Cayla Merath
Burlington,Wi
Summary
Experienced leader with a strong background in team guidance, project management, and strategic objective achievement. Excels in developing efficient processes, maintaining high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Reliable and adaptable, with a quick capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
Work History
Quality Assurance Specialist
Summit Credit Union
Cottage Grove, Wi
10.2024 - Current
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Improved detection of system vulnerabilities, implementing cutting-edge security testing procedures.
- Documented and executed detailed test plans and test cases and summarized and logged audit findings for reporting purposes.
- Reported problems and concerns to management.
Member Service Supervisor/ Member Service Representative III
Summit Credit Union
Cottage Grove, Wi
05.2022 - 10.2024
- Identified opportunities for process improvements within the Member Services department
- Assisted customers with inquiries, complaints and requests in a professional manner
- Trained, coached and developed new employees to ensure they had the necessary skills for their role
- Implemented new strategies for enhancing member services experience
- Investigated potential fraud cases involving members' accounts or transactions
- Resolved escalated customer issues promptly and efficiently
- Provided leadership by motivating team members to achieve departmental goals
- Responded quickly to customer inquiries via phone or email in an efficient manner
- Assisted customers with understanding benefits by providing comprehensive, knowledgeable, and pleasant explanations
- Identified appropriate solutions to minimize issues and quickly solve problems
- Delivered consistent one-on-one and group training sessions to help professionals improve skills and selling techniques
- Coached staff on strategies to enhance performance and improve customer relations
- Answered incoming calls regarding membership benefits and services
- Provided support to members regarding account inquiries, processing transactions, and resolving issues
- Responded promptly to emails from members seeking assistance
- Monitored compliance with organizational security protocols when interacting with members
- Handled customer complaints in an efficient and courteous manner
- Researched complex issues related to accounts or services provided by the organization
- Performed cash handling duties such as deposits and withdrawals for members' accounts
- Greeted customers in a friendly and professional manner
- Verified identity information on new accounts using established procedures
- Adhered to all applicable policies, procedures, regulations, and laws
- Identified opportunities for cross-selling additional products or services based on member needs
- Participated in team meetings to discuss customer service strategies and goals
- Provided guidance to members on how best to use products or services offered by the organization
- Audited customer account information to identify issues and develop solutions
Online Shopping Supervisor
Gooseberries Fresh Food Market
Burlington, Wi
06.2018 - 05.2022
- Greeted customers and provided excellent customer service
- Developed strategies to increase sales and improve customer experience
- Assisted in selecting items according to customer preferences
- Processed refunds, returns and exchanges efficiently
- Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh
- Communicated with customer to confirm clarity of order, shopped at additional stores if necessary and expedited order transfer to delivery driver
- Practiced clean and sanitary shopping with minimal product handling and used safety kits diligently to protect customers and others
Pricing Coordinator
Gooseberries Fresh Food Market
Burlington, Wi
04.2015 - 05.2022
- Ensured compliance with applicable laws, regulations, and company policies related to product pricing activities
- Assisted in developing promotional materials highlighting current product and service offerings and their associated prices
- Analyzed sales trends and generated forecasting models based on data insights
- Monitored competitor prices and adjusted accordingly to remain competitive
- Provided guidance to sales team regarding price negotiation tactics in order to maximize profitability
- Worked closely with sales teams to assess profit margins and adjust items and categories
- Planned advertising campaigns for online, print and other mediums
Education
High School Diploma -
Mayville High School
Mayville, Wi06-2008
Skills
- Employee Training
- Member Relations
- Payment Management
- Relationship Building
- Call Center Operations
- Complaints Management
- Financial Transactions
- Microsoft Office (Excel, Word, Powerpoint, Outlook)
- Google Workspace
- DocuSign
- Teams
- Symitar
- Chrome
- Ring Central
- Analytical thinking
- Problem-solving skills
- Detail-oriented
- Attention to detail
- Flexible and adaptable
- Teamwork and collaboration
- Data analysis
- Risk management
Activities
- Participate in Employee Resource Groups: Wellness, Professionals, Woman
- Emerging Leaders Program
- Learning Liaison for Digital Branch
- Online Service- Chat, email, unsercure messaging
- Observe Management and Quality Assurance on a regular basis to help build knowledge in both roles
Timeline
Quality Assurance Specialist
Summit Credit Union
10.2024 - Current
Member Service Supervisor/ Member Service Representative III
Summit Credit Union
05.2022 - 10.2024
Online Shopping Supervisor
Gooseberries Fresh Food Market
06.2018 - 05.2022
Pricing Coordinator
Gooseberries Fresh Food Market
04.2015 - 05.2022
High School Diploma -
Mayville High School