Carrie Lemke
Red Deer,AB
Summary
Dynamic professional with a proven track record with Servus Credit Union, adept in remote support and showcasing exceptional interpersonal skills. Elevated user satisfaction through innovative problem-solving and efficient multitasking. Excelled in fostering teamwork through collaboration, significantly streamlining processes for enhanced operational efficiency.
Overview
28
28
years of professional experience
Work History
End User Support Specialist II
Servus Credit Union
06.2008 - Current
- Manage service desk tasks, phone calls and Teams chats efficiently, ensuring timely responses and resolutions for all users.
- Troubleshoot and diagnose hardware, software and user issues for ATM's, Cash Recyclers and Card Pining Pin Pad.
- Test or pilot software, software hot fixes and hardware prior to deployment or install across the company.
- Assist in developing and maintaining training documentation on ATM's, TCR's and Pin pads.
- Maintain Branch and ATM Directories as a souce of truth.
- Manage ATM and TCR locks.
- Provide custom ATM reporting based on requestors needs.
- Create Microsoft Excel spreadsheets to remain organized while managing multiple projects with critical deadlines.
- Created procedures based on specified duty to streamline daily processes for increased efficiency. Implemented new procedures and best practices.
- Consistently developing and maintaining courteous and effective working relationships with end users, other Servus teams and outside venders.
Banking Floor Supervisor
Community Savings
09.2005 - 06.2007
- Assisted in hiring new staff members, participating in interviews and providing input on candidate selection decisions.
- Determined staffing needs, developing schedules to staff all shifts.
- Coordinated team meetings to gain feedback, provide updates and set goals.
- Guided employee's through day-to-day work and complex issues when they would arise.
- Addressed and resolved all customer inquiries and complaints with timeliness and professionalism.
- Oversaw and evaluated employee performance. Coached and trained in area's that required improvement.
- Balanced treasury, general ledgers and internal accounts while adhering to company protocols.
- Dealing with Estates.
Banking Floor Supervisor
Chinook Credit Union
09.2003 - 09.2004
- Assisted in hiring new staff members, participating in interviews and providing input on candidate selection decisions.
- Determined staffing needs, developing schedules to staff all shifts.
- Coordinated team meetings to gain feedback, provide updates and set goals.
- Guided employee's through day-to-day work and complex issues when they would arise.
- Addressed and resolved all customer inquiries and complaints with timeliness and professionalism.
- Oversaw and evaluated employee performance. Coaching and train in area's that required improvement.
- Balanced treasury, general ledgers and internal accounts while adhering to company protocols.
- Dealing with Estates.
- Ensured store cleanliness and safety with consistent inspections and proactive maintenance tasks.
Supervisor I
Community Savings
11.2002 - 11.2003
- First point of contact for the front-line staff if they had questions or required support.
- Responsible for training and development of new staff.
- Handle and resolve member complaints.
- Delivered cash related services to members i.e monetary transactions, electronic funds transfers, loan and utility payments.
- Balanced treasury, general ledgers and internal accounts.
Member Service Representative III
First Calgary Credit Union
04.2003 - 08.2003
- Assisted large volume of members daily with positive attitude and focus on member satisfaction.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted all branch products and services.
- Delivered cash related services to members i.e monetary transactions, electronic funds transfers, loan and utility payments.
- Balanced treasury, general ledgers and internal accounts.
- Assisted as backup front-line supervisor.
Member Service Representative II
Community Savings
04.1997 - 10.2002
- Assited large volume of members daily with positive attitude and focus on member satisfaction.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted all branch products and services exceeding sales targets every year.
- Delivered cash related services to members i.e monetary transactions, electronic funds transfers, loan and utility payments.
- Balanced treasury, general ledgers and internal accounts.
- Assisted as backup front-line supervisor.
- Organized and coordinated all branch social activities.
Education
High School Diploma -
Camille J Lerouge High School
Red Deer, AB06.1993
Skills
- Remote Support
- Troubleshooting
- Teamwork and Collaboration
- Attention to Detail
- Time Management
- Problem-solving abilities
- Multitasking
- Reliability
- Organizational Skills
- Adaptability and Flexibility
- Self Motivation
- Interpersonal Skills
Accomplishments
Presidents Award of Excellence - July 2015
Servus Credit Union Employees who go above and beyond what is expected from them in preforming their jobs. They demonstrate the characteristics and behaviors of exceptional employees.
Courses
Annual Required Courses with Servus Credit Union
Handling and sharing Sensitive information
Kevin Mitnick Security Awareness Training
Privacy Foundations
Anti Money Laundering - Flag the money
Excel 365 : Beginner - May 2023
Excel in 30 Minutes - April 2023
Soft Skills Courses
5 Tips to improve your Critical Thinking - May 2023
Making Healthy Choices: Path to personal fulfillment - May 2023
Practice Active Listening - July 2021
Small Acts of Confidence: You are not an Imposter - July 2021
Critical Thinking - July 2021
Interpersonal Communication Skills - July 2021
Aligning Unit Goals and Imperatives - Jan 2020
Getting to the Root of the Problem - Feb 2020
Navigating your own Emotions - Feb 2020
Become a Great Listener - Feb 2020
Digital Photography
DSLR I - Jan 2015
DSLR II - Jan 2017
ITIL (Information Technology Infrastructure Library) - Sept 2010
Volunteer Experience
Red Deer Minor Hockey
Team Treasurer 2022 / 2023
Team Manager 2019 / 2020
Team Treasurer 2018 / 2019
Team Manager 2017/ 2018
Team Treasurer 2017/ 2018
Team Treasurer 2016 / 2017
Team Fundraiser Coordinator 2016 / 2017
Red Deer figure Skating Club
Vice President 2014/15 – Created new contracts for the instructors, assisted with hiring two new instructors, negotiated wages within skate Canada guidelines. Attended monthly meetings. Suggested and listened to new ideas being presented to better the club. Assisted in all areas for the carnival, competitions and fundraising.
Timeline
End User Support Specialist II
Servus Credit Union
06.2008 - Current
Banking Floor Supervisor
Community Savings
09.2005 - 06.2007
Banking Floor Supervisor
Chinook Credit Union
09.2003 - 09.2004
Member Service Representative III
First Calgary Credit Union
04.2003 - 08.2003
Supervisor I
Community Savings
11.2002 - 11.2003
Member Service Representative II
Community Savings
04.1997 - 10.2002
High School Diploma -
Camille J Lerouge High School
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