Tonya Wakefield
Hartselle,AL
Summary
Dynamic professional with extensive experience at Redstone Federal Credit Union, excelling in customer service and relationship building. Proven track record in enhancing customer satisfaction through effective problem-solving and financial transaction accuracy. Recognized for training staff and implementing process improvements that significantly boosted service efficiency and member engagement.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Member Service Representative
Redstone Federal Credit Union
03.2012 - Current
- Assisted members with account inquiries and service-related issues.
- Collaborated with team members to resolve complex customer issues effectively.
- Trained staff on operating procedures and company services.
- Branch SEG Ambassador to help with recruiting new businesses to become a Membership Partner, to help with membership growth.
- Maintained up-to-date knowledge of company policies and procedures for optimal service delivery.
- Adapted quickly to changes in processes, demonstrating flexibility in a fast-paced environment.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Supported promotional events by engaging members and distributing informational materials.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
Back up Cashier Supervisor
Redstone Federal Credit Union
03.2008 - 03.2012
- Supervised daily operations, ensuring compliance with credit union policies and procedures.
- Trained and mentored new cashiers, fostering a cohesive team environment.
- Monitored cash handling procedures, ensuring accuracy and minimizing discrepancies.
- Quickly and accurately counted drawers at start and end of each shift.
- Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
- Maximized efficiency in checkout lines by effectively managing cashier schedules during peak hours.
- Backed up cashiers and customer service employees on questions such as rules on refunds and defective items.
- Verified accuracy of daily cashier batches by checking receipts, checks, and cash.
- Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
Teller
Redstone Federal Credit Union
05.2007 - 03.2012
- Processed customer transactions efficiently, ensuring accuracy and compliance with banking policies.
- Assisted customers with account inquiries, providing exceptional service and resolving issues promptly.
- Maintained cash drawer integrity through diligent monitoring and balancing procedures daily.
- Collaborated with team members to improve workflow and enhance customer experience during peak hours.
- Trained new tellers on operational procedures, fostering a knowledgeable and competent team environment.
- Developed strong relationships with clients, promoting bank products that met their financial needs effectively.
- Implemented process improvements that reduced transaction times and increased customer satisfaction rates.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Educated customers on use of banking website and mobile apps.
- Executed wire transfers, stop payments and account transfers.
- Cross-sold credit cards, loans and other bank products.
Store Manager
Goody's Family Clothing
09.2006 - 04.2007
- Led daily store operations, ensuring efficient workflow and high customer satisfaction.
- Developed and implemented visual merchandising strategies to enhance product presentation.
- Trained and mentored staff on sales techniques and customer service best practices.
- Analyzed sales data to identify trends and optimize inventory management processes.
- Coordinated promotional events, increasing foot traffic and boosting seasonal sales.
- Oversaw employee scheduling, aligning staffing levels with peak business needs.
- Enforced company policies and procedures, maintaining compliance with operational standards.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
Store Co-Manager
Goody's Family Clothing
11.1999 - 09.2006
- Led daily operations, ensuring efficient store management and customer satisfaction.
- Mentored and trained staff, fostering professional development and enhancing team performance.
- Implemented inventory management systems, improving stock accuracy and reducing shrinkage.
- Developed promotional strategies, increasing foot traffic and boosting sales performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Collaborated with corporate teams on visual merchandising standards, enhancing store presentation.
- Recommended quality workers to increase company's productivity and profitability.
- Developed efficient scheduling practices to optimize workforce productivity while minimizing labor costs.
- Enhanced store sales by implementing strategic merchandising initiatives and promotional campaigns.
- Improved employee performance through effective coaching, training, and regular performance evaluations.
- Supported the opening of new store locations by providing training and mentorship to newly appointed management teams for a smooth transition process.
- Hired, trained and evaluated personnel in sales and marketing.
- Conducted regular audits on operational processes to identify inefficiencies or discrepancies requiring corrective action plans implementation.
- Managed daily cash handling procedures including reconciliations, deposits, and ensuring accurate transactions at all times.
- Oversaw visual merchandising standards for the store, creating eye-catching displays that boosted foot traffic and increased sales conversion rates.
- Ensured a high level of customer satisfaction with proactive engagement, addressing concerns, and providing personalized assistance.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Education
No Degree - Paralegal Studies
Wallace State Community College
Hanceville, ALHigh School Diploma -
Falkville High School
Falkville, ALSkills
- Customer service
- Relationship building
- Financial transactions
- Customer support
Certification
PIL Tools
Notary Public
SEG Ambassador
United Way
Mentor
Timeline
Member Service Representative
Redstone Federal Credit Union
03.2012 - Current
Back up Cashier Supervisor
Redstone Federal Credit Union
03.2008 - 03.2012
Teller
Redstone Federal Credit Union
05.2007 - 03.2012
Store Manager
Goody's Family Clothing
09.2006 - 04.2007
Store Co-Manager
Goody's Family Clothing
11.1999 - 09.2006
No Degree - Paralegal Studies
Wallace State Community College
High School Diploma -
Falkville High School
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