Shana Voight
Beaver Dam,WI
Summary
Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Energetic professional with several years of experience in industry. Punctual employee dedicated to following safety procedures and protocols to avoid mishaps. Considered valuable and hardworking employee by supervisors and peers.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
16
16
years of professional experience
Work History
Automotive Team Lead
Walmart
Beaver Dam, WI
07.2018 - 10.2024
- Managed conflict resolution within the team to maintain a positive work environment.
- Ensured compliance with legal and regulatory requirements in all team activities.
- Reviewed completed work to verify consistency, quality, and conformance.
- Identified needs of customers promptly and efficiently.
- Assessed market trends and competitor strategies to inform team direction and focus.
- Identified opportunities for process improvements, implementing changes when required.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Delegated tasks appropriately according to individual skill sets.
- Maintained accurate records of employee attendance and task completion times.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Motivated staff through positive reinforcement techniques.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Completed day-to-day duties accurately and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Customer Service Cashier
Recheck’s Food Pride
Beaver Dam, WI
04.2017 - 02.2018
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
- Adhered to company policies concerning returns, exchanges, and refunds, including proper documentation completion.
- Answered phone calls to assist customers with questions and orders.
- Balanced cash drawers at the end of each shift.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Processed customer payments quickly and returned exact change and receipts.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Collected credit card and cash payments to complete transactions for customer orders.
- Answered incoming phone calls from customers regarding product availability or store locations.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Scanned items and checked pricing on cash register for accuracy.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Greeted customers promptly and responded to questions.
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
Consumer Loan Processor
Horicon Bank
Horicon, Wisconsin
02.2012 - 02.2017
- Answered incoming calls from customers inquiring about their loan status or making payment arrangements.
- Prepared and delivered loan documents to title and escrow teams.
- Accepted payment on accounts.
- Utilized loan processing software to manage and track loan progress efficiently.
- Conducted preliminary assessment of applicants' financial status, credit, and property evaluations to determine feasibility of granting loans.
- Managed conditions sent from underwriting departments.
- Developed relationships with external partners such as banks, lenders, brokers, in order to facilitate smooth operations.
- Prepared and issued loan documents according to company guidelines.
- Maintained up-to-date knowledge of relevant laws, regulations, products and services relating to consumer loans.
- Checked applicant credit, personal references and employment histories.
- Provided guidance and assistance to less experienced team members when needed.
- Ensured compliance with federal, state and local regulations pertaining to consumer lending practices.
- Checked value of customer collateral to hold as loan security.
- Identified potential issues in loan files and worked with team members to devise solutions.
- Contacted credit bureaus, employers and other sources to check applicants' credit and personal references.
- Verified customer identity and collected required documentation prior to approving loan application.
- Provided excellent customer service, maintaining high satisfaction levels among borrowers.
- Assembled and compiled documents for loan closings.
- Calculated, reviewed, and corrected errors on interest rates, closing costs, and payment terms to ensure accuracy.
- Coordinated with underwriters to resolve mortgage application issues and obtain necessary documentation.
- Filed completed packages quickly and efficiently.
- Filed and maintained loan records.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Horicon Bank
Horicon, WI
12.2009 - 02.2012
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Conducted regular follow-up calls with customers after resolving their issues.
- Updated system with order specifics and customer details, preferences, and billing information.
- Answered customer inquiries and provided accurate information regarding products and services.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed positive relationships with customers through friendly interactions.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
- Supported sales team members to drive growth and development.
- Contacted customers about potential service upgrades, new services and account changes.
- Answered inbound calls, chats and emails to facilitate customer service.
- Completed day-to-day duties accurately and efficiently.
- Updated and maintained databases with current information.
Bank Teller
Horicon Bank
Horicon
09.2008 - 12.2009
- Performed cash handling duties including counting currency, coins and checks.
- Resolved problems or discrepancies concerning customers' accounts.
- Adhered to financial services security and audit procedures.
Education
High School Diploma -
Beaver Dam High School
Beaver Dam, WI05-2004
Skills
- Conflict resolution
- Regulatory compliance
- Process improvement
- Customer service
- Team management
- Customer relationship management
- Task delegation
- Problem solving
- Attention to detail
- Effective communication
- Motivational skills
- Workflow management
- Employee training
- Employee evaluation
- Relationship building
- Complaint resolution
- Coaching and mentoring
- Schedule management
- Customer focus
- Equipment maintenance
- Employee engagement
- Invoice verification
- Teamwork and collaboration
- Safety processes and procedures
- Cash handling
- Overseeing daily activities
- Team supervision
- Performance evaluations
- Problem-solving
Timeline
Automotive Team Lead
Walmart
07.2018 - 10.2024
Customer Service Cashier
Recheck’s Food Pride
04.2017 - 02.2018
Consumer Loan Processor
Horicon Bank
02.2012 - 02.2017
Customer Service Representative
Horicon Bank
12.2009 - 02.2012
Bank Teller
Horicon Bank
09.2008 - 12.2009
High School Diploma -
Beaver Dam High School