Scott Kuffel
Oregon
Summary
Dynamic Video Teller Manager at Summit Credit Union with a proven track record in leadership and customer experience. Achieved a 15% increase in member satisfaction through effective team coaching and process improvements. Skilled in transaction monitoring and quality assurance, fostering collaboration and driving exceptional service in a fintech environment.
Overview
7
7
years of professional experience
Work History
Video Teller Manager
Summit Credit Union
Cottage Grove
09.2024 - Current
- Lead a team of video tellers, overseeing Interactive Teller Machine (ITM) operations, coaching staff, and conducting performance evaluations to deliver exceptional member service.
- Monitor KPIs (transaction volume, resolution times, member satisfaction) and prepare reports for senior management, achieving a [specific metric, e.g., “15% increase in satisfaction scores”].
- Drive process improvements, streamlining workflows and optimizing video banking technology, resulting in [specific outcome, e.g., “10% faster transaction times”].
- Ensure compliance with AML/KYC regulations and credit union policies, collaborating with IT to resolve ITM technical issues and maintain system reliability.
- Develop staff schedules, recruit and onboard new tellers, and implement training programs aligned with Summit’s member-first philosophy.
Quality Assurance Specialist, Contact Center
Summit Credit Union
Cottage Grove
07.2022 - Current
- Conduct call audits and review recorded interactions using RingCentral and MAX, providing constructive feedback to improve service quality and member satisfaction.
- Design QA metrics and coaching sessions, contributing to [specific outcome, e.g., “20% improvement in first-call resolution rates”].
- Mentor team members, including new representatives and supervisors, fostering professional growth and service excellence.
- Create internal guides for mobile banking and DocuSign processes, enhancing team efficiency and retail branch operations.
- Lead department initiatives, including a company-wide credit card promotion, and collaborate with developers to streamline cross-departmental processes.
- Achieve highest year-to-date referrals, demonstrating expertise in advising on financial products (savings, loans, IRAs, trusts).
Customer Support Specialist
Paragon Development Systems
Madison
03.2018 - 04.2022
- Provided technical support for Epic MyChart applications, assisting customers with troubleshooting across computers, tablets, and mobile devices in a high-volume contact center (65 daily interactions).
- Utilized JIRA for ticketing and Nice CXone InContact Softphone for inbound/outbound calls, escalating complex issues and managing multiple CRM requests.
- Enhanced customer satisfaction through clear, empathetic resolution of technical inquiries, contributing to [specific outcome, e.g., “high CSAT scores”].
- Collaborated with cross-functional teams to streamline support processes, reducing ticket resolution times by [specific metric, e.g., “15%”].
Education
High School Diploma -
Monona Grove High School
Monona, WIEmerging Leaders Program -
Summit Credit Union
Emerging Leaders Mentorship Program -
Summit Credit Union
Skills
- Leadership & Management
- Transaction monitoring
- Interactive teller operations
- Quality assurance metrics
- Customer relationship management
- Team leadership
- Cross-department collaboration
- Sales proficiency
- Customer education
- Quality Assurance
- Technical Proficiency
- Customer Experience (CX)
- Soft Skills
- Fintech Relevance
Websites
References
Available upon request.
Professional Development
- Emerging Leaders Program, Summit Credit Union, Graduated, [Year]
- Emerging Leaders Mentorship Program, Summit Credit Union, Participant, [Year]
Timeline
Video Teller Manager
Summit Credit Union
09.2024 - Current
Quality Assurance Specialist, Contact Center
Summit Credit Union
07.2022 - Current
Customer Support Specialist
Paragon Development Systems
03.2018 - 04.2022
High School Diploma -
Monona Grove High School
Emerging Leaders Program -
Summit Credit Union
Emerging Leaders Mentorship Program -
Summit Credit Union
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