Erin Ashley Lactaoen
Honolulu
Summary
I am a very results-oriented achiever with proven ability to adapt and learn new things quickly to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
8
8
years of professional experience
Work History
Branch Help Desk Analyst
American Savings Bank Hawaii
09.2023 - Current
- Assisted teammates with inquiries and operational tasks that have a direct impact on the customer experience.
- Collaborates with the Branch Help Desk team on reported incidents and provides feedback to resolve issues or improve processes.
- Takes ownership of incident management by implementing end-to-end solutions for branch outages and reported incidents.
- Assists teammates with questions and inquiries related to bank processes and procedures.
- Assists with inquiries regarding marketing promotions (including campaign call lists).
- Manages and responds to customer inquiries received via email and secure messaging.
- Assists branches with pay-off requests (loans, mortgages, closed for cause).
- Files individual ServiceNow Tickets for reported incidents, informs the team of reported issues, and provides incident statistics to leadership.
- Creates and sends bank wide notifications when an identified issue impacts frontline teammates or customers and when resolved. Acts as an escalation point for incident resolution.
- Reviews POA, Trust, Estate, Conservatorship, Guardianship, and Personal Representative documents received from branches; provides a recommendation based on branch request.
- Reviews and completes Card Exemptions, Card Expedite, Account Closure workflows and return card requests.
- Ensures operational success after reported branch outages (e.g. recovery from offline, no connectivity, EOD balancing from conditions, scanning batches, and power outages).
- Conducts risk analysis on accounts as needed for over-limit approvals.
Bank Teller
American Savings Bank Hawaii
11.2021 - 09.2023
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Processed customer transactions promptly, minimizing wait times.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
Public opinion interviewer
SMS Research & Marketing Services
08.2021 - 09.2021
- 3 week project collecting data on public transportation routes.
Server/FOH Trainer
The Boiling Crab
12.2019 - 08.2021
- Served food and beverages promptly with focused attention to customer needs.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Bussed and reset tables to keep dining room and work areas clean.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
Team Member/Cashier
Baskin-Robbins
09.2019 - 01.2020
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
Customer Service Representative
Pizza Hut
10.2018 - 02.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Placed orders for customers for all statewide locations while upselling current promotions.
Retail Sales Associate
Jeans Warehouse
01.2017 - 03.2017
- Greeted customers and helped with product questions, selections, and purchases.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
Education
High School Diploma - Arts and Communication
Waipahu High School (WHS)
Waipahu, HI05.2019
Skills
- Retail Sales
- Time Management
- Sales Management
- POS
- Restaurant Experience
- Upselling
- Customer service
- Problem-solving
- Help desk support
- Flexibility
- Team Work
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Restaurant experience
- Technical issues analysis
- Fraud
- Onboarding
- Financial services
- Incident management
- Customer relationship management
- Multitasking
- Logging support tickets
Timeline
Branch Help Desk Analyst
American Savings Bank Hawaii
09.2023 - Current
Bank Teller
American Savings Bank Hawaii
11.2021 - 09.2023
Public opinion interviewer
SMS Research & Marketing Services
08.2021 - 09.2021
Server/FOH Trainer
The Boiling Crab
12.2019 - 08.2021
Team Member/Cashier
Baskin-Robbins
09.2019 - 01.2020
Customer Service Representative
Pizza Hut
10.2018 - 02.2019
Retail Sales Associate
Jeans Warehouse
01.2017 - 03.2017
High School Diploma - Arts and Communication
Waipahu High School (WHS)
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