Crystal Oliver
Cameron,NC
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
23
23
years of professional experience
Work History
Home Loan Specialist
PennyMac Financial Services, Inc.
10.2020 - 05.2021
- Performed routine data entry and validation tasks
- Initiated third party orders (title, appraisal, hazard, flood cert, credit, etc.)
- Reviewed and validated loan documents
- Handled routine calls, emails and/or chat responses
- Assigned and distributed workloads
- Monitored work queues and intervened as needed
- Interacted with multiple departments to expedite processing and/or issue resolution
- Closed over 93% of loans consistently
- Demonstrated behaviors which are aligned with the organization’s desired culture and values
- Team player with strong attention to detail and able to work independently
- Proven track record at delivering timely and accurate information in a fast-paced environment
- Excellent critical thinking, problem solving, mathematical skills with sound judgment
- Effective time management skills
- Capable communicator, both written and oral
- Demonstrated proficiency with computers and mainstream computer applications
- Financial Services and, mortgage industry experience
- General understanding of applicable Federal, State and Local regulations
- Experienced with VA and Conventional Loan refinancing
Hotel Reservation/ Chat Coach
Teletech.com/Work from Home
10.2011 - 05.2015
- Successfully managed and gave assistance to the activities of 20-25 team members in reaching company program retention and adherence, sales, and customer service goals via online Pidgin chat
- Excellent at performing multiple tasks at once
- Cross sold relevant products, services, and upgrades to travel packages
- Effectively resolved conflicts
- Booked hotel reservations for Preferred Hotel Groups, with attention to excellent customer service for both domestic and international destinations
- Exceeded company guidelines and performance goals, to include service levels, policies, procedures and customer issues, idle time, productivity, and quality
- Supervised a team of Customer Service CHAT/CRR/Outbound Agents, as well as various Support Staff positions
- Encouraged and answered questions from Call Center employees
- Handled escalated customer calls requiring Supervisor/Manager attention as appropriate
- Experienced Quality control liaison
- Fostered an environment, which encouraged continual progress and improvements for CSR's
- Improved service quality and increased sales by developing a strong knowledge of company's products and services
- Resolved guest inquiries regarding various hotel locations and amenities
- Maintained CSR proficiency via internal monitoring programs.
Retail Manager
K-mart
10.2004 - 03.2011
- Investigated and resolved customer inquiries and complaints in an empathetic manner
- Successfully managed the activities of eight team members
- Met all customer guidelines including service levels, handle time and productivity
- Partnered with the Department Managers to establish an understanding of position-specific requirements
- Assumes ownership over team productivity and managed workflow to meet or exceed quality service goals
- Evaluated, monitored, disciplined, coached and counseled agents as appropriate, assuring timeliness and consistency prepared written documentation regarding representative’s performance in the workplace
- Developed a rapport with the customer base; by handling difficult issues with professionalism
- Quality control liaison
- Effectively screened and qualified candidates through the full hiring process
Business Account Representative
Amazon.com
09.2015 - 02.2023
- Specializes in treating every customer with care and empathy while resolving their issue with one call resolution! Initiate prospecting and leads activities
- Assists customers with Registration and presents registered customers with Amazon Business account tours
- Consistently exceeds targets for customer acquisition
- Educates and networks with key prospects and customer contacts
- Proactively relays market needs and requirements to internal Amazon teams including: Product Management, Technical and Category Management teams
- Drives customer satisfaction with every interaction, proactively resolves issues before they become an issue for the customer
- Works closely with marketing, merchandising, business development, customer service, and other key internal Amazon departments
- Cross-trained throughout six different departments within the company
- Solution-oriented and self-motivated, effectively prioritizing work time to ensure efficiency
- Consistently meets and exceeds performance goals
- Active listener and effective communicator
- Prioritizes and demonstrates relentless discipline in achieving goals
- Proven ability to influence others and build team morale
- Knowledge of procurement and source to pay methods for small and medium businesses
- Expert use of MS Office Suite, and other systems
Call Center Manager
McCord Consumer Direct, Inc.
05.2000 - 10.2004
- Investigated and resolved customer inquiries and complaints in an empathetic manner
- Awarded for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations
- Successfully managed the activities of 15-20 team members in reaching company sales and customer service goals
- Swiftly respond to inquiries and requests from prospective customers
- Cross-trained and backed up other customer service managers
- Scheduled staff shifts to cover peaks and lulls in customer inquiries
- Improved service quality and increased sales by developing a strong knowledge of company's products and services
- Managed, Initiated, and tracked background checks, drug screens to ensure qualified candidates were hired
- Conducted interviews and pre-screening for candidates
- Managed on-boarding of new candidates
- Prepared Development and training modules for Customer Service associates.
Education
Bachelor of Science in Criminal Justice Administration with a Concentration in Human Services -
University of Phoenix
05.2015
Associate of Arts in Criminal Justice -
University of Phoenix
01.2012
Skills
- Product and Service Knowledge
- Account Acquisition
- Account Management
- Customer Service
- New Hire Onboarding
- Customer Billing
- Client Base Retention
- Workforce Management
- Business Administration
- Operations Management
- Strategic Leadership
- Software Applications
References
References available upon request.
Timeline
Home Loan Specialist
PennyMac Financial Services, Inc.
10.2020 - 05.2021
Business Account Representative
Amazon.com
09.2015 - 02.2023
Hotel Reservation/ Chat Coach
Teletech.com/Work from Home
10.2011 - 05.2015
Retail Manager
K-mart
10.2004 - 03.2011
Call Center Manager
McCord Consumer Direct, Inc.
05.2000 - 10.2004
Bachelor of Science in Criminal Justice Administration with a Concentration in Human Services -
University of Phoenix
Associate of Arts in Criminal Justice -
University of Phoenix
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