Customer Experience Service

DESIREE OSTROUSHKO

Tel: 952-***-**** • Email: *****************@*****.***

Results-oriented professional with a proven track record in account management, sales, and customer experience. Leveraging exceptional training skills to drive revenue growth and exceed client expectations. Seeking a dynamic role to apply strategic insights and foster lasting client relationships in a challenging environment. I thrive in fast-paced environments and excel in developing innovative strategies to meet and exceed company goals. With a keen focus on customer experience, I am poised to elevate organizational success through my dynamic blend of skills and dedication to excellence.

Professional Experience

Us Bank- CRC Member Services (10/2023- Present)

Client Relationship Consultants build relationships with customers by meeting face to face and engaging-them when and where they need to provide the best possible counsel. Strong client relationships are

based on trust, assessing and attending to customers’ banking needs, obtaining and processing

customer and account information, educating clients on available deposit and loan products and

services, and recommending financial solutions based on each customer’s unique goals and needs. They are also responsible for originating and closing consumer loans, opening accounts, and opening and/or closing the branch.

Associated Healthcare Credit Union – Branch Lead Present

(9/2022 -10/2023)

Collaborates with other branches and district managers to set reasonable sales and/or retail goals.

Collaborates with district manager to set performance standards. Standards may be based on financial and operational goals and required compliance with internal, local, state, and federal policies, procedures, and regulations.

Conducts regular staff meetings to ensure that goals and objectives are clearly communicated with branch staff; provides guidance and leadership to enable staff to meet these goals and objectives.

Identifies training needs and opportunities; develops and implements a plan for meeting those needs.

Maintains and develops positive relationships with existing and prospective clients, demonstrating excellent customer service and setting an example for other staff.

Participates in community activities to promote the organization and to build goodwill.

Collaborates with other managers and district managers regarding advertising, marketing, and growth campaigns.

Assists with start-up, development, and growth of new branches as needed.

Performs other related duties as assigned.

Wings Financial Credit Union - Edina, MN - MSR/Lead

(6/2021- 4/2022)

Oversee a bank branch or financial institution.

Provide excellent service for bank customers.

Allocate branch resources for staff and client needs.

Liaise between the branch and its parent organization.

Manage financial reports for the branch.

Organize outreach to new team members and customers.

Manage the branch’s budget.

Hire and train employees.

Solve problems for bank customers and staff.

Supervise branch employees.

Communicate news and learning opportunities to other bank branches.

Help customers and staff solve problems

Wings Financial Credit Union - Member Service Representative

(3/2019-6/2021)

Consistently placed as the top representative across all four major statistical tracked goals such as member acquisitions, positive customer feedback, calls per hour and after-call waiting time.

Committed to diligent member service by being knowledgeable on all possible scenarios.

Collaborated with a group of managers to achieve speedy but helpful service while receiving exceedingly positive customer feedback.

Hy-Vee -Manager

(7/2018-3/2019)

Experienced and comfortable in processing teller transactions including returns, correcting discrepancies, and handled over 20+ transactions per hour with great attention to detail.

Handled and resolved customer inquiries, complaints, and questions over the phone and in person.

Maintained a high standard of positive personal customer feedback in a timely manner with kindness and helpfulness based off customer surveys.

Worked with upper management to maintain and improve customer service procedures, targets, and standards.

Received online and in person customer service training (see Training and Special Skills)

Apple Valley Diamonds -Customer Service and Sales Associate

(1/2018-7/2018)

Answered phone calls quickly and made customers feel valued and heard through learned communication skills.

Managed and responded to all customer questions and inquiries through the main Apple Valley Diamonds email address.

Person-to-person on-floor salesman or over the phone of jewelry and watches

Worked one-on-one, or with other team members on sales with various customer demographics.

Collaborated with 3 managers to achieve store goals.

Training and Special Skills

Communication Skills: Small or large group, public speaking coursework

Keyboard Skills: Expert at Microsoft Word, Excel, PowerPoint, and Outlook

10 +Hours of online and in person customer service training with professionals. This included:

Politely answering phone calls from frustrated customers and holding said calls

Respond and react to a variety of challenging situations and outcomes

Deliver outstanding customer service

strong leadership skills

An affinity for problem-solving

Financial analytical skills

Highly organized with time and team management

Strong communication skills

An eagerness to grow the branch network

Referrals available upon request

Contact this candidate