Dena Westling
Commerce City,CO
Summary
Contact Center professional with 16+ years of relevant experience including contact center management and training. The ability to provide excellent member service with compassion. Solid history of surpassing productivity and quality targets in high call-volume settings.
Overview
15
15
years of professional experience
Work History
Member Solutions Consultant
Premier Members Credit Union
Broomfield, CO
05.2022 - Current
- Responsible for delinquency queues including negative share accounts and unsecured loans making outbound calls to collect.
- Handle inbound and outbound collections calls.
- Perform skip tracing.
- Submit vehicles for repossession.
- Establish payment arrangements.
- Follow up on GAP and Warranty Claims.
Contact Center Specialist
Premier Members Credit Union
Broomfield, CO
07.2020 - 05.2022
- Responsible for handling and resolving a variety of member service calls including but not limited to, account statements, loans, payments, automatic transfers, interest rates, and investment certificates, in a prompt and courteous manner.
- Cross sells Credit Union services and supports all functions within the contact center.
- Responsible for peer call monitoring and assisting with new employee training.
- Responsible for handling and resolving escalated calls and providing excellent member service.
- Perform wire transfer requests, ensure integrity of wire details to prevent fraud.
Contact Center Supervisor
Westerra Credit Union
Denver, CO
10.2017 - 06.2020
- Lead teams ranging in size from 8 to 15 representatives delivering solutions and technical support to membership by providing account assistance.
- Serve as escalation point for staff and members; providing assistance and training as required.
- Performed system overrides, service quality and audits, scheduling, reporting, and adherence to policies and procedures.
- Supervise departments hiring, onboarding process, scheduling and training, troubleshoot day-to-day questions/problems, provide recommended service or technical solution, measure and communicate performance standards and accountability expectations for both consumer and business banking member.
Financial Services Representative II
Westerra Credit Union
Denver, CO
04.2008 - 10.2017
- Handle inbound member calls.
- Offer product and service recommendations.
- Digital eService technology support through inbound calls, emails, secure message, and chat.
- Responsible for training contact center employees.
- Handle and resolve member escalations.
Education
Associate of Applied Science - Business Administration
Red Rocks Community College
Golden, COSkills
- Build Member Relationships
- Teamwork
- Problem Solving
- Strong Customer Service
- Detail Oriented
- Organized
Timeline
Member Solutions Consultant
Premier Members Credit Union
05.2022 - Current
Contact Center Specialist
Premier Members Credit Union
07.2020 - 05.2022
Contact Center Supervisor
Westerra Credit Union
10.2017 - 06.2020
Financial Services Representative II
Westerra Credit Union
04.2008 - 10.2017
Associate of Applied Science - Business Administration
Red Rocks Community College