Crystal Sena
Albuquerque,New Mexico
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
27
27
years of professional experience
Work History
Clerk
Albuquerque Public Schools Administration
Albuquerque , NM
2022.07 - Current
- Organized and maintained student records, including attendance.
- Provided administrative support to teachers by finding class coverage, photocopying materials and printing class rosters.
- Greeted visitors at the front office and directed them to appropriate personnel or offices.
- Completed daily tasks such as answered telephones, direct calls, email phone messages and sorting mail.
- Researched online resources to answer questions posed by students or parents.
- Reviewed records and other documents to obtain information or respond to requests.
Virtual Customer Care Consultant
PNC Bank
Albuquerque , NM
2022.02 - 2022.07
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Ranked in top level for customer satisfaction among team members.
Member Service Representative II
Nusenda Credit Union
Albuquerque , NM
2017.10 - 2019.11
- Completed training and worked effectively under high-pressure member service environments.
- Listen to understand members immediate needs and problem solve to mitigate risk.
- Rated 100% on Customer Feedback for two years.
- Assisted members with correcting account, service and system issues by educating on credit union product/services and technical processes.
- Recommended specific products and services in alignment with members individual needs..
- Credit origination and support to grow and retain relationships.
Store Service Manager/ Training Consultant
Wells Fargo
Albuquerque , NM
1997.08 - 2016.09
- Oversaw, trained and encouraged tellers and bankers, promoting flawless customer experience, culture of efficiency and performance.
- Over ten years of leading business with growing new and existing relationships that includes immediate needs, credit origination and teamwork.
- Verified cash by balancing cash drawers and maintaining cash count records.
- Managed risk to reduce store losses.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Planned work schedules to maintain adequate staffing levels.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Implemented and facilitated successful training programs to increase employee engagement, retention and productivity.
- Traveled to various locations to train new to positions team members.
Education
High School Diploma -
New Futures High School
Albuquerque, NM01.1992
Skills
- Customer service
- High-energy attitude
- Multitasking
- Service/ Sales recommendations
- Relationship building
- Quality Assurance
- Facilitation
- Coaching
- Telecommunication
- Call Center Operations
Accomplishments
- Service Excellence Award
- Star Manager Award
- Sales and Service Top Performer
- Risk and Loss Certified
Timeline
Clerk
Albuquerque Public Schools Administration
2022.07 - Current
Virtual Customer Care Consultant
PNC Bank
2022.02 - 2022.07
Member Service Representative II
Nusenda Credit Union
2017.10 - 2019.11
Store Service Manager/ Training Consultant
Wells Fargo
1997.08 - 2016.09
High School Diploma -
New Futures High School
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