Riley Woodley
Springfield,United States
Summary
Experienced and customer-focused professional with 5+ years in call center operations. Consistently surpass performance goals, efficiently resolve customer inquiries, and maintain high levels of customer satisfaction. Proficient in managing high-volume inbound calls, handling escalations, and delivering excellent service in a fast-paced environment. Skilled in utilizing CRM systems and other call center technologies to optimize processes and enhance productivity. Strong communication, problem-solving, and conflict resolution abilities. Seeking to leverage expertise to contribute to a dynamic team and consistently deliver exceptional service.
Overview
8
8
years of professional experience
Work History
Member Connect Service Specialist
NWCU a division of Twin Star credit union
03.2023 - Current
- Provided exceptional customer service to credit union members by addressing inquiries, resolving issues, and processing transactions efficiently and accurately
- Consistently met and exceeded performance metrics, including call quality, response time, and customer satisfaction scores
- Utilized knowledge of credit union products and services to effectively cross-sell and upsell to meet member needs and goals
- Demonstrated strong problem-solving skills and attention to detail in handling complex member concerns and complaints with professionalism and empathy
- Demonstrated superior communication skills and patience when assisting members with product information, troubleshooting, and billing inquiries
Office Manager
Toby's Family Foods
01.2022 - 02.2023
- Demonstrated strong leadership skills by supervising and guiding a team of administrative staff to achieve goals and meet deadlines effectively.
- Implemented new office policies and procedures to increase productivity and streamline workflows.
- Oversaw office maintenance and technology systems to maintain a clean and safe work environment conducive to high performance.
- Organized and maintained electronic and paper filing systems for efficient document retrieval
- Prepared reports, presentations, and correspondence for internal and external communication
Senior Retention Representative And Trainer
Spectrum
10.2017 - 01.2022
- Utilized CRM system to accurately document customer interactions and maintain detailed records
- Answered incoming calls from customers to provide information and assistance
- Maintained a positive and professional attitude during all interactions with customers
- Developed and implemented escalation procedures to streamline the resolution process
- Analyzed root causes of escalated cases and recommended solutions to prevent future occurrence
Education
Completed Coursework For Master Of Science (M.S.) - Architecture
Montana State University
Bozeman, MT05.2017
Skills
- Software
- Problem solving
- Research and Analysis
- Communication
- Attention to detail
- Adaptability
- Technical proficiency
- Organizational skills
- Knowledge retention
- Microsoft Office Tools
- Adobe Software suite
- Zendesk
- Quicken/Quickbooks
- Salesforce
- MISER
- Fiserv
- Symitar
- Genesys
Timeline
Member Connect Service Specialist
NWCU a division of Twin Star credit union
03.2023 - Current
Office Manager
Toby's Family Foods
01.2022 - 02.2023
Senior Retention Representative And Trainer
Spectrum
10.2017 - 01.2022
Completed Coursework For Master Of Science (M.S.) - Architecture
Montana State University