GLENN CRAGUN
Deer Park,WA
Summary
Dynamic and self-motivated professional offering strong communication and quick thinking skills. Works effectively on teams, as well as independently, in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Avista Utilities
04.2023 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Investigated and resolved customer inquiries and complaints quickly.
Operations Manager
Müv Fitness
10.2017 - 05.2023
- Oversaw inventory and office supply purchases
- Communicated with vendors to order and maintain inventory of office supplies
- Contacted members regarding unpaid and underpaid accounts to resolve any issues
- Processed account payments
- Trained new employees on company policies and computer systems
- Outlined appropriate process and procedures necessary to fulfill and complete inquiries
- Scanned documentation and entered into database
- Organized forms, made photocopies, filed records and prepared correspondence and reports
- Reviewed new member files to verify all information is accurate and accounted for
- Verified that personal and payment information on member accounts was accurate and complete
- Reviewed and submitted employee time sheets for payroll
- Established positive and effective communication among unit staff and organization leadership
- Set, enforced and optimized internal policies to maintain company standards
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
Member Relationship Officer
Spokane Teachers Credit Union
03.2016 - 09.2017
- Opened new customer accounts and processed loan applications
- Processed sales referrals and promoted bank services and products
- Balanced daily cash deposits and bank vault inventory
- Adhered to STCU security and audit procedures
- Delivered prompt, accurate and excellent customer service
- Prevented bank losses using awareness, attention to detail and integrity
- Managed quality communication, customer support and product representation for each client
- Cross-trained and provided back-up for other customer service representatives when needed
Personal Banker
Wells Fargo Bank
10.2015 - 02.2016
- Maintained up-to-date knowledge of store policies
- Prevented bank losses using awareness, attention to detail and integrity
- Cross-trained and provided back-up for other customer service representatives when needed
- Resolved product issues and shared benefits of existing and new products
- Managed quality communication, customer support and product representation for each client
- Trained new to position team members
- Balanced daily bank vault inventory.
Merchant Teller
Wells Fargo Bank
05.2014 - 10.2015
- Processed large sums of cash deposits and withdrawals
- Processed sales referrals and promoted bank services and products
- Completed daily teller functions with little to no supervision
- Balanced daily cash deposits and bank vault inventory
- Adhered to Wells Fargo security and audit procedures
- Maintained confidentiality of bank records and client information
- Delivered prompt, accurate and excellent customer service
- Assisted new employees on Wells Fargo bank policies, procedures, and expectations.
Sales Associate-Department Lead
JCPenney
04.2011 - 12.2013
- Recommended and helped customers select merchandise based on their needs
- 5-time Associate of the Month
- Received and processed cash and credit payments for in-store purchases
- Worked to provide the highest level of service to customers
- Exceeded targeted sales goals
- Confirmed that appropriate changes were made to resolve customers' problems
- Trained new employees on company customer service policies and service level standards.
Courtesy Clerk
Yokes Fresh Market
11.2008 - 07.2010
- National Grocery Bagging Champion
- Handled products and equipment in accordance with safety and sanitation guidelines
- Conducted price checks for cashiers and service clerks
- Praised by management for being a fast and efficient worker, requiring little supervision
- Served shoppers in a prompt, courteous and friendly manner
- Collected shopping carts and baskets from inside and outside the store.
Education
Bachelor of Science - Human Resource Management
Pennsylvania State University
University City, PABBA - Business Administration
Gonzaga University
Spokane, WAHigh School Diploma -
Insight School of Washington
Bellevue, WASkills
- Maintaining Compliance
- Employee Paperwork
- Accurate Recordkeeping
- Employee Timesheet Processing
- Employment Data Tracking
- Procedures Compliance
- Employee Hiring
- Positive and Constructive Feedback
- Time Management
- Managing Operations and Efficiency
- Handling Escalations
- Administration and Reporting
- Verbal and Written Communication
- Issue Resolution
Timeline
Customer Service Representative
Avista Utilities
04.2023 - Current
Operations Manager
Müv Fitness
10.2017 - 05.2023
Member Relationship Officer
Spokane Teachers Credit Union
03.2016 - 09.2017
Personal Banker
Wells Fargo Bank
10.2015 - 02.2016
Merchant Teller
Wells Fargo Bank
05.2014 - 10.2015
Sales Associate-Department Lead
JCPenney
04.2011 - 12.2013
Courtesy Clerk
Yokes Fresh Market
11.2008 - 07.2010
Bachelor of Science - Human Resource Management
Pennsylvania State University
BBA - Business Administration
Gonzaga University
High School Diploma -
Insight School of Washington
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