Summary
Overview
Work History
Education
Skills
Timeline
Generic

Crystal DaSilva

East Stroudsburg,PA

Summary

Dynamic customer service professional with extensive experience at ESSA Bank & Trust, excelling in call center operations and customer service efficiency. Proven problem-solver with a calm disposition, adept at managing high-stress situations. Recognized for strong team collaboration and adaptability to changing needs, ensuring seamless operations and high customer satisfaction. Skilled in data entry and fostering customer loyalty through exceptional service and effective communication.

Overview

8
8
years of professional experience

Work History

Contact Center Agent II

ESSA Bank & Trust
06.2019 - Current
  • Initially hired as a Full Time Teller in 2019. Promoted to Customer Service Specialist in 2021. Moved to Contact Center Agent I in 2022. Promoted to Contact Center Agent II in 2024.
  • Assisted in training new hires by sharing best practices and offering guidance on company processes.
  • Entered customer information into customized computer system with 8x8 Agent to document and organize client records.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained high call quality standards by adhering to company policies and procedures for each interaction.
  • Educated customers on company systems, form completion, and access to services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Addressed customer account discrepancies and concerns.
  • Proactively identified areas for personal growth and development within the role, seeking additional training or resources as needed to improve job performance.
  • Managed high-stress situations effectively, remaining calm and professional while addressing escalated customer issues.
  • Developed strong relationships with customers, fostering loyalty and repeat business for the contact center.
  • Investigated and resolved accounting, fraud, service and online product concerns.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Optician

Monroe Optical and Hearing Center
01.2018 - 06.2019
  • Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
  • Evaluated incoming prescriptions from optometrists for accuracy before dispensing eyewear to prevent potential errors or dissatisfaction.
  • Provided exceptional customer service by attentively listening to patient concerns and addressing them promptly.
  • Filed claims with vision and medical insurance companies to garner payment for optical services.
  • Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
  • Troubleshot issues with prescription eyewear, offering swift resolution to maintain customer satisfaction levels.
  • Verified and updated patient records promptly to guarantee accurate prescription information.

Part Time Teller I

ESSA Bank & Trust
12.2016 - 11.2017
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Processed customer transactions promptly, minimizing wait times.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
  • Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.

Education

No Degree -

Northampton Community College
Tannersville, PA

High School Diploma -

East Stroudsburg High School North
Dingmans Ferry, PA
05-2014

Skills

  • Problem-solving skills
  • Answering questions
  • Follow-up skills
  • Schedule adherence
  • Documentation and reporting
  • Call center operations
  • 60 WPM
  • Live chat support
  • Call handling
  • Customer service
  • Verbal and written communication
  • Cash handling
  • Data entry
  • Product knowledge
  • Technical troubleshooting
  • Calm disposition

Timeline

Contact Center Agent II

ESSA Bank & Trust
06.2019 - Current

Optician

Monroe Optical and Hearing Center
01.2018 - 06.2019

Part Time Teller I

ESSA Bank & Trust
12.2016 - 11.2017

No Degree -

Northampton Community College

High School Diploma -

East Stroudsburg High School North

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Crystal DaSilva