Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
Intern

Crystal Mafua

Ogden,UT

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

26
26
years of professional experience

Work History

Customer Service Representative

Internal Revenue Service, IRS
10.2007 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Bank Teller

Salt Lake City Credit Union
07.1999 - 05.2001
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Processed customer transactions promptly, minimizing wait times.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Provided customer records, account statements and copies of checks.
  • Reconciled cash drawer and resolved discrepancies.
  • Counted and packaged currency and coins.
  • Educated customers on use of banking website and mobile apps.
  • Logged cashier's checks and other transactions to maintain accurate account records.
  • Turned in excess cash to maintain drawer security.
  • 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.
  • Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.

Front Desk Agent

Red Cliffs Inn
10.1997 - 04.1999
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Collected room deposits, fees, and payments.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Used internal software to process reservations, check-ins and check-outs.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Enforced policies and procedures to increase efficiency.

Education

High School Diploma - General Studies

Millcreek High School
Washington, UT
06.1998

Skills

  • Microsoft Word
  • Microsoft Excel
  • Managing Multiple Tasks
  • Active Listening
  • Process Transactions
  • Customer Relations
  • Speaking
  • Strong Analytical and Problem-Solving Skills
  • Service-Orientation
  • LinkedIn
  • Social Perceptiveness
  • Administrative Support
  • 10-Key
  • Tax Software
  • Livechat Messaging
  • Microsoft Outlook
  • Microsoft Internet Explorer
  • Grammar
  • Prioritization
  • Document and Records Management
  • Research
  • Cultural Sensitivity
  • Understanding Customer Needs
  • Account Management
  • Quality Control
  • Time Management
  • Critical Thinking
  • Reading Comprehension

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The best way out is always through.
Robert Frost

Timeline

Customer Service Representative

Internal Revenue Service, IRS
10.2007 - Current

Bank Teller

Salt Lake City Credit Union
07.1999 - 05.2001

Front Desk Agent

Red Cliffs Inn
10.1997 - 04.1999

High School Diploma - General Studies

Millcreek High School

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Crystal Mafua