Heather Kruger

Supervised day-to-day operations to meet performance, quality and service expectations.

• Maintained a clean, safe, and organized store environment to enhance the customer experience.
• Developed strong working relationships with staff, fostering a positive work environment.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
• Generated repeat business through exceptional customer service.
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
• Mentored team members to enhance professional development and accountability in workplace.
• Increased sales through effective merchandising strategies and targeted promotions.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.

• Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
• Managed time effectively to complete multiple orders within tight deadlines, maximizing productivity and earnings.
• Worked productively with customers to meet order requirements and service expectations.
• Increased customer satisfaction by providing timely and efficient grocery shopping services.
• Assisted customers with special requests by locating hard-to-find items or making appropriate substitutions.
• Utilized Instacart app proficiently for order tracking, updates, and communication with customers.
• Demonstrated excellent problem-solving skills when addressing customer concerns or issues during shopping process.
• Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
• Consulted with customers on food selections and custom order requests.
• Balanced multiple priorities effectively in fast-paced environments without compromising quality or timeliness of service.
• Enhanced customer loyalty by consistently delivering exceptional service and maintaining professional demeanor.
• Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
• Developed strong working relationships with store employees, facilitating efficient navigation and item location.
• Tracked substitutions and informed customers of changes.
• Adhered to strict quality standards, carefully selecting fresh produce and checking expiration dates on perishable items.
• Reviews orders prior to pick up for accuracy and purchase-by dates.
• Improved overall efficiency by staying up-to-date on store layouts and inventory changes through regular visits.
• Fostered strong connections with repeat customers by remembering preferences, offering personalized recommendations, and exceeding expectations for service.

• Prepare and handle materials (file folders, books, documents, mail, case records, etc.) for filing storage, shelving, distribution, or destruction; maintain supplies and inventory; develop forms and/or assist with revision
• Interact in person, over the telephone, or electronically to assist with a broad range of requests for information; explain a variety of requirements, policies, and procedures regarding services; resolve various customer concerns and issues regarding service and policies
• Input, retrieve, export and modify information and data stored in computerized systems; assist other users with problems associated with computers; generate reports; assist others on the use of computer systems and programs
• Record and update information (including complex financial data) in a variety of formats
• Write, prepare and proofread specialized correspondence, lists, reports, and other standard office documents
• Perform special project activities
• Demonstrated adaptability by quickly learning new software programs and office tools as required, continuously improving skill set.
• Reduced errors in data entry tasks by meticulously reviewing documents and cross-referencing information.
• Supported executive staff, managing calendars, coordinating travel arrangements, and preparing meeting materials as needed.
• Delivered clerical support by handling range of routine and special requirements.
• Contributed to positive company culture by assisting coworkers whenever possible, fostering a sense of teamwork and collaboration.
• Provided exceptional support during peak periods, regularly prioritizing tasks based on urgency while maintaining attention to detail.
• Contributed to successful project completion by collaborating with colleagues on various administrative tasks as needed.
• Boosted productivity with expert use of office software, including Microsoft Office Suite and Google Workspace applications.
• Provided clerical support to company employees by copying, faxing, and filing documents.
• Enhanced office efficiency by streamlining filing systems and implementing digital document management techniques.
• Safeguarded confidential information through proper handling of sensitive documents and adherence to privacy policies.

• Coach and develop branch staff on teller operations and sales
• Assist branch manager in assigning goals for branch staff and holding tellers accountable
• Ensure all branch staff follow proper audit procedures
• Consistently making personal sales goals and branch goals
• Resolve customer questions and complaints
• Monitor branch customer service through online surveys
• Identify teller losses and reconcile general ledgers per audit requirements
• Follow proper procedural controls to prevent losses
• Ensure branch staff met sales goals
• Trained new employees on proper bank procedures and products
• Motivated and coached staff on sales
• Ensured daily and weekly operations are done per audit requirements
• Resolved customer questions and complaints
• Open and closed branch
• Balance ATM, TCD, vault, and all other general ledgers.
• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

• Build long-standing relationships with TCF customers by providing excellent customer service and maintaining thorough knowledge of all products TCF offers
• Build customer trust and loyalty by proficiently answering customer's questions; explaining policies thoroughly, and fulfilling customer needs
• Serve as a TCF brand ambassador and TCF product and service expert
• Promote a positive image of TCF with each customer every time
• Efficiently gather customer information, identify financial needs, and educate the customer on TCF's products and services
• Make appropriate recommendations to the customer to meet their financial priorities
• Promote TCF products, services, and programs
• Meet individually assigned sales goals with a high level of quality in terms of relationships and new accounts
• Consult with customers on specific account needs; convey rates, service charges and restrictions, and offer available programs to improve the customer experience
• Process transactions and engage in sales while communicating professionally, clearly and confidently
• Perform services including wire transfers, customer information changes, death claims, accurate processing of IRA distributions/contributions, loan payment processing, and Regulation E and fraud claim resolution, adhering to TCF and Federal regulations
• Investigate and resolve special account inquiries such as legal transactions requiring coordination with TCF counsel, outside attorneys, and customers
• Consistently seek out prospective customers through referrals, affinity partners, community involvement, telemarketing, and direct mail programs
• Balance terminal daily according to established procedures, locate and/or correct errors or missing information
• Maintain accurate balancing/loss record that meets TCF guidelines
• Maintain all audit requirements
• Interpret and accurately process customer requests and transactions according to TCF guidelines.

• Independently researched and responded to inquiries from applicants, enrollees, families, and advocates
• Handled $3000 in transactions on a weekly basis
• Maintained caseloads and monitored subsequent case activities related to billing, payment, status changes, cancellation and re-enrollment
• Maintained expert knowledge of changes and updates to policies, procedures, practices, forms, available resources and systems
• Used state system's such as MMIS and Maxis
• Resolved or facilitated resolutions regarding client concerns and systems-related problems.
• Conducted financial screening and documentation gathering for clients to determine qualification for payment programs.
• Maintained detailed and accurate records between multiple databases and programs.
• Implemented effective tracking systems for monitoring progress toward enrollment goals, allowing for data-driven decision making in recruitment efforts.
• Met with customers to provide information about available products and policies.
• Calculated premiums and established payment methods for sales.
• Collected premiums on or before effective date of coverage.
• Analyzed risk factors to recommend appropriate coverage levels.
• Conducted annual reviews of existing policies to update information.

• Provided courteous and efficient service and politely handled customers who may be confused, agitated, or hostile
• Helped customers manage from one to several accounts financially
• Processed customer's payments with credit card or checking account
• Helped customers with problem solving and conflict issues regarding their accounts.
• Identified areas for process improvement within organization, leading to increased efficiency and reduced operational costs.
• Provided exceptional customer service by promptly addressing concerns and resolving disputes related to billing or services provided.
• Managed diverse client portfolio by offering tailored solutions and maintaining consistent communication to meet their unique needs.

• Negotiated payment plans with customers
• Helped customers repair their credit reports
• Maintained confidentiality of private information according to law, rules, policies and procedures.
• Ensured compliance with local, state, federal tax regulations; timely filing of all required documents, mitigating potential penalties or fines.
• Reviewed documentation and identified financial discrepancies where applicable.
• Processed invoices and contacted appropriate parties for timely payment receipt.
• Completed filings and upheld strict compliance with regulatory agencies and supervisors.