Kristen (Kai) Walser
Summary
Highly organized and well-spoken individual with a strong track record in positions prioritizing high customer satisfaction standards, multitasking, and professional phone etiquette and electronic correspondence. Experienced in data management, including data entry, validation, and database management, with a focus on maintaining accuracy and efficiency while ensuring data integrity. Collaborative team player who easily adapts to changing needs and consistently delivers reliable results. Proficient in data analysis, spreadsheet software, and document management systems.
Overview
12
12
years of professional experience
Work History
Data Coding Operator 7
Labor and Economics Opportunity State of Michigan
11.2022 - Current
- Maintained high levels of data confidentiality, adhering to strict security protocols and guidelines.
- Remained adaptable to changing workloads and priorities while maintaining a high level of organization and attention to detail.
- Demonstrated strong multitasking abilities by juggling numerous tasks simultaneously without sacrificing quality or accuracy.
- Managed large volumes of complex information, ensuring that all records were entered accurately.
- Improved data accuracy by meticulously verifying and correcting information during entry.
Call Center Specialist and eServices Loan Officer I
MSU Federal credit union
10.2017 - 11.2022
- Moved from Call Center to eServices, at which point I was promoted from eServices Specialist I and II to a Loan Officer I.
- Responsible for self motivating through personal time management and organization skills in order to exceed expectations set by management via weekly and quarterly goals.
- Effectively communicating with Credit Union members through multiple communication options starting with, but not limited to, softphone software, external customer service chat programming and an electronic messaging system.
- Operating multiple confidential databases to access Credit Union member information as well as communicate with multiple departments outside of my given department in order to effectively provide members with superior service.
- Assisted in the processing and underwriting of approved membership accounts as well as consumer loan applications
- Facilitated the final process of loan processing through secure disbursal via deposits, electronic transfer and Federal Express mailing.
- Assisted others in the department with questions regarding chats or messages while also providing transaction overrides and application reviews.
- Initiated discussions with management and training which lead to creating a universal template platform for training and quality control purposes.
- Maintained strict confidentiality of bank records and client information.
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
Team Lead and Assistant Corporate Trainer
Peckham Incorporated
01.2013 - 10.2018
- Promoted to Team Lead and given the responsibility of a team of 20 representatives.
- Assisted in the training and certification of potential government employment candidates.
- Maintained monthly quality and productivity reports, grading team quality calls, and supervisor reports.
- Responsible for time management, project delegation, and organization to complete specific tasks for designated deadlines.
- Processed incoming calls to respond to inquiries and make appropriate transfers while continuing great customer service etiquette.
- Operated multiple confidential databases to effectively and quickly resolve inquiries
- .Given additional responsibilities concerning customer feedback line, agency appointment scheduling, and the reporting of lost or stolen passports.
- Assisted clients in the location of their passports and communication with Department of State Agencies.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
Fulfillment Manager
Macy's
08.2014 - 01.2015
- Organized and fulfilled online and in-store purchases for customers.
- Tracked personal and team productivity based on daily and weekly goals.
- Trained employees to handle high-volume work loads during seasonal rushes.
- Implemented quality control measures to minimize errors and returns from customers.
- Coordinated cross-departmental communication for more efficient order processing and fulfillment.
- Improved customer satisfaction ratings through consistent attention to detail in fulfilling orders accurately and promptly.
- Collaborated with sales teams to anticipate high-demand periods and adjust staffing levels accordingly.
- Maintained open lines of communication between departments to ensure smooth workflow transitions from incoming orders through final shipment stages.
Education
No Degree - Digital Communications And Media
Lansing Community College
LansingHigh School Diploma -
Okemos High School
Okemos, MI05.2005
Skills
- Highly skilled in managing multi-line Avaya and Cisco phone systems and multi-line transfers
- 17 years of clerical and data entry centric positions
- Great rapport and interpersonal skills with new hires and trainees that led to a relaxing learning environment
- Proficient in Microsoft Office programs, including Word, Excel, Powerpoint, and Outlook
- Skilled at multitasking while still providing excellent customer service and operating a company database
- Capable of pulling daily, weekly, and monthly statistics for company quality and production
Accomplishments
- Founded the Labor and Economics Opportunity first LGBTQIA+ Employee Resource Group, Pride+.
- Vice President of the Disability Employee Resource Group, Accessible and Inclusive Michigan (A.I.M.).
- Active Member of LEO Fun Committee for employee morale and engagement.
- Facilitated discussions with C-Suite Executives and implemented State-wide acceptance of "Preferred Name" verses "Government Name" listed on email and instant messaging software.
Timeline
Data Coding Operator 7
Labor and Economics Opportunity State of Michigan
11.2022 - Current
Call Center Specialist and eServices Loan Officer I
MSU Federal credit union
10.2017 - 11.2022
Fulfillment Manager
Macy's
08.2014 - 01.2015
Team Lead and Assistant Corporate Trainer
Peckham Incorporated
01.2013 - 10.2018
No Degree - Digital Communications And Media
Lansing Community College
High School Diploma -
Okemos High School
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