Christen Matheny
Pace,FL
Summary
Dynamic leader with a proven track record at Members First Credit Union of Florida, enhancing customer satisfaction and streamlining operations. Expert in compliance and workforce management, I've significantly improved service delivery and team productivity. Skilled in coaching and mentoring, I excel in optimizing resources and achieving key performance targets. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Contact Center Manager
Members First Credit Union of Florida
06.2024 - Current
- Managed a team of customer service representatives, ensuring top-notch service delivery to customers.
- Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
- Developed strong relationships with clients by prioritizing communication and understanding their unique needs.
- Optimized call routing strategies to decrease call abandonment rates and improve overall customer experience.
- Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
- Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
Card Services Representative
Members First Credit Union Of Florida
08.2023 - 06.2024
- Assisted clients with navigating online platforms for account management, resulting in increased digital adoption rates.
- Demonstrated accuracy in processing financial transactions such as payments, balance transfers, and credit limit increases.
- Increased efficiency in dispute resolution, maintaining detailed documentation and thorough investigations.
- Maintained compliance with industry regulations by adhering to strict guidelines during customer interactions.
- Educated clients about credit card benefits such as rewards programs or promotional offers leading to better utilization of available resources.
- Enhanced customer satisfaction by efficiently resolving cardholder inquiries and concerns.
- Communicated with customers on phone about accounts.
- Oversaw the balancing of ATM transactions across the entire Credit Union.
Teller/Cash Management Service Teller
Members First Credit Union of Florida
10.2019 - 08.2023
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Established various types of accounts including both individual and corporate ones.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
- Ensured effective employee training and supervised the handling of escalated member concerns
Manager
The Burger Factory
07.2016 - 10.2019
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Correctly calculated inventory and ordered appropriate supplies.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
Team Member
Chick-fil-A
10.2014 - 07.2016
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Learned all required tasks quickly to maximize performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Contributed to team success by completing jobs quickly and accurately.
Education
GED -
Pensacola Junior College
Pensacola, FL12.2014
Skills
- Compliance knowledge
- Coaching and Mentoring
- Crisis Management
- Workforce Management
- Staff recruitment
- Budgeting and finance
- Call Center Technology
- Reporting skills
- Employee Motivation
- Timekeeping abilities
- Training Management
- Documentation expertise
Additional Information
Microsoft 365 knowledge
Timeline
Contact Center Manager
Members First Credit Union of Florida
06.2024 - Current
Card Services Representative
Members First Credit Union Of Florida
08.2023 - 06.2024
Teller/Cash Management Service Teller
Members First Credit Union of Florida
10.2019 - 08.2023
Manager
The Burger Factory
07.2016 - 10.2019
Team Member
Chick-fil-A
10.2014 - 07.2016
GED -
Pensacola Junior College
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