Crystal Cruz Crespo
Hartford,CT
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
12
12
years of professional experience
Work History
Transaction Processor
Conduent
01.2023 - Current
- Consistently displayed a professional attitude towards Conduent employees, Consumers, Access Health, DSS and activities
- Processed all transactions and perform all tasks accurately within the procedural guidelines and without Errors
- Exceeded the Daily Productivity standards for each task performed
- Met performance standards for Quality, as defined in the Quality Assurance Plan (QAP) with no errors
- Exhibited exemplary customer service internally and externally
- Consistently meet or exceed customer's needs
- Maintained a strong understanding and knowledge of the procedures and operating systems used to perform work
- Managed approximately 100 outgoing calls, emails, and faxes per day from customers.
Customer Support Representative
Bolt Access
01.2020 - 01.2023
- Answer incoming call center questions about insurance policies and insurance coverage issues, as well as consumer complaints and general inquiries
- Demonstrate accuracy in processing client policy modifications based on the data given
- Verify new customers coverage and present policyholders with proof of insurance paperwork
- Keep track of all customer inquiries and follow up to verify that all questions are answered regarding customer policies
- Stay up-to-date on new marketing efforts to answer insurance product inquiries utilizing all the resources available
- Handle complaints, present appropriate solutions, and alternatives within the time frames set, and follow up to ensure that the issue has been resolved
- Managed approximately 75 incoming calls and emails per day from customers.
Member Service Representative
Hartford Federal Credit Union
06.2016 - 10.2019
- Explicitly responded 15 members' calls per day
- Responsible for account services including, but not limited to member applications, loan applications, completion of forms and data input related to account set up, loan set up, updates, account maintenance and transactions
- Utilized basic IRA knowledge to accurately perform basic IRA transactions
- Processed daily work; including but not limited to member payments, research requests, incoming faxes and emails
- Served multiple members simultaneously in stressful environment
- Handled high volume of calls daily, balancing quick response time, quality member service, and dealing with complaints from members
Senior Teller
First Niagara Bank
05.2014 - 04.2016
- Managed annual office supply budget of $25,000.00
- Processed quarterly audits of vaults and ATMs with no errors
- Evaluated employee skills, identified and implemented training requirements
- Coordinated daily cash reconciliation at high volume location
- Ensured consistent adherence to First Niagara's company policies and performance standards
- Executed wire transfers, stop payments, and account transfers
- Coached and trained three new bank tellers
Bank Teller
First Niagara Bank
07.2012 - 05.2014
- Up-sold financial services by 20% within six months of employment by demonstrating high quality customer care and client referral protocol
- Answered incoming calls 20 per day and dealt with customer issues
- Explained and sold First Niagara's products and services
- Cashed checks and disbursed monies after verifying amounts and examining checks for endorsements
- Entered member data and transaction data into computer and issued computer-generated receipts to members
- Operated office machines, such as photocopiers and scanners, voice mail systems and personal computers
- Actively participated in business development and civic activities
Education
High School Diploma -
Bulkeley High School
Hartford, CT 06.2009
Skills
- Banking
- Payment processing
- Data confidentiality
- Transaction processing
- Multi-tasking
- Customer service
- Attention to detail
Timeline
Transaction Processor
Conduent
01.2023 - Current
Customer Support Representative
Bolt Access
01.2020 - 01.2023
Member Service Representative
Hartford Federal Credit Union
06.2016 - 10.2019
Senior Teller
First Niagara Bank
05.2014 - 04.2016
Bank Teller
First Niagara Bank
07.2012 - 05.2014
High School Diploma -
Bulkeley High School
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