Cherisha Williams
Eastpointe,MI
Summary
Accomplished Member Solutions Specialist at Community Choice Credit Union, adept in client relationship building and financial acumen. Spearheaded innovative customer service solutions, significantly enhancing member satisfaction. Excelled in complex problem-solving and negotiation, fostering strong customer loyalty and retention. Trained teams, improving service quality and efficiency.
Overview
17
17
years of professional experience
Work History
Member Solutions Specialist
Community Choice Credit Union
06.2022 - Current
- Handled escalated cases professionally, liaising between customers and senior management to achieve satisfactory resolutions for all parties involved.
- Strengthened relationships with members by offering tailored financial advice based on their individual needs and goals.
- Implemented innovative solutions to address recurring customer concerns, enhancing overall satisfaction levels.
- Fostered a positive work environment through effective communication, teamwork, and support for colleagues and members alike.
- Identified trends and proposed concepts to resolve them.
Contact Center Advisor
Community Choice Credit Union
08.2017 - 06.2022
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Facilitated cross-functional collaboration among departments when necessary for issue resolution or process enhancement initiatives.
- Offered personalized solutions to customer issues, resulting in improved loyalty and retention rates.
- Reduced average call handling time with efficient problem-solving and clear communication skills.
- Maintained accurate records of customer interactions, documenting details of inquiries, complaints, or comments as well as actions taken.
- Managed high call volumes while maintaining exceptional service quality and professionalism.
- Trained new personnel regarding company operations, policies and services.
Research Analyst
Proctor Financial
07.2008 - 04.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Associate of Arts - Business Management
Macomb Community College
Sterling HeightsSkills
- Client Relationship Building
- Exceptional communication
- Strong negotiation
- Financial Acumen
- Decision-Making
- Issue and Complaint Resolution
Timeline
Member Solutions Specialist
Community Choice Credit Union
06.2022 - Current
Contact Center Advisor
Community Choice Credit Union
08.2017 - 06.2022
Research Analyst
Proctor Financial
07.2008 - 04.2013
Associate of Arts - Business Management
Macomb Community College