Summary
Overview
Work History
Education
Skills
Certification
References
Performance - Reviews
Timeline
Generic
Kahlan Patterson

Kahlan Patterson

Swift Current,SK

Summary

Seasoned Member Advisor boasting rich background in providing exemplary service to members. Highly skilled at understanding member needs, identifying optimal solutions and maintaining strong relationships to foster loyalty. Demonstrated ability to positively affect member satisfaction rates through effective problem-solving. Known for aptitude in financial advising and commitment to excellence in all facets of customer interaction.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Member Advisor

Innovation Federal Credit Union
Swift Current, Saskatchewan
03.2022 - Current
  • Provide knowledgeable, timely, and personalized responses to member inquiries across all service channels (in-branch, phone, digital).
  • Educate members on credit union products, services, and self-service options, promoting omni-channel engagement.
  • Build and maintain strong member relationships through proactive portfolio management and follow-ups.
  • Identify member needs through active listening, and recommend appropriate financial solutions.
  • Accurately process deposits, withdrawals, account openings, and other financial transactions.
  • Promote and cross-sell credit union and affiliate products, including investments.
  • Recognize and act on opportunities to refer members to specialized advisors (e.g., Wealth, Lending).
  • Maintain up-to-date knowledge of all products, services, and regulatory requirements.
  • Ensure compliance with identification verification, fraud prevention, and privacy protocols.
  • Use MRM (Member Relationship Management) tools to log appointments, cases, opportunities, and tasks in real time.
  • Meet or exceed service level agreements (SLAs) for case and opportunity resolution.
  • Continuously seek ways to improve workflows and member experience through innovation and feedback.
  • Contribute to team goals in areas such as membership growth, deposit growth, and digital adoption.
  • Participate actively in team meetings, training sessions, and coaching discussions.
  • Support new staff through mentoring and knowledge sharing.
  • Demonstrate flexibility by cross-training in areas such as the call center, commercial services, and ATM operations.

Direct Support Professional

Southwest Homes Inc
Swift Current, Saskatchewan
08.2018 - 06.2022
  • Assist clients with personal care tasks, such as bathing, grooming, and dressing.
  • Meal preparation and feeding.
  • Administering medications.
  • Housekeeping duties, like cleaning, laundry, and organizing living spaces.
  • Observe and report changes in physical or behavioral health to supervisors, or medical professionals.
  • Documenting health status changes.
  • Supporting crisis intervention and de-escalation when needed.
  • Ensuring a safe and hazard-free environment.
  • DSPs help clients participate in community life and social activities to reduce isolation and build confidence.
  • Transporting clients to medical appointments, recreational outings, or errands.
  • Encouraging participation in leisure and social activities.
  • Supporting clients in building and maintaining relationships.
  • Work closely with clients to set personal goals, and support them in achieving those goals.
  • Assisting with goal planning and progress tracking.
  • Advocating for clients' needs and preferences.
  • Promoting autonomy and decision-making.
  • DSPs also handle completing documentation and reports.
  • Communicating with care teams and families.
  • Booking appointments and managing schedules.

Sales Associate & Cashier

Canadian Tire
Swift Current, Saskatchewan
12.2015 - 09.2018
  • Greet customers with a smile, make eye contact, and thank them by name when possible.
  • Operate the cash register and all point-of-sale functions, ensuring merchandise quantities, descriptions, and prices are accurate.
  • Handle returns, and direct items back to the appropriate departments.
  • Balancing the till, monitoring cash levels, and reporting discrepancies.
  • Keep the checkout area clean and organized, ensure signage and labels are accurate, and report damaged or stolen goods.
  • Alert management to any security issues, and follow all health and safety protocols.
  • Attend meetings, participate in training, and contribute ideas to improve store operations.
  • Focus on customer service and product knowledge to support sales, and enhance the shopping experience.
  • Assist customers in locating products, answering questions, and suggesting complementary items.
  • Conduct demos to help customers understand product features and benefits.
  • Stock shelves, maintain displays, and ensure pricing is accurate.
  • Operate the cash register when needed, and support cashier functions during busy periods.
  • Coordinate with other departments to support effective operations and consistent customer service.

Education

High School Diploma -

Swift Current Comprehensive High School
Swift Current, SK
06.2016

Skills

  • Communication skills
  • Strong interpersonal skills
  • Customer service
  • Administrative and office support
  • Relationship building
  • Issue resolution
  • Document processing
  • Call center experience
  • Escalation handling
  • Problem solving
  • Active listening
  • Team collaboration

Certification

  • CUIC 240 Fundamentals of Personal Financial Planning, 2023
  • OHC Level 1, 2018
  • Reconciliation Education Indigenous Awareness Certificate, 2023

References

  • Jayden Weston, VP Member Advisors, 306-774-5538
  • Giles Marchand, Manager Member Advisors, 306-741-6246
  • Tyler Pleasance, Southwest Homes House Manager, 306-741-1209

Performance - Reviews

Exceeded Expectations on all performance reviews at Innovation Federal Credit Union

Timeline

Member Advisor

Innovation Federal Credit Union
03.2022 - Current

Direct Support Professional

Southwest Homes Inc
08.2018 - 06.2022

Sales Associate & Cashier

Canadian Tire
12.2015 - 09.2018

High School Diploma -

Swift Current Comprehensive High School

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Kahlan Patterson