KATHLEEN MILLER

• 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.
• Contributed to branch sales goals by effectively cross-selling credit union products and services.
• Processed account transactions accurately, ensuring proper documentation and timely processing.
• Assisted members with account management, including updating personal information and setting up automated payments.
• Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
• Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
• Built rapport with members by engaging in genuine conversations and demonstrating commitment to their financial wellbeing.
• Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
• Supported onboarding process for new members, explaining benefits and assisting with paperwork completion.
• Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
• Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
• Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
• Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.

• Effective written and verbal communication skills
• Actively participates in meetings and team chats; is receptive and responsive to coaching and feedback

• Builds rapport with members and provides excellent member service
• Demonstrates active and empathic listening
• Embraces education of members on NFCU products and services

•Successfully manages time and adheres to schedule
• Minimizes unscheduled off-phone activities

• Participates in team culture and branch initiatives
• Maintains positive attitude and embraces team spirit
• Actively uses available resources
• Embraces empowerment to meet member needs

• Proficient in system and manual navigation
• Demonstrates basic understanding of NFCU products and services
• Comfortable with Navy Federal Credit Union policies and procedures

• Provided professional services and support in a dynamic work environment
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
• Applied effective time management techniques to meet tight deadlines
• Passionate about learning and committed to continual improvement
• Proven ability to learn quickly and adapt to new situations
• Excellent communication skills, both verbal and written
• Assisted with day-to-day operations, working efficiently and productively with all team members
• Proved successful working within tight deadlines and a fast-paced environment

• Support Herff Jones sales representative in the office and out in the field for order intake and processing
• Resolved complex client issues ensuring the highest level of customer service performance
• Coordinate orders with Customer Service Representatives (CSR) in the Warwick, RI jewelry plant, fine paper plant in Indianapolis, IN; cap and gown plant in Arcola, IL
• Administer payroll for part-time seasonal employees
• Investigate and resolve customer inquiries and complaints in an empathetic manner
• Promptly respond to inquiries and requests from prospective customers.
• Provide accurate, specific, and timely performance feedback for CSRs.
• Update customer orders from start to finish in an accurate and timely manner
• Maintain accurate records of past due customer account activity

• Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose.
• Assisted people in filling out surveys with complete and accurate information.
• Double checked information on survey forms.
• Planned efficient visitation routes by studying maps of assigned areas and completing assignment.
• Explained questions in better detail for interviewees to allow truthful answers.
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