Ksandra Hunt
Chehalis
Summary
Dynamic customer service professional with extensive experience at Peak Credit Union, excelling in conflict resolution and call management. Proven track record of enhancing customer satisfaction through tailored solutions and effective communication. Skilled in team collaboration and training, consistently surpassing performance benchmarks while fostering positive client relationships.
Overview
9
9
years of professional experience
Work History
Contact Center Specialist
Peak Credit Union
12.2024 - Current
- Addressed customer inquiries and resolved issues through effective communication and problem-solving techniques.
- Managed high call volumes while ensuring exceptional service quality and operational efficiency.
- Facilitated collaboration among team members to optimize processes and elevate customer satisfaction.
- Executed follow-up calls to resolve issues and strengthen client relationships.
- Facilitated training support for new staff to elevate team performance and service delivery standards.
- Analyzed recurring issues and proposed enhancements to streamline workflow efficiency.
- Delivered tailored solutions to address customer issues, enhancing loyalty and retention.
- Managed escalated calls, effectively diffusing tense situations and fostering positive resolutions.
- Facilitated customer support during peak periods, ensuring prompt assistance and maintaining service quality.
- Ensured accuracy in recording customer interactions, documenting inquiries, complaints, comments, and corresponding actions taken.
- Elevated customer satisfaction ratings by effectively addressing concerns and delivering tailored solutions.
- Demonstrated high energy and professionalism in client and staff interactions.
- Informed customers about billing payment processing and support policies and procedures.
Member Service Specialist
Peak Credit Union
08.2022 - 12.2024
- Delivered exceptional member support by addressing inquiries and resolving issues promptly.
- Facilitated account management for members, ensuring precise transaction processing.
- Facilitated collaboration among team members to optimize service delivery.
- Facilitated educational sessions on credit union products to enhance financial literacy among members.
- Oversaw accurate record-keeping of member interactions to ensure regulatory compliance.
- Facilitated training sessions for new staff on best practices in member engagement and service excellence.
- Delivered personalized financial guidance tailored to individual goals and objectives.
- Surpassed performance benchmarks by providing exceptional service quality and effective issue resolution.
- Managed cash drawer, cash vault, and TCRs, ensuring accurate handling of incoming and outgoing cash orders under dual control.
Cashier
Safeway
02.2017 - 07.2022
- Executed customer transaction processing with precision and efficiency utilizing point-of-sale systems.
- Oversaw maintenance of a clean and organized checkout area to elevate customer satisfaction.
- Facilitated customer inquiries by delivering comprehensive product information and support.
- Executed cash, credit, and gift card transactions while upholding security protocol compliance.
- Facilitated training sessions for new cashiers on operational procedures and customer service techniques.
- Addressed and resolved customer complaints, enhancing satisfaction and loyalty through positive interactions.
- Welcomed customers upon store entry and addressed inquiries with urgency.
- Managed cash register operations for cash, check, and credit card transactions with high accuracy.
- Executed store promotions and incentive programs to drive sales growth.
Education
High School Diploma -
Graham Kapowsin High School
Graham, WA06.2016
Skills
- Customer service
- Conflict resolution
- Call management
- Team collaboration
- Communication skills
- Call handling
- Customer support
- Teamwork and collaboration
- Product upselling
Timeline
Contact Center Specialist
Peak Credit Union
12.2024 - Current
Member Service Specialist
Peak Credit Union
08.2022 - 12.2024
Cashier
Safeway
02.2017 - 07.2022
High School Diploma -
Graham Kapowsin High School