CRYSTAL MILLS
Surprise,AZ
Summary
I am a highly enthusiastic customer service professional with 10+ years of client interface experience. I am a dedicated Customer Service Representative, and Technical Support Advisor, that is motivated to maintain customer satisfaction and contribute to company success.
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Solution Center Representative - Nationwide
Innosource
07.2023 - Current
- Educated clients on financial topics pertinent to their retirement account type.
- Developed and maintained strong relationships with clients to maximize satisfaction, and yield positive client feedback surveys.
- Helped clients make informed decisions when taking a new loan, distribution, or their required minimum distribution.
- Safeguarded retirement accounts by analyzing for potential fraudulent activity.
- Monitored and updated retirement accounts per client request, offered callbacks when applicable to investigate client requests.
- Processed loan requests, educated clients on loan balance, loan payoff, etc.
- Provided tax information for distributions for FIT and SIT.
- Educated clients on RMD, RMD election form, and taxes withheld.
Client Success Manager
Stenson Tamaddon
09.2022 - Current
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Contributed to design and implementation of product updates and service transformations based on feedback from customers and frontline knowledge.
- Reached out to accounts regularly to check on needs, understanding business operations and offer services.
- Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity.
- Reviewed products and user documentation to assess compliance with client success processes.
- Assisted leadership teams with building shared beliefs and attitudes across organizational structures.
- Collaborated with business leadership to set training objectives.
- Organized integration of critical leadership competencies into existing workflows.
- Developed and maintained relationships with customers and suppliers through account development.
- Recruited and hired top performers to add talent and value to department.
- Maintained professional, organized and safe environment for employees and patrons.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Developed individualized training plans to achieve staff readiness.
- Supported productivity increase and business growth through new hire training and mentoring.
- Identified and recommended staff for key positions and departments.
Mortgage Loan Originator
Rocket Mortgage
03.2022 - Current
- Resolved discrepancies between borrowers, lenders and financial institutions with detail orientation and efficiency.
- Reviewed loan files and updated to match current standards.
- Interviewed applicants to assess loan requirements before suggesting offers.
- Explained different types of loans pertaining to client situations.
- Proactively identified solutions for customers experiencing credit issues.
- Monitored pipelines to track and log status of loans.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Explained very technical financial information to applicants in easy to understand language.
- Collected information from banks, institutions and employers to assess applicant eligibility.
- Updated borrowers through each step of loan application, approval and closing processes while remaining attentive to customer needs.
T2 At Home Technical Advisor
AppleCare Chat
03.2015 - 12.2021
- Greeted customers upon entrance into the chat environment, and handled all online transactions in a timely manner
- Maintained up-to-date knowledge of chat policies regarding technical support procedures, giving timely guidance to customers via chat, maintained ability to effectively manage and prioritize my time, multitask across systems and applications, analyze, isolate and resolve a variety of complex technical issues, and comfortably navigate a technical environment.
- Served as primary point of contact for triaging technical issues.
- Collaborated with personnel to provide updated knowledge regarding industry application standards and specifications.
Certified Customer Service Representative
Apple Chat, Solutions, Apple Vendor
10.2010 - 03.2015
- Maintained up-to-date knowledge of chat policies regarding payments, returns and exchanges
- Attention to detail and integrity
- Created new processes and systems for increasing customer service satisfaction in chat
- Expressed appreciation and invited customer back to the online store
- Assisted customers over chatting and email regarding store operations, product, promotions and orders.
- Responded to customer requests for products, services and company information.
- Updated account information to maintain customer records.
- Recommended products to customers, thoroughly explaining details.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recorded account information to open new customer accounts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Email Response Agent
Disney Resort Email
03.2014 - 07.2014
- Maintained up-to-date knowledge of email policies regarding payments, returns and promotions for Disney Resorts
- Responded to incoming emails in a timely fashion, addressing all concerns the guest had on their Disney resort reservation.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed and maintained courteous and effective working relationships.
Education
High School diploma - General Studies
Sunrise Mountain High School
Peoria, AZGeneral Studies
Estrella Community College
Avondale, AZ, Arizona01-2013
N/A - Computer Science, Informational Technology
Arizona State University.Arizona State University, IRA A. Fulton Schools of Engineering
Phoenix, AZ01-2019
Skills
- Strong organizational skills
- Active listening skills
- Courteous demeanor
- Telecommunications
- Adaptive team player
- Certified in multiple customer applications in both sales, customer service, and technical support
- Types 75 WPM
- Proficient in MS Office
Timeline
Solution Center Representative - Nationwide
Innosource
07.2023 - Current
Client Success Manager
Stenson Tamaddon
09.2022 - Current
Mortgage Loan Originator
Rocket Mortgage
03.2022 - Current
T2 At Home Technical Advisor
AppleCare Chat
03.2015 - 12.2021
Email Response Agent
Disney Resort Email
03.2014 - 07.2014
Certified Customer Service Representative
Apple Chat, Solutions, Apple Vendor
10.2010 - 03.2015
High School diploma - General Studies
Sunrise Mountain High School
General Studies
Estrella Community College
N/A - Computer Science, Informational Technology
Arizona State University.Arizona State University, IRA A. Fulton Schools of Engineering
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