Catrena Atchley
Rexburg,ID
Summary
Results-driven professional prepared for role in member services, bringing proven track record of enhancing member satisfaction and resolving issues efficiently. Known for collaborative teamwork and achieving impactful results in dynamic environments. Expertise in communication, problem-solving, and adaptability aligns with high standards expected in this field. Professional with strong background in customer service and support, ready to excel in member-focused environment. Known for effective communication, problem-solving, and adaptability. Strong emphasis on teamwork and achieving results. Skilled in conflict resolution, CRM systems, and multitasking. Trusted team player who adapts to changing needs.
Overview
9
9
years of professional experience
Work History
Member Service Agent 3
Mountain America Credit Union
Rexburg, ID
03.2021 - 04.2025
- Achieved rewards for reaching the Monthly Metrics
- Achieved Outstanding Associate for Two months in 2023
- Resolved member issues efficiently, utilizing strong problem-solving skills and comprehensive knowledge of company policies.
- Supported members with account management tasks, including updating personal information and troubleshooting login issues.
- Improved overall efficiency by identifying patterns in common member inquiries and proposing solutions for proactive communication efforts.
- Assisted in training new hires, sharing best practices and imparting valuable industry knowledge to ensure their success.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated and engaged customers with new bank products and services.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Resolved customer issues through thorough dispute investigation.
Store Manager Loan Officer
The Cash Store
Layton, UT
07.2019 - 03.2020
- Communicated with everyone who came in or called in for a loan
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
Customer Service Associate
Walmart
Las Vegas, NV
09.2016 - 06.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Improved customer experience by maintaining high level of product knowledge and sharing it effectively.
Education
High School Diploma -
Skyline High School
Idaho Falls, ID06.2013
Some College (No Degree) - Business Management
Brigham Young University Idaho
Rexburg, IDSkills
- Patience and tolerance
- Professionalism and courtesy
- Building rapport
- Customer support
- Relationship building
- Call center experience
- Banking
- Payment processing
- Document processing
- Issue resolution
- Financial transactions
- Transaction processing
- Problem-solving skills
- Time management
- Multitasking
- Decision-making
- Active listening
Timeline
Member Service Agent 3
Mountain America Credit Union
03.2021 - 04.2025
Store Manager Loan Officer
The Cash Store
07.2019 - 03.2020
Customer Service Associate
Walmart
09.2016 - 06.2019
High School Diploma -
Skyline High School
Some College (No Degree) - Business Management
Brigham Young University Idaho
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