Carissa Utley
Thomasville
Summary
Experienced with member care and adept at resolving customer inquiries and issues. Utilizes excellent communication skills to foster positive member interactions and ensure satisfaction. Track record of supporting team collaboration and adapting to changing needs to consistently deliver outstanding service.
Overview
7
7
years of professional experience
Work History
Member Care Representative
Allegacy Financial
Greensboro, NC
05.2023 - Current
- Assisted members with account inquiries, transactions, and service requests efficiently.
- Provided exceptional customer support through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to resolve customer inquiries quickly and effectively.
- Educated members on product features and benefits to enhance financial literacy.
- Contributed to company growth by maintaining strong relationships with clients through excellent service.
- Conducted thorough reviews of checks to guarantee proper handling and compliance.
Customer Service Advocate
Allegacy Financial
Winston-Salem, NC
07.2022 - 05.2023
- Managed the opening of small business accounts and IRAs to enhance customer investment opportunities.
- Managed daily teller line responsibilities, ensuring flawless execution of all financial transactions.
- Engaged with various departments to streamline processes and improve overall customer satisfaction.
- Performed account maintenance and openings to optimize customer service experience.
- Engaged with customers to identify needs and recommend complementary products, fostering long-term relationships.
Contact Center Representative
Allegacy Financial
Winston-Salem, NC
06.2021 - 07.2022
- Managed high-volume calls, ensuring efficient resolution of member inquiries and concerns.
- Delivered exceptional customer service through effective communication and problem-solving skills.
- Provided accurate information regarding financial products and services to enhance member satisfaction.
- Collaborated with team members to streamline processes and improve overall service delivery.
- Trained new staff on operational procedures and best practices for customer interactions.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
Service Associate
Target
Winston-Salem, NC
10.2019 - 03.2022
- Demonstrated composure and professionalism in managing high-pressure situations.
- Implemented safety protocols during COVID-19 to safeguard employee health.
- Oversaw cash office operations to ensure accuracy and efficiency in financial transactions.
- Developed and implemented break schedules for team members, improving workflow dynamics.
Assistant Manager
Express Clothing
Winston-Salem, NC
01.2021 - 06.2021
- Managed daily operations to promote store performance and customer satisfaction.
- Trained and mentored new team members on product knowledge and sales techniques.
- Analyzed sales data to identify trends and implement effective merchandising strategies.
- Collaborated with management to execute promotional events and enhance customer engagement.
Education
High School Diploma -
Atkins Academic STEM School
Winston-Salem, NCSkills
- task management
- transparent communication
- dependable team member
- constructive attitude
- adaptability
- team management
- collaborative teamwork
- sales expertise
- communication effectiveness
- conflict resolution
- Customer service
Timeline
Member Care Representative
Allegacy Financial
05.2023 - Current
Customer Service Advocate
Allegacy Financial
07.2022 - 05.2023
Contact Center Representative
Allegacy Financial
06.2021 - 07.2022
Assistant Manager
Express Clothing
01.2021 - 06.2021
Service Associate
Target
10.2019 - 03.2022
High School Diploma -
Atkins Academic STEM School