Summary
Overview
Work History
Education
Skills
Timeline
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CHALENE SHOEMAKER

Ozark,MO

Summary

I am a Financial Institution professional with over 20 years of experience in the Financial Services Industry. Throughout my career I have worked hard at building strong, respectful relationships through leading my teams by example. I am a strong, passionate leader, and have prided myself on gaining thorough knowledge of my organization's operations. I have been a strong leader in the growth of providing superior service to my clients as well as my employees. Accomplished and energetic customer service with a solid history of achievement in productivity. Always willing/wanting to learn more and assist in others doing the same. I believe strongly in working as a team, not as individuals. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

25
25
years of professional experience

Work History

Product Support/Operations Supervisor

Jack Henry
Springfield, MO
01.2020 - Current
  • Managed a team of up to 23, both in office, as well as remotely, with all functions of our department.
  • Prepared reports on operational performance metrics and presented them to management team.
  • Conducted regular meetings with staff members to discuss any issues or concerns they may have had.
  • Assisted in the hiring process by conducting interviews and making recommendations for new hires.
  • Developed strong relationships with customers through excellent customer service practices.
  • Collaborated with the sales team members to promote our back office operations team.
  • Presented FBO collateral to financial institutions in need of back office support.
  • Engaged employees to create safe, energetic work environment through feedback and recognition.

Call Center/Loan Manager

White Sands Federal Credit Union
El Paso, TX
12.2012 - 01.2020
  • Developed strong relationships with customers to ensure loyalty and satisfaction.
  • Compiled reports on call center performance metrics including average wait times, response time objectives.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Responsible for overseeing each loan officer maintained monthly lending goal.
  • Assessed feasibility of loan approval by reviewing financial histories, available credit and current employment.
  • Explain to members the different types of loans and credit options that are available, as well as the different terms of those services.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Mentored junior team members and managed employee relationships.
  • Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
  • Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.

Operations Manager

APM, LLC
Colorado Springs, CO
01.2007 - 10.2013
  • Prepare budgets for approval, including those for funding or implementation of programs.
  • Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Performed cost analysis for various projects to determine budget requirements.
  • Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
  • Prepared and submitted contracts.

Sr. Member Service Rep/Call Center

Mid Missouri Credit Union
Fort Leonard Wood, MO
06.1999 - 02.2006
  • Set up new accounts, Membership, IRA's, Organizational, and Trust accounts
  • Crossed trained in the Call Center and Loan department to assist when departments are short staff.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Maintained updated knowledge through continuing education and advanced training.
  • Assisted with customer requests and answered questions to improve satisfaction.

Education

Associates in Business Management -

Draughns Junior College
01.2001

High School Diploma -

Laquey High School

Skills

  • Customer service and productivity achievement
  • Proficient in call quality and grading
  • Experience in conducting interviews
  • Familiarity with policies and procedures of financial institutions
  • Problem-solving and decision-making skills
  • Cross-selling loan products
  • Analyzing financial status and credit evaluations for granting loans
  • Customer Relations
  • Performance monitoring
  • Team Training
  • Employee Development
  • Customer Relationship Management

Timeline

Product Support/Operations Supervisor

Jack Henry
01.2020 - Current

Call Center/Loan Manager

White Sands Federal Credit Union
12.2012 - 01.2020

Operations Manager

APM, LLC
01.2007 - 10.2013

Sr. Member Service Rep/Call Center

Mid Missouri Credit Union
06.1999 - 02.2006

Associates in Business Management -

Draughns Junior College

High School Diploma -

Laquey High School

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CHALENE SHOEMAKER