02.2012 - 05.2015
- Created innovative financial solutions to meet customer needs and provide competitive edge.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Expanded client base by promoting new financial products.
- Established rapport with new clients to increase satisfaction and loyalty.
Teller Supervisor II
Associated Bank
01.2003 - 05.2011
- Checked amount details and fraud markers for transaction papers such as checks and money orders.
- Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
- Promoted products or services to each customer to consistently achieve sales targets.
- Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Upheld strict financial controls by keeping funds secure and accurately transferring monies.
- Enthusiastically greeted customers and offered dedicated services
- Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse.
- Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
- Executed customer transactions, including deposits, withdrawals, money orders and checks.
- Processed quarterly vault and ATM audits with zero error rate.
- Coordinated daily cash reconciliation in high-volume location.
Teller/Lead Teller
Associated Bank
08.1998 - 01.2003
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Upheld strict financial controls by keeping funds secure and accurately transferring monies.
- Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
- Promoted products or services to each customer to consistently achieve sales targets.
- Checked amount details and fraud markers for transaction papers such as checks and money orders.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft.
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
- Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
Education
No Degree -
Cerro Coso College
Edwards AFB CAHigh School Diploma -
Alamogordo High School
Alamogordo, NM05.1987
Skills
- Microsoft Office
- Call center operations
- Money handling abilities
- Training development aptitude
- Staff education and training
- Professional telephone demeanor
- Cleaning
- Client Needs Assessment
- Scheduling
- Sales
- Service recommendations
- Documentation and reporting
- Written and oral communication
- Sales Goals
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Card Services Representative
Waukesha State Bank
04.2021 - 09.2024
Call Center Customer Service Representative
Associated Bank
06.2018 - 07.2020
Customer Service Associate
Walgreens
02.2018 - 04.2018
Customer Advocate II
Bank Mutual
06.2017 - 06.2018
Assistant Bank Office Manager
Bank Mutual
05.2015 - 06.2017
Personal Banker
Guaranty Bank
02.2012 - 05.2015
Teller Supervisor II
Associated Bank
01.2003 - 05.2011
Teller/Lead Teller
Associated Bank
08.1998 - 01.2003
No Degree -
Cerro Coso College
High School Diploma -
Alamogordo High School
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