Experience

TruStone Financial Credit Union

• United States
• Banking
• 200 - 300 Employee

• Voice of the Member Program Analyst

  • Mar 2021 - Present

  Burnsville, Minnesota, United States



Bloomington Custom Embroidery

• Sales Manager

  • Aug 2014 - Present

  Bloomington, Minnesota  Develop, implement and maintain sales plans for the sales area  Develop and manage vendor and customer relations  Promote customer service and satisfaction  Establish, track, and monitor achievement of sales goals  Coordinate with appropriate internal personnel for support  Work with customers and other internal departments to solve customer problems  Coordinate, track and follow-up on various forms of sales leads 



Firefly Credit Union

• Sr. Reputation and Experience Specialist

  • Aug 2019 - Feb 2021

  Burnsville, MN Enhance the online reputation through exceptional member experience, problem resolution and follow-up to all social media posts and feedback. Proactively address member and non-member feedback and focus on building and repairing member relationships in coordination with other member service efforts to build the credit union brand. Consistently project a motivated and positive attitude demonstrating dependability, promptness and commitment to excellence.

• Member Service Manager

  • Nov 2017 - Aug 2019

  Burnsville, MN Lead a team of 17 Call Center Professionals with a consistent result of surpassing call volume response expectations; while providing exceptional member service. Coach and mentor individuals to further develop skills while guiding them toward a path of continued success. These actions have resulted in the promotion of three individuals to higher positions within the company. Promote the values of Collaboration and Teamwork through hands on by leveraging strengths on individual assets… Show more Lead a team of 17 Call Center Professionals with a consistent result of surpassing call volume response expectations; while providing exceptional member service. Coach and mentor individuals to further develop skills while guiding them toward a path of continued success. These actions have resulted in the promotion of three individuals to higher positions within the company. Promote the values of Collaboration and Teamwork through hands on by leveraging strengths on individual assets and utilizing those strengths to further the skills and development of others. Excellent hands on problem solver demonstrating efficient and effective problem solving and complaint managing skills for both the internal and external member. Implement, recruit and manage community outreach activities and aid in the development of programs with the High School community. Manage a successful new program which includes the recruitment, training and development of 7 High School students, enhances their financial literacy, promotes their learning and development and enhances their academic well-being all within the call center environment.



Bloomington Public Schools

• United States
• Education Administration Programs
• 300 - 400 Employee

• Paraprofessional

  • Feb 2014 - Dec 2016



Robert Half

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Recruiting Manager at Robert Half Finance & Accounting 612-339-3001

  • Oct 2012 - Oct 2013

  Minnetonka, Mn Developing and growing a client base and new business Introducing services via telephone and in-person meetings with new and exciting clients to expand the utilization of our services Recruiting evaluating and placing accounting operations professionals in full-time positions with our clients Delivering outstanding customer services to both clients and candidates Providing consistent communication and career guidance to candidates



Federal Reserve System

• United States
• Banking
• 700 & Above Employee

• Operations Supervisor II

  • May 2004 - Aug 2012

  Minneapolis, MN Recruiting, hiring, training, and supervising 10-20 person data entry, call center and customer service team, and overseeing timely execution of Federal Reserve Bank, a processing agent for the Bureau of Public Debt. Synchronizing/coordinating work schedules and workflow processes, and managing 70 to 120 volunteers, and assuring service level objectives are achieved. Cross training team members, providing backup support, and optimizing labor utilization. Monitors and ensures timely and… Show more Recruiting, hiring, training, and supervising 10-20 person data entry, call center and customer service team, and overseeing timely execution of Federal Reserve Bank, a processing agent for the Bureau of Public Debt. Synchronizing/coordinating work schedules and workflow processes, and managing 70 to 120 volunteers, and assuring service level objectives are achieved. Cross training team members, providing backup support, and optimizing labor utilization. Monitors and ensures timely and efficient workflow from image capture to data entry operations. Managed daily, weekly, monthly and yearly individual and department Service Level Agreements and Metrics are accurately being met. Show less



Thrivent

• United States
• Financial Services
• 700 & Above Employee

• Remittance Processing Supervisor

  • Apr 2000 - Apr 2004

  Minneapolis, MN Oversaw Mutual Funds, Incoming Mail, & Scanning, & Cash Remittance Departments, supervised 7 to 15 administrative personnel, and managed insurance and funds payments processes. Supervised Appleton and Minneapolis Remittance area consolidation project and facilitated seamless insurance system and payment processing transition. Collaborated with Project Managers, selected/purchased new equipment, strategized new location layout and design, and recruited, trained, and hired administrative… Show more Oversaw Mutual Funds, Incoming Mail, & Scanning, & Cash Remittance Departments, supervised 7 to 15 administrative personnel, and managed insurance and funds payments processes. Supervised Appleton and Minneapolis Remittance area consolidation project and facilitated seamless insurance system and payment processing transition. Collaborated with Project Managers, selected/purchased new equipment, strategized new location layout and design, and recruited, trained, and hired administrative staff. Trained, mentored, and technically supported new Area Supervisor. Major contributor to Mutual Fund Project Team that outsourced/facilitated payment process transition to Kansas City-based DST, remittance processing company. Built/maintained strategic vendor relationships, negotiated competitive service contracts, and established new product pricing. Served as key Payment Services and Call Center Department Liaison, and addressed/resolved payment and billing issues. Show less



Affinity Plus Federal Credit Union

• United States
• Banking
• 400 - 500 Employee

• Branch Manager

  • Mar 1999 - Apr 2000

  MInneapolis, MN Managed daily branch operations and optimized customer service standards and performance. Developed creative lending and cross sales strategies, established productivity goals, and consistently achieved or exceeded targeted profitability objectives. Diplomatically addressed/resolved customer service issues and maintained loyal account following. Strategized/presented sales and training meetings and mentored sales and customer service teams. Defined upcoming annual sales goals and… Show more Managed daily branch operations and optimized customer service standards and performance. Developed creative lending and cross sales strategies, established productivity goals, and consistently achieved or exceeded targeted profitability objectives. Diplomatically addressed/resolved customer service issues and maintained loyal account following. Strategized/presented sales and training meetings and mentored sales and customer service teams. Defined upcoming annual sales goals and budgets. Show less



U.S. Bank

• United States
• Banking
• 700 & Above Employee

• Branch Manager

  • Jul 1990 - May 1999

  Managed daily branch operations and optimized customer service standards and performance. Developed creative lending and cross sales strategies, established productivity goals, and consistently achieved or exceeded targeted profitability objectives. Diplomatically addressed/resolved customer service issues and maintained loyal account following. Strategized/presented sales and training meetings and mentored sales and customer service teams. Defined upcoming annual sales goals and… Show more Managed daily branch operations and optimized customer service standards and performance. Developed creative lending and cross sales strategies, established productivity goals, and consistently achieved or exceeded targeted profitability objectives. Diplomatically addressed/resolved customer service issues and maintained loyal account following. Strategized/presented sales and training meetings and mentored sales and customer service teams. Defined upcoming annual sales goals and budgets. Show less