Catherine Lito
Anchorage
Summary
With a proven track record at CU1, I excel in customer service and financial accuracy, enhancing member satisfaction and retention. My expertise in resolving complex issues and mentoring teams, combined with strong empathy and exceptional communication skills, has consistently surpassed performance targets, fostering positive environments and driving business success.
Overview
7
7
years of professional experience
Work History
Sr Member Service Representative
CU1
09.2023 - Current
- Fostered a positive working environment through regular feedback sessions and encouragement of open communication among team members.
- Boosted retention rates with diligent follow-ups on member inquiries and timely resolution of issues.
- Demonstrated commitment to excellence in member service by consistently meeting or exceeding performance targets.
- Managed escalated issues adeptly, negotiating resolutions that balanced both member needs and business objectives.
Accountant Assistant
Hilton Anchorage
05.2023 - 09.2023
- Answered phone calls regarding financial matters such as payments due.
- Documented business expenses and sales.
- Helped prepare month-end, quarterly and year-end closings.
- Reconciled house accounts monthly, identifying discrepancies for prompt resolution.
- Maintained confidentiality of sensitive financial data, adhering to company policies and industry best practices.
- Provided clerical support to all accounting professionals in department.
Support Representative
CU1
02.2020 - 05.2023
- Maintained high levels of member satisfaction with proactive follow-ups and clear communication.
- Trained new support representatives, ensuring a consistent level of service quality across the team.
- Conducted regular reviews of support tickets to identify patterns and opportunities for optimization.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Collaborated with cross-functional teams to identify and resolve recurring product issues.
- Reduced overall average handle time by identifying underlying root causes behind common user inquiries.
- Utilized CRM tools proficiently in order to track customer interactions accurately.
Night Auditor
Motel 6
07.2021 - 05.2022
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Followed company security and check-in policies and procedures and reported suspicious activity to security.
Member Service Representative I, II & Senior MSR
CU1
10.2018 - 02.2020
- Helped large volume of members every day with positive attitude and focus on member satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced member satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified member identification and documentation for compliant transactions.
Teller
CU1
02.2018 - 10.2018
- 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 members transactions promptly, minimizing wait times.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Educated members on use of banking website and mobile apps.
Front Desk Agent/Driver
Ramada Hotel
08.2017 - 02.2018
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
Education
High School Diploma -
A.J. Dimond High School
Anchorage05-2012
Skills
- Strong empathy
- Customer service expertise
- Exceptional communication
- Training and mentoring
- Membership renewals
- Adaptability
Languages
Samoan
Native or Bilingual
Timeline
Sr Member Service Representative
CU1
09.2023 - Current
Accountant Assistant
Hilton Anchorage
05.2023 - 09.2023
Night Auditor
Motel 6
07.2021 - 05.2022
Support Representative
CU1
02.2020 - 05.2023
Member Service Representative I, II & Senior MSR
CU1
10.2018 - 02.2020
Teller
CU1
02.2018 - 10.2018
Front Desk Agent/Driver
Ramada Hotel
08.2017 - 02.2018
High School Diploma -
A.J. Dimond High School
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