Summary
Overview
Work History
Education
Skills
Timeline
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Crystal Thompson

Richmond,VA

Summary

Looking for a position as a dedicated member of a Customer Support Team utilizing well-honed organizational and communication skills to make a positive contribution to the organization. Helpful Senior Customer Service Executive possessing friendly demeanor and excellent problem-solving and communication skills. Bringing 5 years of experience increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing customer service strategies.

Overview

12
12
years of professional experience

Work History

Senior Customer Service Manager

Petal Credit Card
01.2020 - Current
  • Petal Escalations Team
  • Front Line assistant for Customer Support team encountering internal account discrepancies such as interest fees, late payment fee’s, credit card account fraud and ID theft
  • Take over escalated calls from Customer Support team
  • Communicate with card holders via written and verbal to resolve issues that may be problematic for card holders
  • Provide long-term solutions to help card holders rebuild their credit and avoid derogatory information on their credit reports
  • Answer and solve Customer support tickets to ensure outstanding customer service with prompt and accurate correspondence
  • Collaborate with IT, Fraud Operations and management teams across functional projects to improve card holder experience
  • Reporting and logging Petal IOS or Android app technical bugs in real time
  • Assisting Customer support with irate card holders
  • Locating mail in check payments mailed with incorrect or no information listed on money order/check payment by card holder
  • Working with multiple teams to ensure card holders receive, promotion credits, Credit limit adjustments and accurate monthly account statements
  • Updated account information in each customer's record to keep data accurate.
  • Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
  • Developed and implemented various de escalation strategies, increasing productivity 80%

Customer Service Representative II

UZURV
08.2016 - 01.2020
  • Validate Customers’ eligibility to use ADA Mobility program services
  • Verify customer’s desired destination is within rider programs zoning parameters set by state’s transit and healthcare programs
  • Provide customers with up to 30 days of rider reservations
  • Assist and provide cost of ride before customer confirms desired destination
  • Collect delinquent payments for past due balances via Credit/Debit Card
  • Process pick up/drop off locations and times via email for patients enrolled with American Cancer Society
  • Check wheel chair accessible van operation times to ensure customers in need of handicap accessible vans are ensured full benefits and services of customers ADA mobility program
  • Dispatch drivers and act as liaison between, driver, customer, and operations team
  • Communicate with operations via SLACK to provide customers with driver estimated times of arrival.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Utilized customer service software to manage interactions and track customer satisfaction
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols

Customer Service Manager

Home Gallery
06.2013 - 08.2016
  • Started customer service department from ground up
  • Championed development of leadership competencies that drive individual and team goals
  • Meeting customer and shipment metrics, including time to fill, expediting orders, and quoting on purchased furniture
  • Developed, implemented, and monitored programs and activities related to product promotion and inside sales, office and warehouse functions, and customer service – as well measuring results
  • Ensured that customer relations were maintained at high level
  • Resolved disputes, handled customer complaints, and damaged furniture issues in timely manner.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.

Customer Service Representative II

Bank of America
04.2011 - 06.2013
  • Identified members and ensure received checks are acceptable
  • Opens/closed accounts; check re-orders; stop payments/special handling; and reissued, reinstated and canceled debit cards
  • Answered member questions regarding provided services and performed variety of account maintenance functions
  • Reviewed account information for restrictions and funds availability; provided information on account status and account actions
  • Educates and assists members with electronic and on-line services and benefits such as ATM network, line of credit and credit card fraud.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.

Education

Master of Science - Specializing, Human Behavior

University of Phoenix
Tempe, AZ
05.2015

Bachelor of Science - Health Administration

University of Phoenix
2009

Skills

  • Team Goals
  • Building Morale
  • Constructive Feedback
  • Customer Support
  • Mortgages and Loans
  • Employee Performance Reviews
  • Customer Information Databases
  • Customer Needs Assessments

Timeline

Senior Customer Service Manager

Petal Credit Card
01.2020 - Current

Customer Service Representative II

UZURV
08.2016 - 01.2020

Customer Service Manager

Home Gallery
06.2013 - 08.2016

Customer Service Representative II

Bank of America
04.2011 - 06.2013

Master of Science - Specializing, Human Behavior

University of Phoenix

Bachelor of Science - Health Administration

University of Phoenix

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Crystal Thompson