Kirsten Miller
Milwaukee
Summary
Dedicated Associate Banker with a strong focus on building lasting client relationships and enhancing service quality. Expertise in operational accuracy, cash balancing, and digital banking support, complemented by a proactive approach to customer retention and satisfaction.
Overview
21
21
years of professional experience
Work History
Associate Banker / Vault Custodian
Chase Bank
Milwaukee
05.2024 - Current
- Balance and maintain the branch vault with accuracy.
- Order, receive, and reconcile cash shipments.
- Prepare and distribute cash to banking associates.
- Ensured compliance with bank policies and security procedures, safeguarding client assets and branch integrity.
- Assist clients with deposits, withdrawals, transfers, and routine banking transactions.
- Opened new checking, savings, and consumer accounts, enhancing customer access to banking services.
- Educate customers on banking products and digital banking services.
- Administered notary services, facilitating important documentation needs for clients at the branch.
Lead Retention Specialist
Charter Communications, Spectrum
Milwaukee
04.2007 - 05.2024
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Enhanced customer satisfaction through proactive communication and timely issue resolution.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Increased team productivity by providing training on best practices for retaining customers.
- Handled escalated customer complaints, de-escalating situations and facilitating mutually beneficial resolutions.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
- Monitored, tracked and prioritized new work requests at Help Desk within set response times.
- Created supportive learning atmosphere by establishing clear behavior expectations and encouraging respectful peer interactions.
Customer Retention Specialist
Time Warner Cable
Milwaukee
04.2007 - 04.2017
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Streamlined communication channels to improve response time for customer concerns.
- Collaborated with cross-functional teams to improve product offerings based on customer feedback.
- Trained junior team members to elevate service quality and enhance departmental effectiveness.
- Upsold additional products to drive revenue growth through customer engagement.
Customer Service Representative
Time Warner Cable
Milwaukee
02.2005 - 04.2007
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Resolved escalated calls effectively, achieving satisfactory outcomes for customers and the company.
- Streamlined call center processes, reducing wait times and enhancing customer satisfaction.
- Guided customers in navigating company website and placing online orders, enhancing overall user experience.
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
High School Diploma -
Juneau High School
Milwaukee, WI06-1998
Skills
- Vault Management
- Cash Handling
- Cash Ordering
- Regulatory Compliance
- Account Opening
- Consumer Banking
- Cross-selling
- Notary Public
- Problem Solving
- Attention to Detail
- Communication
- Customer Service
Timeline
Associate Banker / Vault Custodian
Chase Bank
05.2024 - Current
Lead Retention Specialist
Charter Communications, Spectrum
04.2007 - 05.2024
Customer Retention Specialist
Time Warner Cable
04.2007 - 04.2017
Customer Service Representative
Time Warner Cable
02.2005 - 04.2007
High School Diploma -
Juneau High School