Customer-Focused Service Professional with Leadership Experience

Daphne Achter

** * ******* ** *** * Kiel, WI ****2 414-***-**** ******.*******@*****.***

I love helping others, so I have a razor-sharp focus on getting all assigned tasks done quickly, efficiently and with the best attitude.

Education

Milwaukee High School of the Arts, Milwaukee, WI

Major in Music, Minors in Theatre and Dance, Part of the Merrill Norris Service Club

Graduated in 1989

Some college classes for Business Administration

Experience

11/1989 - 8/1998

Customer Service Associate Service Desk & Gift Wrapping Boston Store

Handling incoming customer calls, selling tickets through Ticketmaster, back office cash handling. wrapping packages to mail through UPS. Ups/Boston Store location liaison with regards to handling issues with damaged packages. Performed PA Announcements, gift wrapping packages for customers, ordering supplies for the Gift-Wrapping Department and other duties as assigned.

8/1998 - 5/2010

Call Center Rep 4 Call Center Supervisor 1 Wells Fargo Home Mortgage

Responsibilities included taking regular incoming calls as well as supervisory calls in an efficient, time-effective manner. Worked on the Hope for Homeowner's Project. Made out-going calls for documentation requests, generated and mailed letters requesting documentation when necessary and filing of documentation when the homeowner was denied for the program as well as data entry into the database to track the progress of a homeowner's file. I also took Home Equity Line of credit and Loan applications over the phone. I taught new phone reps’ skills in de-escalating phone calls and other topics such as explaining escrow accounts clearly and concisely as well as other duties as assigned.

1/2012 - 6/2012

Bank Teller Customer Service Representative Citizen's Bank

Processed customer transactions and loan payments as well as handling phone inquiries on their accounts.

7/2012 - 8/2013

Housekeeper Laundry Clerk BSG Maintenance

Cleaned resident rooms, public rooms as well as doing resident laundry and any other cleaning duties as assigned.

8/2013 - 8/2015

Personal Banker Customer Service Specialist Guaranty Bank

Processed customer transactions and loan payments. Responsible for opening new checking and savings accounts as well as opening a credit building loan. Further responsibilities included performing the monthly branch audit, vault custodian with opening & closing duties.

8/2015 – 3/2016

Customer Contact Center Business Relations Representative HSA Bank

Handling calls from account holders as well as employers to troubleshoot issues and provide pertinent information on either the account or the employer profile. In less than 6 months I have been promoted to my current position. I have recently been assigned to the Business Relations In-Box which allows me to handle employer emails and voice mail messages. Due to my high quality scores, I have also been assigned to handle online Chats with both clients and employers.

3/2016 – 2/5/2019

Pharmacy Technician Kiel WI Shopko Hometown Pharmacy

Handling calls from patients, taking refill requests and processing through the computer. Further responsibilities include billing insurance, counting pills and ringing medications through the register. Additional special projects include keeping up with our record retention files and shipping medications between stores in a program called Order Insight. Health Insurance Portability & Accountability Act of 1996 is an important part of pharmacy life, and I have been compliant to those standards.

4/29/19 – 9/25

Senior Employer Support Associate Kiel WI HSA Bank

Processing Emails from company contacts and agents. Assisting with a wide variety of issues ranging from issues with contributions, getting logged onto their company’s HSA Bank portal as well as “notional account” FHA’s, HRA questions and concerns. I am currently assigned several to tasks like “BR OCR’s” Stands for Business Relations Outbound Call Requests. Those are open when there are issues with forms sent to us that need to be updated so we can process them, or when there is an issue with a transaction submitted from a company, as well as when a refund to a company is issued, we provide them with the amount being sent back and a breakdown of the funds if they choose to have that information over the phone. I also reach out to company when one of their employees’ accounts are about to get surrendered to the state for inactivity, called escheatment.

10/6/25 – 11/11/25

Team Lead Tele Recruiter Platelets Appleton WI The Community Blood Center

Overseeing a team of 5 tele recruiters to ensure they uphold their required metrics as well as making calls myself to see if I can get prior donors out to donate platelets again. I was also responsible for making sure all appointments were listed correctly in certain spreadsheets so that the Contact Manager’s reports would have the correct and up to date information listed.

Awards

At HSA Bank I have received a Shining Star award for February 2016 due to quality scores which were perfect for both my calls as well as emails that I have composed all while transitioning from my old position to new promotion. I had also received the Shooting Star Award for Business Relations for going above and beyond for my customers. Since coming back to HSA Bank, I have received another Shinning Star award for an ownership interaction where again, thought outside of the box and helped an employer get contributions into HSA Bank since there was an issue with switching over to SFTP so that they could still push funds over, just got the request tab set up quickly so they could submit the file manually. I have received multiple Bravo awards ranging from being on focus groups, to going above and beyond for our employers to the point that they let a lead know about their experience.

Leadership

I have owned my own wedding planning and decorating business since 2007 as well as helping to run the campaign of the 6th District Alderperson Alice Achter in Kiel Wisconsin. I also served as the President of my church’s Consistory (Council) from 2020-2021 and had a notary commission until July of 2019. In everything I do, I strive for excellence.

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