Jennie Markuse
El Reno,OK
Overview
7
7
years of professional experience
Work History
Member Service Representative/Document Management
Rockisland Credit Union
09.2022 - 11.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
- Educated and engaged customers with new bank products and services.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Managed daily balancing tasks reducing discrepancies in accounting records while maintaining accuracy.
- Resolved customer issues through thorough dispute investigation.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Cross-trained and provided backup support for organizational leadership.
Customer Service Representative
Crown Wireless
10.2021 - 09.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Implemented and developed customer service training processes.
- Identified and resolved discrepancies and errors in customer accounts.
Cashier/Customer Service
Love's Travel Stops & Country Stores
10.2017 - 07.2021
- Customer service
- Cash management
- Food handling
- Stocking
- Retail sales
- Restaurant experience
- Ran shifts when needed
Education
High school diploma - General Studies
El Reno High School
El Reno, OK05.2003
Skills
- Cash handling
- Food handling
- Food service
- POS
- Retail sales
- Retail management
- Problem-solving
- Flexibility
- Team Work
- Reliability
- Store management
- Restaurant Experience
- Food Preparation
- Assistant Manager Experience
- Food Safety
Personal Information
Work Permit: Authorized to work in the US for any employer
Assessments
- Retail customer service, Proficient, 09/01/21
- Customer focus & orientation, Expert, 09/01/21
- Customer service, Proficient, 09/01/21
- Cashier skills, Completed, 09/01/21
- Basic bookkeeping, Familiar, 09/01/21
Timeline
Member Service Representative/Document Management
Rockisland Credit Union
09.2022 - 11.2024
Customer Service Representative
Crown Wireless
10.2021 - 09.2022
Cashier/Customer Service
Love's Travel Stops & Country Stores
10.2017 - 07.2021
High school diploma - General Studies
El Reno High School