Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
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Kahlan Patterson

Swift Current,SK

Summary

A Member Advisor at Innovation Federal Credit Union with the ability to become adaptable in many situations with communication and interpersonal skills. Recognized for enhancing member satisfaction and efficiently resolving account issues. Skilled in financial transactions and relationship building. Currently seeking a new job with 8 years of customer service experience and a strong motivation to learn and succeed.





Overview

9
9
years of professional experience
1
1
Certification

Work History

Member Advisor

Innovation Federal Credit Union
03.2022 - Current
  • Assisted members with correcting account, service, and system issues.
  • Helped large volume of members every day with positive attitude and focus on customer satisfaction.
  • Verified member identification and documentation for compliant transactions.
  • Educated and engaged members with new credit union products and services.
  • Opened accounts and provided deposit and withdrawal receipts.
  • Balancing and refilling ATM's
  • Thought out ways to improve processes and services provided to members.
  • Exhibited high energy and professionalism when dealing with members and staff.
  • Followed up with members about resolved issues to maintain high standards of customer service.
  • Trained new Member Advisors on operating procedures and company services.
  • Documented service requests and product sales in order to reach sale targets
  • Developed and maintained member relationships and earned reputation for exceeding service.
  • Responded proactively and positively to rapid change.
  • Cross-trained in all areas of the Member Advisor department such as frontline, ATM, commerical and call center.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Met members call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Assisted Members who experienced fraudulent transactions on their account.
  • Recognizing when a member is trying to commit fraud or when a member is falling for a scam.
  • Dealing with large sums of money in the most responsible way as well as following procedures and policies.

Direct Support Professional

Southwest Homes Inc
08.2018 - 06.2022
  • Maintained clean, safe, and well-organized participants environment.
  • Assisted participants with daily living needs to maintain self-esteem and general wellness.
  • Assisted participants to support independence and well-being.
  • Supporting participants by assisting them to set and achieve their goals.
  • Monitored progress and documented participants health status changes to keep care team updated.
  • Completing documentation, emailing, and booking
    appointments.
  • Providing personal care, cleaning, cooking, and
    handing money responsibly.
  • Confirming and administering
    medications.
  • Transported clients to medical and dental appointments to provide support.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Monitored participants to assess and report physical and behavioral changes to supervisors.
  • Encouraged and supported participants to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
  • Laundered items, changed sheets and made bed to keep patients' bedroom clean.
  • Entrusted to handle confidential and sensitive situations in professional matter.
  • Provided compassionate and participant-focused care to cultivate well-being.

Sales Associate & Cashier

Canadian Tire
12.2015 - 09.2018
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Welcomed customers and helped determine their needs.

Education

High School Diploma -

Swift Current Comprehensive High School
Swift Current, SK
06-2016

Skills

  • Strong interpersonal skills
  • Training and coaching
  • Exceptional communication
  • Customer service
  • Call center experience
  • Relationship building
  • Workflow optimization

Languages

English

Certification

CUIC 240 Fundamentals of Personal Financial Planning - 2023

OHC Level 1 - 2018

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