Productive Call Center Representative with history of exceeding customer expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Creative problem solver with a desire to take on new challenges and ability to learn new concepts quickly. Motivated team player, eager to contribute to a dynamic team and support organizational goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Call Center Representative
Family Financial Credit Union
Muskegon, MI
01.2024 - Current
Answered incoming calls from customers and provided assistance with product inquiries, account questions, and other customer service-related issues.
Provided accurate information regarding products and services while upselling additional products when appropriate.
Resolved customer complaints in a timely manner to ensure customer satisfaction.
Utilized knowledge base to answer inquiries from customers quickly and effectively.
Processed deposits, withdrawals, loan payments and cash advances for Credit Union members.
Provided superior customer service to Credit Union members in person and over the phone.
Educated members on various products and services offered by the Credit Union.
Answered inquiries from members regarding their accounts or other credit union services.
Assisted with training new tellers or other staff members in proper procedures.
Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
Ran various daily reports, following outlined procedures, and properly documenting information or completing tasks
Learned a new online banking platform and assisted with the rollout of the new platform to members
Elected by supervisor to be a part of our Member Experience Committee
Took online course to become a Certified Credit Union Financial Counselor
Member Experience Representative
Family Financial Credit Union
Muskegon, MI
06.2023 - 01.2024
Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
Assisted customers in opening new accounts and completing required paperwork.
Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
Reviewed loan applications and credit histories to assess risk factors and determine eligibility for loan approval.
Identified opportunities for cross-selling additional services such as insurance or investment products.
Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
Submitted loan applications to underwriter for verification and recommendations.
Assessed customer's repayment capacity based on income, assets, liabilities, and other debt obligations.
Owner/Teacher
Private Piano Teacher
Muskegon, Michigan
01.2006 - Current
Instruct, inspire, and encourage piano students
Prepare teaching materials, manage schedules, communicate with students and parents, and promote studio.
Maintained relationships with existing clients by providing superior customer service.
Piano Accompanist/Administrative Assistant
Reeths-Puffer Schools
Muskegon, Michigan
09.2017 - 06.2023
Accompanied vocalists and instrumentalists for rehearsals and performances.
Provided musical support to choirs, soloists, ensembles, and other performers in a variety of genres.
Developed rehearsal plans with conductors to maximize practice time efficiency.
Organized music library containing scores, parts, recordings, and reference materials.
Music Director
Central Park Players
Grand Haven, Michigan
11.2022 - 12.2022
Director of Music for production of 'Guys on Ice'
Led rehearsals, arranged music, auditioned performers, and performed as the sole instrumentalist.
Education
High School Diploma -
Reeths-Puffer High School
Muskegon, Michigan
06.2002
Skills
Customer Service
Data Entry
Report Preparation
Complaint resolution
Payment Processing
Technical Support
Providing customer support
Account Management
Problem-solving skills
Proficient in Symitar
Certification
Certified Credit Union Financial Counselor (CCUFC) August 2024