Cherie Johnson

Travis Credit Union

06.2022 - Current

Managed high call volumes while providing exceptional member support and maintaining professional composure
Collaborated with other departments to address common member issues, streamlining processes for faster resolution times
Reduced call escalations by empowering representatives with the necessary tools, knowledge, and decision-making authority
Enhanced member satisfaction by efficiently addressing and resolving their concerns
Delivered consistent high-quality service by closely monitoring team performance metrics
Retained valued members by providing excellent service in challenging situations involving complaints or dissatisfaction
Championed change initiatives within the call center
Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
Handled escalated calls professionally, effectively resolving complex issues and ensuring member satisfaction at all times
Ensured adherence to company policies and procedures while fostering a positive work environment that promoted teamwork and collaboration among peers
Boosted team morale with regular feedback sessions and supported employee recognition programs
Provided effective coaching to improve representative performance and member experience
Trained New Leads on processes and expectations.
Assist representatives via Teams
Assume supervisory responsibilities upon departmental need.