Kiauna Andre
Ruskin
Summary
Dynamic Member Service Representative with a proven track record at LMCU, excelling in member service and problem-solving. Recognized for enhancing member satisfaction through positive, effective communication and attention to detail. Skilled in multitasking and documentation, Consistently foster team collaboration and support new hires, driving overall team success.
Overview
12
12
years of professional experience
Work History
Member Service Representative
LMCU
04.2019 - Current
- Build rapport with members by engaging in conversations and demonstrating a commitment to their financial wellbeing.
- Maintain high-quality service by adhering to company policies and standards in all member interactions.
- Handle cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Assist in training and onboarding new staff, providing ongoing guidance to ensure team success.
- Act as a point of contact in the manager’s absence, stepping in to handle day-to-day responsibilities.
Contact Center Representative II
USF Federal Credit Union
08.2013 - 03.2019
- Provided exceptional member service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by members.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Acted as a resource for new hires, answering questions and offering guidance.
Financial Foundations Associate
USAA
11.2012 - 08.2013
- Responded to inbound calls and emails, effectively addressing customer inquiries, resolving issues, and ensuring member satisfaction.
- Processed new insurance applications, renewals, and policy modifications, ensuring compliance with company policies and regulatory standards.
- Conducted policy reviews with clients to ensure they had adequate coverage, upselling additional products.
- Educated members about discounts and savings opportunities.
Education
High School Diploma -
Middleton High School
Tampa, FLSkills
- Customer Service
- Multitasking
- Communication
- Team Leader/Team Player
- Computer Proficient
- Documentation
- Conflict Resolution
Accomplishments
Promoted from Contact Center Rep I to II
Perfect Member Surveys
Perfect Secret Shops
PRIDE Awards
Star Performer
Impact Player
Timeline
Member Service Representative
LMCU
04.2019 - Current
Contact Center Representative II
USF Federal Credit Union
08.2013 - 03.2019
Financial Foundations Associate
USAA
11.2012 - 08.2013
High School Diploma -
Middleton High School
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