Cenah Wika
Westminster,CO
Summary
Dynamic and results-driven Member Experience Analyst with a strong foundation in process improvement and technical systems proficiency, committed to enhancing member satisfaction. Expertise in data interpretation, financial modeling, and strategic planning enables the identification of inefficiencies and implementation of effective solutions that elevate operational performance. Recognized for collaboration and adaptability to evolving needs, along with a reliable approach to delivering results. Proven ability to leverage data analytics and exceptional communication skills to drive strategic initiatives and foster meaningful stakeholder relationships.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Account Services Advisor
Seattle Credit Union
01.2025 - Current
- Managed IRA and deceased member accounts, ensuring accuracy and compliance
- Resolved credit report discrepancies to protect member financial integrity
- Identified critical process gaps and led the creation, documentation, and implementation of new procedures, significantly improving operational efficiency and consistency
- Used advanced systems (Fiserv DNA, Office 365, etc.) to support member account activities and drive process improvements
- Collaborated with colleagues to train and roll out new procedures, fostering a culture of continuous improvement
Senior Retail Controls Specialist
Elevations Credit Union
01.2014 - 01.2025
- Authored and maintained procedural documentation to ensure regulatory compliance and operational consistency
- Led process improvement initiatives utilizing Lean Six Sigma methodologies, reducing inefficiencies and enhancing accuracy
- Managed multiple projects concurrently, capturing sustained benefits and significant value for members
- Maintained database systems to track and analyze operational data.
- Developed clear, concise reports and presentations to effectively convey key messages and metrics
- Supported the establishment of the network continuous improvement framework and strategic deployment plan
Branch Lead
Elevations Credit Union
01.2013 - 01.2014
- Guided the creation and refinement of local policies and procedures to improve branch operations
- Delivered training to staff on updated processes, fostering understanding and compliance
- Identified gaps in documentation and recommended improvements to align with operational goals
Financial Services Representative
Elevations Credit Union
01.2010 - 01.2013
- Maintained accurate records of customer interactions and account servicing procedures
- Provided feedback on procedural inefficiencies, contributing to updated documentation
- Developed and maintained a database of financial records for members
Education
High School Diploma -
Skills
- Process Improvement & Change Management
- Data Analysis & Reporting (Excel, Power BI)
- Technical Systems Proficiency (Symitar, Fiserv DNA, Office 365, etc)
- Regulatory Compliance
- Problem Solving
- Communication
- Leadership
- Training & Mentoring
Certification
Lean Six Sigma Master Black Belt – SSGI (2025)
Timeline
Account Services Advisor
Seattle Credit Union
01.2025 - Current
Senior Retail Controls Specialist
Elevations Credit Union
01.2014 - 01.2025
Branch Lead
Elevations Credit Union
01.2013 - 01.2014
Financial Services Representative
Elevations Credit Union
01.2010 - 01.2013