Summary
Overview
Work History
Education
Skills
Timeline
Generic

Victoria Ketron

Church Hill

Summary

Dynamic professional with extensive experience at Eastman Credit Union, excelling in conflict resolution and customer engagement. Proven track record in fraud prevention, significantly reducing financial losses through effective protocols. Adept at mentoring and leading teams, fostering collaboration to enhance service delivery and member satisfaction. Committed to maintaining high standards of reliability and empathy.

Overview

11
11
years of professional experience

Work History

Member Contact Center Specialist

Eastman Credit Union
Kingsport
11.2019 - Current
  • Resolved member issues efficiently through the effective management of inbound calls.
  • Enhanced member experience by providing comprehensive information on products and services.
  • Collaborated with team members to tackle complex member concerns swiftly.
  • Maintained up-to-date knowledge of policies and procedures for optimal service delivery.
  • Trained new staff on call handling and customer service protocols to ensure quality.
  • Delivered prompt responses to customer inquiries via phone calls, emails, and chats.
  • Provided technical support to clients, facilitating resolution of their issues.
  • Achieved established performance goals in call handling time and accuracy rate.
  • Handled escalated customer service issues with professionalism and empathy.

Fraud Prevention Specialist

Eastman Credit Union
Kingsport
01.2017 - 11.2019
  • Implemented fraud detection protocols to significantly reduce financial losses and bolster trust.
  • Collaborated with law enforcement to report fraudulent cases, ensuring compliance with regulations.
  • Trained new staff on fraud prevention techniques to enhance vigilance in asset protection.
  • Maintained accurate records of fraud incidents and procedures to support reporting accuracy and compliance.
  • Reviewed and analyzed member account activity to identify any fraudulent activities.
  • Educated customers on best practices for avoiding fraud and provided guidance on how to spot suspicious emails or other indicators of possible scams.
  • Documented all investigative activities, evidence gathered, conclusions reached, and actions taken during a case investigation.
  • Analyzed data from multiple sources to detect any suspicious trends or anomalies indicating potential fraudulent activities.

Teller

Eastman Credit Union
Kingsport
04.2014 - 01.2017
  • Assisted customers with account inquiries and provided tailored solutions.
  • Maintained cash drawers and balanced transactions at end of shifts.
  • Educated members on credit union services and financial products available.
  • Collaborated with team members to improve service delivery and workflow efficiency.
  • Resolved customer issues promptly to enhance overall satisfaction levels.
  • Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
  • Handled large volumes of currency quickly and accurately with minimal errors.
  • Maintained confidentiality of all customer records and information according to company policies.

Education

Bachelor of Science - History

East Tennessee State University
Johnson City, TN
05-2013

Skills

  • Conflict resolution and problem solving
  • Mentoring and leadership
  • Collaboration and teamwork
  • Dependability and reliability
  • Empathy and emotional intelligence
  • Customer engagement

Timeline

Member Contact Center Specialist

Eastman Credit Union
11.2019 - Current

Fraud Prevention Specialist

Eastman Credit Union
01.2017 - 11.2019

Teller

Eastman Credit Union
04.2014 - 01.2017

Bachelor of Science - History

East Tennessee State University

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