Cheyenne Land

While employed with U.S Eagle, I have grown as a person and with the company. I started as a Member Experience Specialist I and very quickly worked my way to a Member Experience Specialist III in less than two years. In this role I would take care of members, through the many digital channels we offered, including chats, emails, unsecured emails, and phone calls, I would train new hires, and take on supervisor calls.

Assisting members each day included, but is not limited to, simple transactions, opening and closing accounts, trouble shooting online banking, wires, ordering checks, and debit card issues. I was able to accomplish this by navagating multiple computer programs and multitasking

I would train our new hires on the day to day processes, how to locate them, and make sure they were ready to accomplish the job.

Taking on the calls, and supervisor situations was also a part of this roll. I would take on calls that were escalated to me, or required call backs.

Below are a few things I have learned at U.S Eagle.

• Responded proactively and positively to rapid change.
• Trained staff on operating procedures and company services.
• Exhibited high energy and professionalism when dealing with members and staff.
• Promoted superior experience by addressing member concerns, demonstrating empathy, and resolving problems swiftly.
• Developed highly empathetic member relationships and earned reputation for exceeding service standard goals.
• Delivered prompt service to prioritize member needs.
• Responded to member requests for products, services, and company information.
• Trained new personnel regarding company operations, policies and services.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Maintained up-to-date knowledge of product and service changes.
• Investigated and resolved member inquiries and complaints quickly.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Followed up with members about resolved issues to maintain high standards of customer service.

My position at Lowe's was as a customer care agent in the contact center. Here I was tasked with back to back phones calls in which I would assist customers with many things such as, placing orders, locating orders, taking complaints, and compliments.

• Logged call information and solutions provided into internal database.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Assisted call-in customers with questions and orders.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Navigated multiple computer systems and applications to find information.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.
• Delivered prompt service to prioritize customer needs.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Investigated and resolved customer inquiries and complaints quickly.

• Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
• Operated espresso machines and commercial coffee brewers to create beverages.
• Controlled line and crowd with quick, efficient service.
• Cleaned counters, machines, utensils, and seating areas daily.
• Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
• Maintained regular and consistent attendance and punctuality.
• Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
• Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
• Made and served brand-specific café beverages with focus on speed, quality and consistency.
• Helped management keep adequate supply on hand by notifying of shortages.
• Followed exact recipes for mixing and preparing beverage and food items.