Charlene Ewald

• Streamlined entry processes for quicker access, effectively managing guest volume during peak hours.
• Managed time efficiently while multitasking during high-pressure situations to maintain optimal gate operations.
• Excelled in cross-functional teamwork by supporting colleagues whenever assistance was needed during busy periods or staff shortages.
• Enhanced visitor experience by providing friendly and efficient service at the entrance gate.
• Maintained a clean and inviting environment at the entrance gate, setting a positive first impression for visitors.
• Promoted a culture of safety among visitors through vigilant observation of surroundings and prompt action in case of emergencies.
• Monitored gate areas and addressed security situations with management.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
• Verified customer identification and documentation for compliant transactions.
• Assisted members with account management, including updating personal information and setting up automated payments.
• Handled complaints with prompt, courteous service to uphold professional reputation.
• Processed account transactions accurately, ensuring proper documentation and timely processing.

With my warm smile, and their first impression of our mission along with comprehensive knowledge of the Military and our community in Colorado Springs, I built a rapport with the members in a face- to- face environment. My strengths was my ability to deepen the USAA relationship not only to the USAFA Cadet who become our future Officers and most often our future residents in the beautiful City of Colorado Springs with all the wonderful amenities we have to offer. I would engage in topics related to members business while fulfilling USAA's mission.

• Boosted customer satisfaction by providing exceptional service and addressing inquiries promptly.
• Supported the development of new marketing materials by sharing insights from direct interactions with customers regarding their wants and needs within our offerings.
• Participated in ongoing training sessions to stay updated on industry trends, products, and best practices for exceptional member support.
• Implemented upselling strategies during interactions with clients, generating additional revenue for the company.
• Maintained a consistent record of exceeding sales targets by utilizing strong product knowledge and understanding customer needs.
• Enhanced customer experience by providing tailored recommendations based on individual preferences and needs.

• Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
• Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
• Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
• Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
• Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.