Stephen Hertenberger Email & Phone Number

Austin, Texas, United States

Austin, Texas, United States

Serves as the primary point of contact for member inquiries by telephone utilizing a computerized system. Responds to a high volume of calls by providing assistance and information regarding UFCU products and services. Helps effectively ask appropriate questions to understand member needs and effectively communicates information to identify solutions and resolve member issues. Provides services that are accurate, prompt, and professional to ensure that members have the best outcome possible.

Austin, Texas Area

Handled a queue of 35 - 45 inbound calls per day, as well as placing outbound calls to ensure patients were continuously supported by the organization. Helped patients secure transportation and locate other resources as needed to keep up with their active cancer treatment. Provided thorough and timely follow up to customers when issues were not resolved during the initial interaction. Used multiple databases and Salesforce to maintain constituent records and efficiently search for resources for constituents. Mentored new hires after their initial training to provide on-the-job training. Worked as a Project Assistant to provide user testing for new workforce software, Verint. Supported the Resource Management Team during transition to the company’s new workforce management tool and Salesforce Lightning.

Austin, Texas Area

Assisted customers with finding IT and technical solutions that appropriately fit their specific environments. Executed research and product sourcing to accurately and efficiently create price quotes and answered customer questions regarding quotes, products, and services in a professional and concise manner. Placed customer orders and worked with the returns department to help customers return items ordered in error. Followed up weekly with all assigned accounts to ensure products were operating smoothly and effectively.

Austin, Texas Area

Produced and distributed a weekly report that highlighted actual statistics against objectives. Efficiently multitasked by utilizing multiple software applications, consistently meeting multiple deadlines while working in a fast-paced call center environment with little supervision. Assisted 401(k) participants with account maintenance, such as originating loans, checking balances, and updating pending distributions, sensitively handling confidential information concerning their financial records/data. Responded to complex and high-balance calls, handling up to 60 incoming calls per day from plan participants. Continuously exceeded multiple performance standards and metrics, achieving all assigned quotas and objectives.

Austin, Texas Area

Handled large amounts of cash on a daily basis. Taught new cashiers the policies and procedures concerning running their register/till. Coordinated with student managers to make sure that all cashiers understood the previously discussed rules and procedures. Coordinated with the Unit Manager on special projects such as upcoming promotions and relevant market materials needed to bring said promotion(s) to full realization.

Austin, Texas Area

Answered and routed phone calls and regularly communicated with department management teams across the University to optimize operational efficiency. Managed numerous administrative duties, including maintaining employee personnel files, sorting and distributing mail, and recorded minutes for important internal and external meetings. Confidentially handled and processed sensitive data and security information, such as processing payroll and tracking employees’ leave balances. Coordinated all facility maintenance for multiple units while directly supporting the work of division director, senior operator, administrative associate, and six unit managers.

Austin, Texas Area

Assisted with daily operations in the production office.

Austin, Texas Area

Learned the many disciplines of photography, from black and white photography to studio photography.

Completed photo assignments for various stories that the St. Edward's university newspaper would be running