Customer Service Specialist

Christine Johnson

***** **** ****** *, ***** Grove, MN 55432

Personal Profile

● Innovative leader and thinker

● Strong multi-tasking abilities while maintaining high performance level

● Adaptability to new processes and systems

● Clear and concise written, verbal and oral

communication skills

● Diverse professional background with well-rounded experience

Work Experience

Technical Analyst I

Federal Reserve Bank, Minneapolis, MN June 2020-Present

• New customer onboarding for Fedline and Fednow services

• Provides white glove customer service to both internal and external customers

• Contribute toward planning, coordinating and facilitating of projects

• Liaison with business areas and other support areas ensuring customer needs addressed and expectations are exceeded

• Apply internal procedures and policies in project duties as well as problem resolution

• Perform research for customers and provides timely follow up

• Training new team members

Customer Service Specialist I/II

Federal Reserve Bank, Minneapolis, MN January 2018-June 2020

● Creating security access for bank employees

● Processing forms submitted by financial institutions to create reporting compliance

● Maintaining financial institution’s reporting access

● Proactively anticipating customer’s needs and providing guidance and direction on form completion

● Research and follow up regarding accounts and eligibility

● Maintaining a high level of compliance and accuracy in accordance to financial regulations

● Process improvement implementation including testing and training Senior Customer Account Specialist/Member Account Specialist YMCA Association Training Center, Minneapolis, MN March 2014-December 2017

● Establish and lead process improvements to increase productivity and improve cost-effectiveness

● Report analyzation and distribution of data to internal department on a daily basis

● Manage high volumes of personal and account information ensuring accuracy and integrity

● Schedule and monitor contact efforts to external customers within appropriate timeframes

● Research and resolve exceptions, back-end system transactions and provide answers and explanations of situations

● Assist and backup in bi-monthly electronic fund transfer transactions averaging 1.5 million dollars

● Communicate pertinent information to external and internal customers ensuring transparency of policies and processes

● Create training material and present to branch staff to ensure consistency and compliance for new initiatives Education

Master of Business Administration June 2020

St Mary’s University of Minnesota

Bachelor of Science Degree - Business Management September 2016 Rasumussen College

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