Shiloh Ivaska
Wausau,WI
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
5
5
years of professional experience
Work History
ITM Specialist/Contact Center Representative
Prevail Bank
07.2024 - Current
- Followed all company policies and procedures to deliver quality work.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Educated staff on organizational mission and goals to help employees achieve success.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Gathered, organized and input information into digital database.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained new personnel regarding company operations, policies and services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Sought ways to improve processes and services provided.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Senior Member Service Representative
Connexus Credit Union
05.2023 - 07.2024
- Promoted to Senior in October
- TCR/ Vault Auditing
- Collaborated with other departments to ensure prompt resolution of customer complaints or disputes
- Advocated for member adoption of new technology, promotions, and digital products
- Developed strong communication skills while interacting with members to provide excellent customer service
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders
- Navigated multiple computer systems and applications and utilized search tools to find information
- Exercised informed judgment to accommodate members
- Handled sensitive and confidential information with discretion to maintain department security
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
ITM Specialist/Customer Service Representative
Prevail Bank
09.2021 - 04.2023
- Account Opening and Training
- Developed comprehensive training materials for staff members on new technologies
- Implemented security practices to preserve assets and minimize liabilities
- Leveraged strong communication skills to build relationships with clients
- Reviewed documents for accuracy prior to submission or publication
- Performed quality assurance testing on newly developed software applications
- Recommended improvements in security systems or procedures
- Generated detailed reports summarizing project status, milestones, and timelines
- Provided account information to customers and explained bill service policies and customer rights
- Provided exceptional customer service to clients in fast-paced call center environment
- Remained open to feedback from supervisor and peers to build and improve skills set
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Responded quickly to meet customer needs and resolve problems
- Participated in ongoing training to enhance own job skills and knowledge
- Worked with coworkers to complete tasks.
Customer Service Representative
Intercity State Bank
10.2019 - 09.2021
- Account Opening and Training
- Built sustainable relationships and trust with customer accounts using open and interactive communication
- Addressed customers courteously using suitable methods and problem-solving skills
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Displayed strong organizational skills while managing multiple projects simultaneously
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Performed data entry tasks accurately and in a timely manner
- Processed orders and detailed transaction information to customers
- Navigated multiple computer systems and applications and utilized search tools to find information
- Updated and maintained database with accurate customer information and timely data entry
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Responded to telephone inquiries and complaints following standard operating procedures
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
Education
Human Resources -
Northcentral Technical College
01.2024
High School Diploma - undefined
Mosinee High School
06.2018
Skills
- Account Maintenance
- Account Opening
- Customer Support
- Member Relations
- Mobile Banking
- Service Recommendations
- Teller Transactions
- Customer Standards Compliance
- Providing Feedback
- Sales Quota Achievement
- Member Retention
- Safe Deposit Box Oversight
- Banking Operations Support
- Contact Management Systems
- Database Management
- Credit Card Applications
- Quality Assurance
- Customer Relations
- Documentation Management
- Adaptability and Flexibility
References
References available upon request
Timeline
ITM Specialist/Contact Center Representative
Prevail Bank
07.2024 - Current
Senior Member Service Representative
Connexus Credit Union
05.2023 - 07.2024
ITM Specialist/Customer Service Representative
Prevail Bank
09.2021 - 04.2023
Customer Service Representative
Intercity State Bank
10.2019 - 09.2021
Human Resources -
Northcentral Technical College
High School Diploma - undefined
Mosinee High School
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