Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Crystal Robinson

Motivating Manager
Milwaukee,WI

Summary

Educated Customer Service Lead offering excellent supervisory and performance-assessment, coaching, documentation and active listening skills. Proven history of maintaining professionalism and positivity in stressful situations. Trained and extensive knowledge in quality assurance and investigative research.

Overview

18
years of professional experience
2
years of post-secondary education

Work History

DC Squared Investments

Real Estate Investor
01.2019 - Current

Job overview

  • Coordinate and direct financial or budget activities to fund operations, maximize investments, and increased efficiency by 17%.
  • Monitor suppliers to ensure efficient and effective supply needed goods and services within budgetary limits, saved 15%.
  • Evaluate comparable properties that had recently sold to determine competitive market price.
  • Negotiate sale, lease, and development of property and complete and review proper documents and forms.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Self-motivated, with strong sense of personal responsibility.
  • Reduced vacancy and unit turnover rates by 37% through carefully developed marketing and leasing efforts

JP Morgan Chase

Private Client Home Equity Team Lead
11.2014 - 11.2019

Job overview

  • Promoted to Team Lead
  • Managed and resolved customer complaints and requests while supporting excellent professionalism standards according to company policies and procedures.
  • Executed exceptional customer service to reach one-call issue resolutions and maintained quality scores of 98%.
  • Reviewed direct report cases to ensure quality and compliance with Chase, TILA, RESPA, and Predatory Lending RESPA.
  • Provide performance feedback via coaching for 12 agents regarding call time, escalation rates, hold times, customer rapport, daily workflow and phone behavior which led to 15% improvement in one call resolution.

JP Morgan Chase

Home Equity Loan Processor I II III
01.2005 - 11.2014

Job overview

  • Interviewed loan applicants to obtain personal and financial data to assist in completing applications.
  • Displayed positive, professional and empathetic tone to deliver consistently superior service.
  • Coordinated and managed all daily workflow requirements and improved communications between processing personnel, funding and underwriting departments, elevating operational productivity by 44%.
  • Maintained average of 97% CSAT (customer satisfaction) goal each quarter for department and maintained 97% customer satisfaction survey rating and minimal complaints.
  • Minimized points of contact for customers by communicating on behalf of loan specialists, land examiners and other internal groups.

Education

Milwaukee Area Technical College
Milwaukee, WI

Associate of Applied Science from Human Resources Management
01.2015 - 05.2017

University Overview

Skills

  • KPIs
  • Compliance and Policy
  • Dispute Resolution
  • Quality Assurance
  • Call Center Operations
  • Relationship Building
  • Needs Assessment
  • Legal compliance
  • Critical Thinking
  • Business management and development
  • Human resources administration
  • Financial Management
  • Staff training/development
  • Budget development
  • Relationship building
  • Delegation
  • Coaching and mentoring
  • FNMA Guidelines
  • Financial analysis aptitude
  • Financial transactions expertise
  • Residential Loans
  • Deep knowledge of bankruptcy processes
  • Loan to Value Ratio Calculations

Timeline

Real Estate Investor
DC Squared Investments
01.2019 - Current
Milwaukee Area Technical College
Associate of Applied Science from Human Resources Management
01.2015 - 05.2017
Private Client Home Equity Team Lead
JP Morgan Chase
11.2014 - 11.2019
Home Equity Loan Processor I II III
JP Morgan Chase
01.2005 - 11.2014

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Crystal RobinsonMotivating Manager