Hi, I’m
Courtney Kirchner
Forest Lake,MN
Summary
Professional with strong background in customer service and communication, well-prepared to excel in any role. Known for effectively handling customer inquiries, resolving issues, and adapting to dynamic environments. Skilled in team collaboration, problem-solving, and maintaining high standards of service. Dependable, adaptable, and focused on achieving results while meeting organizational goals.
Overview
7
years of professional experience
Work History
Securian Financial/Minnesota Life
Senior Contact Center Representative
07.2020 - 11.2025
Job overview
- Managed 40+ inbound client calls per day
- Handled high-dollar transactions accurately
- Consistently achieved customer call quality assurance guidelines for service levels, handle time and productivity metrics.
- Mentored/ Trained new representatives on call handling protocols and best practices.
- Delivered exceptional customer service by resolving inquiries and issues promptly and efficiently while in remote work setting.
- Utilized CRM software to track interactions and maintain accurate customer records.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Cross-trained In Retirement/ 401K Department and Individual Life Ins.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Assisted in training new hires, sharing best practices and contributing to their professional development.
- Facilitated conflict resolution between customers and other departments when necessary, ensuring satisfactory outcomes for all parties involved.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
Wells Fargo Bank, N.A.
Contact Center Business Phone Banker/Customer Representative
07.2018 - 02.2020
Job overview
- Utilized strong and effective de-escalation skills
- Handled over 40+ incoming telephone calls, emails and chat requests.
- Processed transactions accurately, ensuring compliance with banking regulations and policies.
- Assisted clients with account management, providing tailored solutions to meet financial needs.
- Maintained up-to-date knowledge of products and services to effectively promote offerings.
- Analyzed customer feedback to drive continuous improvement in service delivery standards.
- Maintained high call quality standards with clear communication and active listening skills for optimal client experiences.
- Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
- Handled sensitive personal and financial information with discretion, ensuring the privacy of clients at all times.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Used CRM system daily to maximize service opportunities and enhance communication.
- Participated in ongoing training opportunities to stay current on industry trends, product offerings, and regulatory requirements for better client support.
- Balanced multiple priorities effectively, ensuring timely completion of tasks while maintaining focus on delivering outstanding customer service.
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Managed high call volume while maintaining composure during peak hours or periods of increased stress.
- Demonstrated adaptability by quickly learning new systems or procedures as required to maintain consistent performance in a dynamic industry environment.
- Achieved high customer satisfaction scores in Contact Center In person environment.
Education
Century CollegeWhite Bear Lake, MN
Associate of Arts from Associate's Degree
01.2017
Chisago Lakes High SchoolChisago City, MN
High School Diploma
06-2013
Skills
- Conflict resolution
- Careful management of significant financial dealings
- Understanding of insurance products
- Effective cross-team communication skills
- Proficient in managing multiple tasks
- Proficient in CRM tools
- Task prioritization
- Effective complaint resolution
- Script compliance
- Account maintenance
- Training experience
- Effective communication in customer service
- Quality assurance processes
- Proficient in handling multi-line phone systems
- Experience with Salesforce customer management
Timeline
Senior Contact Center Representative
Securian Financial/Minnesota Life
07.2020 - 11.2025
Contact Center Business Phone Banker/Customer Representative
Wells Fargo Bank, N.A.
07.2018 - 02.2020
Century College
Associate of Arts from Associate's Degree
Chisago Lakes High School
High School Diploma