Maggie Cookson
Ashland,IL
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
20
20
years of professional experience
Work History
Call Center Manager
Illinois State Police Federal Credit Union
07.2011 - Current
- - Responsible for planning, coordination and direction of the call center which includes: assigning work, answering questions and solving problems, helping with complex transactions and sensitive member relations problems, researching member inquiries to ensure proper follow up and member satisfaction, approving member exceptions and authorizing service fee refunds to members when deemed appropriate, explaining policies and procedures to members, maintains the telephone system ensuring calls are routing properly, managing and recommending purchase of equipment and supplies, reviewing applicable call reports to assure standards are met. Responsible for daily postings and reconciliations for members’ accounts. Perform duties of all center representatives when necessary. Perform duties of teller supervisor in their absence.
Member Service Representative/Call Center Representative
Illinois State Police Federal Credit Union
02.2006 - 07.2011
- - Responsible for comprehensive, prompt, accurate and efficient member transactions. Performed routine transactions, including but not limited to opening accounts, loan payments, transfers, stop payments. Answered questions and performed maintenance regarding accounts, loans, debit cards and VISAs. Assisted with reviewing documentation and auditing of accounts.
Education
Some College (No Degree) - Accounting
SNHU
Manchester, NHAssociates in Arts and Applied Sciences - Criminal Justice
Lincoln Land Community College
Springfield, IL07.2004
Skills
- Operational leadership
- Analytical problem solving
- Meticulous attention to specifics
- Effective interpersonal communication
- Effective time management
- Steadfast in commitments
- Competent in using Microsoft Office software
Timeline
Call Center Manager
Illinois State Police Federal Credit Union
07.2011 - Current
Member Service Representative/Call Center Representative
Illinois State Police Federal Credit Union
02.2006 - 07.2011
Some College (No Degree) - Accounting
SNHU
Associates in Arts and Applied Sciences - Criminal Justice
Lincoln Land Community College
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