Crystal Leon
Raleigh,NC
Summary
Adaptable customer service professional with experience in financial, retail, and utility sectors. Skilled in handling escalations as interim team lead at Wells Fargo and managing complex customer inquiries. Proven ability to process payments, resolve complaints, and maintain accurate records, ensuring high-quality service and customer satisfaction across diverse environments.
Overview
18
18
years of professional experience
Work History
Customer Service Representative II
Wells Fargo Bank, NA
Raleigh, NC
12.2018 - Current
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Processed account transactions with accuracy, ensuring compliance with bank policies.
- Educated customers on product offerings, enhancing overall customer satisfaction and engagement.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Specialist
Startek
Myrtle Beach, SC
04.2016 - 12.2018
- Maintained detailed records of customer interactions or transactions, accurately recording inquiries, complaints, comments, and actions taken to improve service quality
- Answered incoming calls, providing prompt and effective customer support to resolve issues efficiently
- Provided exceptional customer support through various communication channels, enhancing overall customer satisfaction.
- Managed high call volume while maintaining a courteous and professional demeanor.
Sales Associate
BED BATH & BEYOND
Myrtle Beach, SC
08.2015 - 08.2018
- Answered customers' questions about products, prices, availability, and product uses, ensuring informed purchasing decisions
- Recommended products to customers based on their needs and interests, increasing upsell opportunities and customer satisfaction
- Trained customers' employees to operate and maintain new equipment, enhancing product usability and reducing support requests
Customer Service Representative
DUKE ENERGY PROGRESS
Raleigh, NC
04.2012 - 05.2015
- Verified readings in cases where consumption appeared abnormal, recording possible reasons for fluctuations to ensure billing accuracy
- Answered customers' questions about services and charges or directed them to customer service centers, improving customer understanding
- Updated client address and meter location information, maintaining accurate records for efficient service delivery
- Collected past-due bills, contributing to improved revenue recovery
Translator
FIRST CHOICE TRANSPORT
Goldsboro, NC
07.2010 - 04.2012
- Followed ethical codes that protect the confidentiality of information, ensuring client trust and compliance
- Proofread, edited, and revised translated materials, delivering high-quality and accurate translations
- Listened to speakers' statements to determine meanings and prepared translations using electronic listening systems as necessary, ensuring precise communication
Customer Service Representative
Sentry Insurance
Goldsboro, NC
05.2008 - 12.2008
- Conferred with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints, ensuring prompt resolution
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, comments, and actions taken to support continuous service improvement
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma -
WAYNE COMMUNITY COLLEGE (ADULT HIGH SCHOOL)
Goldsboro, NCSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Bilingual English/Spanish
- Quick Learner
- Extremely Organized
- Career Readiness Certificate (Silver)
Timeline
Customer Service Representative II
Wells Fargo Bank, NA
12.2018 - Current
Customer Service Specialist
Startek
04.2016 - 12.2018
Sales Associate
BED BATH & BEYOND
08.2015 - 08.2018
Customer Service Representative
DUKE ENERGY PROGRESS
04.2012 - 05.2015
Translator
FIRST CHOICE TRANSPORT
07.2010 - 04.2012
Customer Service Representative
Sentry Insurance
05.2008 - 12.2008
High School Diploma -
WAYNE COMMUNITY COLLEGE (ADULT HIGH SCHOOL)