CRYSTAL ILAIDE
Dallas,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues, also I am an Observant Call Center Representative experienced working in call center environments. Skilled at handling various calls while resolving client issues rapidly. Promoted consistently for providing clear customer service in English. Competitive individual with extensive background as Sales Supervisor in non-retail environments. Talented decision-maker with dynamic personnel management and coaching skills. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Developed strong interpersonal and therapeutic skills in supportive and emotionally charged environment. Skilled in active listening, emotional support, and facilitating group discussions, looking to transition into new field. Ready to leverage these transferrable skills to make meaningful impact in different capacity.
Overview
13
13
years of professional experience
Work History
Tier II Account Supervisor
JP Morgan Chase Credit Card Services
08.2021 - Current
- Drove account growth, client satisfaction and retention to deliver business results in collaboration with executives
- Managed multiple accounts and projects fostering positive client interaction to communicate project plans and up-to-date status
- Helped with strategic planning, project concept development and business improvements by contributing and implementing ideas
- Delegated work to staff, setting priorities and goals
- Reviewed customer complaints to determine appropriate methods for resolution
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Directed and supervised staff performance
- Identified appropriate solutions to minimize issues and quickly solve problems
Inbound Customer Service
Great Lakes Student Loans
12.2017 - 06.2021
- Managed approximately 30-55 high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships
- Identified consumer needs, clarified information and researched issues to provide alternative solutions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Maintained accurate records of incoming calls in internal database
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
Grief Counselor
Dallas Grief Counseling
07.2017 - 06.2019
- Promoted community awareness of available grief resources by participating in public speaking engagements and outreach events.
- Established trust and rapport with clients from diverse backgrounds, including age, race, religion, culture, and sexual orientation.
- Partnered with hospice organizations to offer specialized end-of-life care counseling services for patients and families navigating terminal illness diagnoses.
- Developed individualized grief counseling plans for diverse client needs, resulting in improved coping strategies.
- Evaluated client progress regularly through regular check-ins and feedback sessions, adjusting treatment plans accordingly for optimal results.
Barsita
Starbuck's Coffee
12.2011 - 05.2017
- Greeted guests with pleasant smile and superior customer service
- Prepared and served coffee, espresso drinks, blended coffees and teas
- Trained new employees in operational procedures and modeled duties for front and back house positions
- Supported highest standards of conduct and service to support company reputation
- Discussed menu items and preparation methods with customers and suggested promotional items to increase sales
- Arranged merchandise and built eye-catching displays to increase sales
- Checked temperatures of freezers, refrigerators and heating equipment
Education
Bachelor of Arts - Early Childhood
Ashford University
Dallas, TX01.2007
Skills
- Technologically savvy
- Product organization
- Customer relations
- Call Center Operations
- Adaptive team player
- Office equipment proficiency
- High-energy attitude
- Complaint Resolution
- Personnel Management
- Compassionate communication
- Relaxation techniques
- Meditation techniques
- Depression management
- Self-care techniques
- Emotional support
Timeline
Tier II Account Supervisor
JP Morgan Chase Credit Card Services
08.2021 - Current
Inbound Customer Service
Great Lakes Student Loans
12.2017 - 06.2021
Grief Counselor
Dallas Grief Counseling
07.2017 - 06.2019
Barsita
Starbuck's Coffee
12.2011 - 05.2017
Bachelor of Arts - Early Childhood
Ashford University
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