Summary
Overview
Work History
Education
Skills
Notary
Timeline
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Cassandra Walls

Liberty Lake,WA

Summary

With a proven track record at Horizon Credit Union, I excel in customer service and financial transactions, showcasing my ability to enhance member satisfaction and financial wellbeing. My expertise in MS Office and relationship building, coupled with mentoring new hires, has significantly uplifted team productivity and customer investment opportunities.

Overview

8
8
years of professional experience

Work History

Member Service Representative

Horizon Credit Union
01.2023 - Current
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Responded to customer calls and emails to answer questions about products and services.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Verified customer identification and documentation for compliant transactions.
  • Assisted members with account management, including updating personal information and setting up automated payments.
  • Processed account transactions accurately, ensuring proper documentation and timely processing.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
  • Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
  • Opened customer accounts and provided deposit and withdrawal receipts.
  • Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
  • Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
  • Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
  • Promoted a positive work environment by fostering open communication between colleagues and supervisors.
  • Cross-sold bank services and products to uplift customer investments.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Lead Cashier

North 40 Outfitters
08.2019 - 12.2022
  • Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
  • Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
  • Resolved customer complaints empathetically yet professionally, salvaging potentially negative experiences into positive ones.
  • Developed strong rapport with colleagues across departments, fostering teamwork that led to smooth operations.
  • Led cashiers and associates in providing thoughtful customer service.
  • Taught employees fundamentals of register use, merchandise scanning and customer service.
  • Mentored other store employees in customer service and assistance to help improve overall satisfaction.
  • Reduced cashier errors by implementing thorough training programs for new employees.
  • Managed staffing levels to provide optimal support for cash register operations.
  • Mentored junior cashiers in the proper handling of difficult situations, fostering a supportive work environment.
  • Handled cash with high accuracy and took care to check bills for fraud.

Team Leader

Paradies Lagardere
12.2016 - 03.2019
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.

Education

Associate Of General Studies -

Spokane Community College
Spokane, WA

Skills

  • Customer Service
  • Financial Transactions
  • Customer Support
  • Credit Union Knowledge
  • Call center experience
  • Relationship Building
  • Money handling abilities
  • Customer Relations
  • MS Office

Notary

Licensed notary in Washington state.

Timeline

Member Service Representative

Horizon Credit Union
01.2023 - Current

Lead Cashier

North 40 Outfitters
08.2019 - 12.2022

Team Leader

Paradies Lagardere
12.2016 - 03.2019

Associate Of General Studies -

Spokane Community College

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Cassandra Walls