CRYSTAL SANCHEZ

• Facilitated team huddles and meetings to boost collaboration and communication.
• Resolved escalated calls, consistently achieving high customer satisfaction and meeting company objectives.
• Conducted in-depth research to effectively address client requests using probing techniques.
• Established a professional network across departments to expedite client issue resolutions.
• Assisted OST representatives with complex inquiries in main chat support.
• Delivered timely responses while managing high-volume interactions with clients and

partners.

• Maximized role versatility to provide comprehensive support for team members.

• Established client trust through consistent delivery of exceptional service.
• Implemented quality-focused strategies to drive operational change and achieve ambitious goals.
• Applied critical thinking to analyze problems and evaluate solutions for informed decisions.
• Facilitated effective communication with internal business partners via chat support.
• Enhanced client experience through B2E Standard Work, emphasizing Innovative Mindset.
• Demonstrated strong client focus, professionalism, and creativity in daily operations.

• Trained and mentored new tellers on bank procedures and customer service standards.
• Investigated and resolved patron account issues swiftly.
• Identified and prevented fraudulent activities and suspicious transactions.
• Monitored teller operations for red flags and approved large transaction overrides.
• Ensured compliance with bank regulations to mitigate financial risks.
• Implemented security measures to protect sensitive client information and financial assets from potential fraud or theft.