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
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
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
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
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