Member Experience Specialist with CRM Expertise

Farmington, MN ***** 612-***-**** **************@*******.***

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CARLA ROBERTS

PROFESSIONAL SUMMARY

Dynamic Member Experience Representative with a proven track record within financial and healthcare industries, enhancing member engagement through exceptional communication and CRM expertise. Successfully resolved inquiries, boosting satisfaction rates and retention. Skilled in performance tracking and dispute resolution, driving actionable improvements in service delivery and operational efficiency.

SKILLS

Exceptional communication

CRM software expertise

Performance tracking

Call center experience

Financial transactions

Dispute resolution

Healthcare

WORK HISTORY

MEMBER EXPERIENCE REPRESENTATIVE 04/2023 to 09/2025

Blaze Credit Union, Falcon Heights

Enhanced member engagement through personalized service and effective communication strategies.

Resolved member inquiries efficiently, ensuring high satisfaction and retention rates.

Collaborated with team to streamline onboarding processes, improving overall member experience.

Analyzed member feedback to identify trends and recommend actionable improvements.

Educated members on financial products, increasing awareness and usage of services offered.

MEMBER ACCOUNT REPRESENTATIVE II 01/2022 to 03/2023

Royal Credit Union, Inver Grove Heights, MN

Managed member inquiries effectively, providing accurate information on account services and products.

Processed account openings and closures, ensuring compliance with regulatory requirements.

Assisted members with digital banking tools, enhancing user experience and engagement.

Resolved account discrepancies through detailed investigation and collaboration with internal teams.

Conducted regular follow-ups to ensure ongoing member satisfaction and retention initiatives.

ELIGIBILITY SPECIALIST 01/2019 to 01/2021

Medical Transportation Management, Mendota Heights, MN

Evaluated and processed eligibility applications to ensure compliance with regulations.

Collaborated with healthcare providers to streamline patient transportation requests.

Mentored junior staff in best practices for eligibility determination and case management.

Facilitated communication between departments to enhance operational workflows and service delivery.

Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.

EDUCATION

Metropolitan State University, Saint Paul, MN

High School Diploma, 08/2022

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