Payton Williams
Harrisburg,PA
Summary
With over 7 years of experience in customer service and financial industries, this professional has excelled in roles ranging from Teller at Members 1st Federal Credit Union to Assistant General Manager at Candlewood Suites. They have demonstrated exceptional skills in promoting financial literacy, enhancing member engagement, and implementing cost-effective strategies to boost customer satisfaction and revenue. Possessing a strong foundation in accounts receivable and front desk management, this candidate is adept at identifying opportunities for improvement and driving operational excellence through detailed analysis and strategic planning.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Member Service Representative
Members 1st FCU
Harrisburg, PA
03.2024 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls regarding membership benefits and services.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
Teller
Members 1st Federal Credit Union
Harrisburg, PA
04.2022 - 03.2024
- Implement creative ways to promote credit union products and services to enhance member engagement and satisfaction
- Implement strategies to promote financial literacy among members
- Identify opportunities for cross-selling and recommend suitable credit union products to members based on their financial needs and goals
- Provide excellent customer service by actively listening to members' needs and concerns, and proactively offering solutions to enhance their overall experience with the credit union
- Assist in organizing and participating in community events to increase credit union visibility and attract new members
- Identify and report any suspicious activities or transactions to prevent fraud and protect the credit union and its members from financial losses
- Conduct regular training sessions for teller staff on effective communication techniques and best practices for providing exceptional customer service to enhance member satisfaction and loyalty
Hookah Server
Isabelleshouse
Harrisburg, PA
03.2022 - 12.2023
- Resolved customer complaints in a professional manner.
- Maintained adequate levels of linens, trays, and silverware items for customers and performed washing and sanitation.
- Maintained accurate records of sales transactions for end-of-day reports.
Bartender
Isabelleshouse
Harrisburg
03.2022 - 12.2023
- Stocked ice bins and coolers as needed throughout shift.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Poured wine, beer and cocktails for patrons.
Call Center Customer Service Representative
Belco Community Credit Union
Harrisburg, PA
08.2021 - 02.2022
- Implement and maintain customer service metrics to track and improve call center performance, including average handling time, first call resolution rate, and customer satisfaction scores
- Proactively identify and address opportunities to enhance member satisfaction through personalized interactions and tailored solutions
- Identify opportunities to streamline call center processes and improve efficiency, such as implementing new technology tools or optimizing call routing strategies, to enhance overall customer service experience and increase operational effectiveness
- Conduct regular quality assurance checks on call center interactions to ensure adherence to credit union service standards and regulatory requirements, providing feedback and coaching to representatives for continuous improvement
Assistant General Manager
Candlewood Suites
Harrisburg, PA
04.2020 - 08.2021
- In charge of creating all schedules for employees
- Dealing with day to day issues with all employees
- Implementing cost-effective strategies to increase guest satisfaction and revenue generation, such as targeted marketing campaigns and loyalty programs
- Implementing innovative strategies to increase revenue and occupancy rates, while maintaining high levels of guest satisfaction
- Developing and implementing employee engagement initiatives to boost morale and productivity, leading to a positive work environment and increased guest satisfaction at Candlewood Suites
- Implementing health and safety protocols to ensure the well-being of guests and employees, leading to a safe and secure environment for all at Candlewood Suites
- Leading cross-functional teams to implement guest-centric initiatives that enhance the overall guest experience, drive positive online reviews, and increase repeat business for Candlewood Suites
- Collaborating with local businesses and community organizations to create exclusive packages and experiences that attract new guests and increase revenue for Candlewood Suites
Assistant Manager Finance
PSECU
Harrisburg, PA
01.2018 - 03.2020
- Managed a group of staff members
- Opened and closed the office at the beginning and end of shifts
- Uphold a high standard of customer service
- Pursued sales leads to advance office growth
- Counseled, mentored and disciplined staff
- Handled all staff member scheduling
- Develop and implement financial strategies to optimize revenue generation and cost efficiency, ensuring sustainable financial growth for the organization
- Enhance member engagement and satisfaction by actively participating in account sign-up processes and providing personalized assistance to address their financial needs and goals
- Identify and capitalize on opportunities to streamline financial processes, enhance operational efficiency, and drive cost savings within the organization to support sustainable financial growth and success
- Utilize financial analytics to identify trends and patterns in member behavior, allowing for targeted marketing efforts to increase account sign-ups and drive revenue growth for PSECU
- Lead cross-departmental initiatives to integrate financial strategies with other business functions, fostering collaboration and alignment across the organization to drive holistic business growth and development
- Implement strategies to ensure compliance with financial regulations and industry standards, minimizing risks and protecting PSECU's reputation and financial stability
Sales Associate/Cashier/Customer Service
Rite Aid
Harrisburg, PA
07.2017 - 10.2017
- Demonstrate product knowledge and recommend appropriate items to customers to increase sales and enhance customer satisfaction
- Utilize product knowledge to assist customers in finding the right products for their needs and preferences, ultimately driving sales and customer satisfaction
- Utilize active listening skills to understand customers' needs and provide personalized recommendations to enhance their shopping experience
- Maintain a clean and organized work environment to enhance the overall shopping experience for customers and promote a positive brand image
Childcare Staff
Little Learners Childcare Center
Harrisburg, PA
04.2017 - 07.2017
- Maintain a safe play environment
- Dress children and change diapers
- Communicate with children's parents about daily activities and related issues
- Create and implement engaging and educational activities to promote children's physical, cognitive, and social development
- Implement creative and engaging learning activities to stimulate children's curiosity and promote their overall development
- Develop individualized care plans for children based on their specific needs and interests
- Develop and maintain positive relationships with children, parents, and colleagues to create a supportive and nurturing environment for the children in our care
Education
Susquehanna Twp High School
Harrisburg, PA06.2017
Skills
- Accounts Receivable (Experienced) Assistant Manager Experience (Experienced)
- Front desk (3 years) (Expert)
- Alcohol awareness
- Wine and liquor expertise
Certification
- Ramp certified
Timeline
Member Service Representative
Members 1st FCU
03.2024 - Current
Teller
Members 1st Federal Credit Union
04.2022 - 03.2024
Hookah Server
Isabelleshouse
03.2022 - 12.2023
Bartender
Isabelleshouse
03.2022 - 12.2023
Call Center Customer Service Representative
Belco Community Credit Union
08.2021 - 02.2022
Assistant General Manager
Candlewood Suites
04.2020 - 08.2021
Assistant Manager Finance
PSECU
01.2018 - 03.2020
Sales Associate/Cashier/Customer Service
Rite Aid
07.2017 - 10.2017
Childcare Staff
Little Learners Childcare Center
04.2017 - 07.2017
Susquehanna Twp High School