Kimberly Cross
Kingsport,TN
Summary
Experienced credit union employee with 24 years in diverse positions, from teller to vault teller. Expertise in contact center operations and card services, with a focus on member satisfaction and business promotion. Proficient in creating impactful presentations for Ballad Health orientations. Strong ability to foster relationships and enhance credit union visibility within the community.
Overview
25
25
years of professional experience
Work History
Member Service Generalist / Head Teller
Beacon Financial Credit Union
Johnson City
07.2024 - Current
- Developed strong customer relationships through attentive listening and prompt resolution of concerns.
- Kept work areas clean and neat to promote efficient operations.
- Provided exceptional service to clients, resulting in increased retention rates and positive feedback.
- Organized and maintained supplies to support Type operations.
- Mentored junior team members, fostering a culture of continuous learning and skill development.
- Built strong relationships with customers through positive attitude and attentive response.
- Developed and executed strategic plans to achieve organizational growth and increased revenue.
- Coordinated logistics of promotional materials delivery, ensuring timely arrival at event locations.
- Boosted product sales by demonstrating product features and benefits during promotional events.
Card Services Representative
Eastman Credit Union
Kingsport, TN
01.2007 - 01.2020
- Showed excellent attendance and time stamping skills. Excellent member service skills via telephone and in person member contact. Excellent ability to solve issues or any problems members may have including but not limited to, balancing issues, fraud & disputes, finance charge errors, double postings, instant issue and ordering debit / credit cards.
- Provided exceptional service in diverse situations including fraud prevention measures, lost/stolen cards reporting, and disputes handling.
- Assisted clients with navigating online platforms for account management, resulting in increased digital adoption rates.
- Contributed to a positive team environment, sharing knowledge, skills, and expertise with colleagues as needed.
Contact Center Specialist, Head Teller, Member Services, Consumer Lending
Eastman Credit Union
Kingsport, TN
01.2007 - 01.2020
- Excellent member service communications, member services including but not limited to payments, transfers, electronic payments, balancing, withdrawals, deposits, consumer loans, fraud & disputes, fed cash orders, ATM resolution and balancing.
- Consulted with customers to understand their desires and suggest the best products to meet their needs.
- Continuously classified and filed records to keep the system efficient and all information organized.
- Fostered a positive work environment by promoting employee engagement initiatives and recognizing outstanding contributions from team members.
- Increased team productivity by implementing efficient project management techniques.
- Mentored junior team members, promoting professional development and career advancement opportunities.
- Implemented data-driven decision-making processes that led to informed strategies and accelerated progress towards company objectives.
Teller
Horizon Credit Union
Kingsport, TN
03.2000 - 03.2006
- Verified the integrity of deposit checks and money orders to protect customers and the bank from fraud.
- Maintained accurate and balanced cash drawers by carefully counting funds and quickly investigating any discrepancy.
- Collected payments for mortgages, loan balances and public utilities on behalf of the bank's customers.
- Supported customers by coordinating special actions like ordering new bank cards and personal checks.
Education
No Degree - Licensed Real Estate Agent
Real Estate Training Center
Kingsport, TNHigh School Diploma - undefined
Clintwood High School
Clintwood, VA06.1994
Skills
- Customer service excellence
- Account management skills
- Cash balance verification
- Discrepancy resolution
- New account setup
- Card services expertise
- Vault security measures
- Currency counting proficiency
- Consumer lending strategies
- Motivating teams
- Influencing others
Timeline
Member Service Generalist / Head Teller
Beacon Financial Credit Union
07.2024 - Current
Card Services Representative
Eastman Credit Union
01.2007 - 01.2020
Contact Center Specialist, Head Teller, Member Services, Consumer Lending
Eastman Credit Union
01.2007 - 01.2020
Teller
Horizon Credit Union
03.2000 - 03.2006
High School Diploma - undefined
Clintwood High School
No Degree - Licensed Real Estate Agent
Real Estate Training Center