Karen Lewis Lafond
Covington,GA
Summary
Personable Leadership professional offering ten plus years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
17
17
years of professional experience
Work History
Member Service Representative II
Atlanta Postal Credit Union
04.2024 - Current
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Educated and engaged customers with new bank products and services.
- Resolved customer issues through thorough dispute investigation.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Bank Teller Supervisor
Georgia United Credit Union
07.2016 - 07.2020
- Counted cash drawers and made bank deposits.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Examined tellers' reports of daily transactions for accuracy.
- Researched and resolved customer issues on personal savings, checking, and line of credit accounts.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
Reservation Agent
Enterprise Rent-A-Car
12.2014 - 02.2016
- Managed online booking inquiries and assisted guests and travel partners with questions throughout the entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
ACH Specialist
Emigrant Savings Bank
06.2010 - 02.2014
- Examined financial statements and records to collect important details and verify calculations.
- Monitored transactions and customer behavior to identify signs of fraud.
- Operated computers programmed with accounting software to record, store and analyze information.
- Prepared bank deposits by compiling data from cashiers, verifying and balancing receipts.
Lead Telephone Representative
Emigrant Savings Bank
08.2008 - 06.2010
- Explained technical concepts to diverse product users while maintaining pleasant disposition.
- Delivered single call resolutions and maintained customer satisfaction through quality servicing.
- Enhanced junior team performance through mentoring.
- Minimized escalations by identifying and addressing client needs.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Science - Human Resources
Herzing University
Milwaukee, WI12.2023
Skills
- Microsoft Office Suite Symitar Systems
- EPN Systems Meridian link
- Banking Management Policies & Procedures
- Training & Development Coaching & Mentoring
- Customer Service Project Management
- Fraud Detection Time Management
- Process Improvement Conflict Resolution
- Operations Management Compliance
- Membership renewals Member correspondence
- Product recommendations Payment processing
Timeline
Member Service Representative II
Atlanta Postal Credit Union
04.2024 - Current
Bank Teller Supervisor
Georgia United Credit Union
07.2016 - 07.2020
Reservation Agent
Enterprise Rent-A-Car
12.2014 - 02.2016
ACH Specialist
Emigrant Savings Bank
06.2010 - 02.2014
Lead Telephone Representative
Emigrant Savings Bank
08.2008 - 06.2010
Bachelor of Science - Human Resources
Herzing University
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