Laci Olson
Westby,WI
Summary
Dynamic Digital Services Specialist with proven expertise at Westby Coop Credit Union, excelling in client relations and technical troubleshooting. Successfully managed diverse digital projects, enhancing customer satisfaction and retention. Adept at multitasking and problem-solving, I deliver innovative solutions that drive efficiency and foster strong relationships with clients.
Overview
11
11
years of professional experience
Work History
Digital Services Specialist
Westby Coop Credit Union
Westby
03.2021 - Current
- Collaborated with cross-functional teams to design and implement innovative digital solutions for clients.
- Delivered troubleshooting of reported problems, responding to member inquiries and monitoring security, privacy and compliance for user accounts.
- Provided clear, concise communication to clients regarding project updates and progress reports ensuring transparency throughout the engagement process.
- Managed a diverse portfolio of digital projects, ensuring timely completion and client satisfaction.
- Enhanced customer satisfaction by efficiently addressing and resolving digital service issues.
- Promptly consulted with team leaders to address any escalated client issues.
- Provided exceptional customer support for all digital service inquiries, contributing to high customer retention rates.
- Assisted customers with technical support inquiries.
Card Services Specialist
Westby Co-Op Credit Union
Westby, WI
04.2019 - 03.2021
- Enhanced customer satisfaction by efficiently resolving cardholder inquiries and concerns.
- Contributed to a positive team environment, sharing knowledge, skills, and expertise with colleagues as needed.
- Exceeded performance metrics consistently, showcasing dedication to providing exceptional service to cardholders.
- Facilitated smooth transitions between multiple systems during software updates or migrations minimizing downtime for users accessing card services.
- Reduced fraud losses by diligently monitoring transaction activity and collaborating with the fraud department.
- Educated clients about credit card benefits such as rewards
- programs or promotional offers leading to better utilization of available resources.
- Communicated with customers on phone about accounts.
- Provided outstanding customer service on phone and in person.
- Increased efficiency in dispute resolution, maintaining detailed documentation and thorough investigations.
- Developed and retained customer relationships through active listening and using defined processes to address customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
Member Service Representative III
Westby Co-Op Credit Union
Westby, WI
09.2014 - 03.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- 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.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Educated and engaged customers with new bank products and services.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
Member Service Representative I
Westby Co-Op Credit Union
Viroqua, WI
05.2014 - 09.2014
- Served large volumes of customers daily with a focus on satisfaction and professionalism.
- Provided exceptional service through active listening and understanding member needs.
- Resolved inquiries and concerns efficiently to enhance overall customer satisfaction.
- Maintained high-quality service by adhering to company policies and standards during interactions.
- Performed ATM balancing to ensure accurate financial reporting.
Education
High School Diploma -
Western Wisconsin Technical College
La Crosse, WI11-2023
Skills
- Digital marketing strategy
- Employee onboarding
- Technical troubleshooting
- Client relations
- Digital troubleshooting
- Report generation
- Mobile app development
- Digital support
- Teamwork
- Customer service
- Time management
- Problem-solving
- Attention to detail
- Multitasking
Timeline
Digital Services Specialist
Westby Coop Credit Union
03.2021 - Current
Card Services Specialist
Westby Co-Op Credit Union
04.2019 - 03.2021
Member Service Representative III
Westby Co-Op Credit Union
09.2014 - 03.2019
Member Service Representative I
Westby Co-Op Credit Union
05.2014 - 09.2014
High School Diploma -
Western Wisconsin Technical College