Crystal Helton
Summary
Dynamic customer service professional with extensive experience in a call center environment and customer facing. Proficient in Salesforce CRM and adept at managing high-volume inquiries, fostering loyalty, and driving operational improvements. Committed to delivering exceptional service while maintaining a calm demeanor under pressure while focusing on member satisfaction and seamless service delivery. Experience in addressing member needs and ensuring positive interaction experience. Known for strong collaboration skills and adaptability to changing requirements. Reliable in supporting team efforts and maintaining high service standards.
Overview
19
19
years of professional experience
Work History
Member Service Representative
Piedmont Advantage Credit Union
09.2023 - Current
- Assisted members with account inquiries, transactions, and service requests to enhance customer satisfaction.
- Educated members on credit union products and services, promoting informed financial decisions.
- Resolved member issues efficiently, fostering positive relationships and improving retention rates.
- Maintained accurate records of member interactions using the credit union's management system.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
VF Corp, Appleton WI
08.2020 - 01.2021
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Processed orders and returns, ensuring accuracy and adherence to company policies.
- Collaborated with team members to streamline communication and improve service delivery.
- Utilized CRM software to track customer interactions and maintain comprehensive records.
- Managed high-volume call queues, demonstrating effective multitasking under pressure.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Member Service Representative
Truliant Federal Credit Union
08.2013 - 07.2018
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Verified customer identification and documentation for compliant transactions.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Resolved customer inquiries regarding outstanding balances and payment options.
- Managed collections process for delinquent accounts, ensuring compliance with company policies.
- Maintained accurate records of customer interactions, transactions, and comments in the CRM system for timely follow-up actions.
- Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights.
- Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
Service Manager
Wells Fargo
04.2006 - 05.2013
- Led service team to enhance customer satisfaction through effective issue resolution and support training.
- Implemented process improvements that streamlined operations and reduced service response times.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Analyzed service metrics to identify trends, driving strategic adjustments in service delivery protocols.
Education
Surry Community College
Dobson, NCSkills
- Customer service
- Financial transactions
- Customer support
- Call center experience / LiveChat messaging
- Transaction processing
- Service recommendations
- Calm and professional under pressure
- Problem resolution / Understanding customer needs
- Microsoft office
- Understanding customer needs
- Customer relationship management (CRM) Salesforce CRM
- Call documentation
Timeline
Member Service Representative
Piedmont Advantage Credit Union
09.2023 - Current
Customer Service Representative
VF Corp, Appleton WI
08.2020 - 01.2021
Member Service Representative
Truliant Federal Credit Union
08.2013 - 07.2018
Service Manager
Wells Fargo
04.2006 - 05.2013
Surry Community College
Similar Profiles
Ryan EdwardsRyan Edwards
Financial Services Lender at Piedmont Advantage Credit UnionFinancial Services Lender at Piedmont Advantage Credit Union
IAN BREWSTERIAN BREWSTER
Loan Processor at Piedmont Advantage Credit UnionLoan Processor at Piedmont Advantage Credit Union
Kimberly A FrostKimberly A Frost
Debt Resolution Specialist (remote and in office) at 1st Advantage Federal Credit UnionDebt Resolution Specialist (remote and in office) at 1st Advantage Federal Credit Union
Wendy HowardWendy Howard
Member Services Supervisor, Member Service Lead, and Member Service Representative at Yampa Valley Electric AssociationMember Services Supervisor, Member Service Lead, and Member Service Representative at Yampa Valley Electric Association
Jack NevilleJack Neville
Member Service Representative/Member Service Specialist at Towne BankMember Service Representative/Member Service Specialist at Towne Bank