Carol Ogelvie
Monteagle,TN
Summary
Dynamic professional known for exceptional relationship-building and communication skills. Experienced in educating members about products and services while consistently achieving high customer satisfaction ratings through effective problem resolution.
Overview
18
18
years of professional experience
Work History
Member Service Representative
Redstone Federal Credit Union
Murfreesboro, Tennessee
03.2021 - Current
- Assisted members with account inquiries and transactions.
- Educated members on credit union products and services.
- Resolved member issues through effective communication and problem-solving.
- Maintained accurate member records in the database system.
- Answered incoming calls regarding membership benefits and services.
- Enhanced member relationships by providing excellent service during each interaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Handled customer complaints in an efficient and courteous manner.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Collaborated with team members to improve service delivery.
- Created inviting atmosphere for customers to enhance their experience.
- Processed loan applications and gathered required documentation.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Presented and explained services and products to meet member needs.
- Identified opportunities for cross-selling additional products or services based on member needs.
- Verified identity information on new accounts using established procedures.
- Monitored compliance with organizational security protocols when interacting with members.
- Participated in team meetings to discuss customer service strategies and goals.
- Responded promptly to emails from members seeking assistance.
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
- Followed up with customers after their interaction with the organization's services.
Relationship Representative, ITHead Teller, Teller
Ascend Federal Credit Union
Murfreesboro, TN
07.2008 - 03.2021
- Cultivated customer relationships through personalized service and effective communication.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Interacted with customers to identify needs, resolve issues, and provide product information.
- Assisted members with account inquiries and transactions.
- Educated members on credit union products and services.
- Resolved member issues through effective communication and problem-solving.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Enhanced member relationships by providing excellent service during each interaction.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Developed and maintained relationships with clients to ensure customer satisfaction.
Education
High School Diploma -
Smyrna High School
Smyrna, TN05-1988
Skills
- Account management
- Loan processing
- Database maintenance
- Compliance monitoring
- Product knowledge
- Customer relationship management
- Cross-selling strategies
- Effective communication
- Problem solving
- Relationship building
- Team collaboration
- Document processing
Timeline
Member Service Representative
Redstone Federal Credit Union
03.2021 - Current
Relationship Representative, ITHead Teller, Teller
Ascend Federal Credit Union
07.2008 - 03.2021
High School Diploma -
Smyrna High School