Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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RENÉE CARPENTER

Muskegon,MI

Summary

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

References

References available upon request.

Timeline

Call Center Representative

Family Financial Credit Union
01.2024 - Current

Member Experience Representative

Family Financial Credit Union
06.2023 - 01.2024

Music Director

Central Park Players
11.2022 - 12.2022

Piano Accompanist/Administrative Assistant

Reeths-Puffer Schools
09.2017 - 06.2023

Owner/Teacher

Private Piano Teacher
01.2006 - Current

High School Diploma -

Reeths-Puffer High School
RENÉE CARPENTER