Erika Johnston
Rock Springs,WY
Summary
Driven and detail-oriented professional with a proven track record at Trona Valley FCU, excelling in operational excellence and customer communication. Mastered Microsoft Office and documentation processing, significantly enhancing customer satisfaction and operational efficiency. Demonstrated flexibility and problem-solving skills, consistently exceeding performance metric.
Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
9
9
years of professional experience
Work History
Operations Clerk II
Trona Valley FCU
Rock Springs, WY
07.2021 - Current
- Responded to inquiries from member seeking information, as well as assist employees on a daily basis
- Collaborated with team members to achieve department goals, contributing to a positive work environment through clear communication and active participation in meetings.
- Delivered prompt and accurate assistance on various operational matters such as account updates, transaction inquiries, dispute processing and resolution, keeping losses to a minimum, Monthly fraud meetings and preventions, processing of ACH origination, ACH payroll originations, reporting of Unclaimed properties to the state, monitoring dormant accounts, file Debt protection claims for members loans, Loan reversals, EFT Distributions, Meet deadlines
- Input data into spreadsheets and databases.
- Handled sensitive information with discretion while maintaining strict confidentiality in compliance with company policies and legal requirements.
- Provided clerical support to employees by scanning, faxing, and filing documents.
- Exceeded performance metrics consistently by staying organized, managing multiple priorities simultaneously without sacrificing quality of work delivered.
- Improved customer satisfaction with timely and accurate response to inquiries, addressing concerns promptly and professionally.
Call Center Representative
Trona Valley FCU
Rock Springs, WY
11.2015 - 07.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained in opening of accounts, opening of CD, processing of loans, handling title work and lien filing
Teller
Trona Valley FCU
Rock Springs, WY
03.2015 - 11.2015
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Education
No Degree - Bachelor of Science
Weber State University
Ogden, UTHigh School Diploma -
Bonneville High School
Ogden, UT05.1994
Skills
- Microsoft Office
- Maintaining records
- Documentation processing
- Operational Excellence
- Attention to Detail
- Problem-Solving
- Flexible and Adaptable
- Customer Communication
- Data Entry
- Professional and mature
Timeline
Operations Clerk II
Trona Valley FCU
07.2021 - Current
Call Center Representative
Trona Valley FCU
11.2015 - 07.2021
Teller
Trona Valley FCU
03.2015 - 11.2015
No Degree - Bachelor of Science
Weber State University
High School Diploma -
Bonneville High School