Crystal Case
Prince George,VA
Summary
Dedicated banking professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative Manager
Capital One
11.2019 - Current
- Provide great customer service experience
- Provide account balances interest rates and fees, providing all banking needs via inbound call
- Responsible for taking uncommon inbound calls such as escalations, cd maintenance, levy and garnishment inquiry assist
- Hold and restriction removal from personal bank accounts
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Delivered personalized banking advice, helping customers make informed financial decisions.
- Managed high volume of inbound calls, ensuring prompt and professional customer service.
- Resolved customer complaints, restoring confidence in bank services and retaining valuable clients.
- Improved customer experience by providing timely and accurate responses to inquiries about banking products and services.
- Educated customers on online banking features, promoting digital adoption and convenience.
- Coordinated with other departments to address and solve complex customer issues.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
Education
No Degree - Comptia Tech+
Brightpoint Community College
Chester, VA03-2025
Human Service Management -
Axia College of University of Phoenix
Phoenix, AZ01.2013
Skills
- Microsoft Office
- Microsoft Excel
- Time Management
- Data Entry
- Management
- Computer Skills
- Conflict Management
- Microsoft Word
- Quality Assurance
- Writing Skills
- Help desk
- IOS
- Complaint handling
- Feedback delivery
- Escalation management
- Inbound and outbound calls
- Call center experience
- Excellent communication
- Active listening
- Decision-making
- Problem resolution
Accomplishments
- Documented and resolved inbound call escalation concerns which leeds to a saistfactory customer experience .
- Achieved role expectations by completing adherence and metrics with accuracy and efficiency.
Certification
Driver's License
Assessments
- Call center customer service, Proficient, 09/01/21
- Customer focus & orientation, Proficient, 11/01/21
Timeline
Customer Service Representative Manager
Capital One
11.2019 - Current
No Degree - Comptia Tech+
Brightpoint Community College
Human Service Management -
Axia College of University of Phoenix
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