Crystal Wade
VA
Summary
I am dedicated and detail-oriented with over fifteen years of customer service experience. Eager to contribute my enthusiasm and commitment in a professional environment, I am striving to find a career that will grow my skills, benefit from my knowledge, and strengths.
Professional with background in leadership and operational excellence, ready to drive strategic initiatives and streamline processes. Known for fostering team collaboration and delivering consistent results, adapting effectively to evolving demands. Expertise spans project management, strategic planning, and stakeholder communication. Possesses strong problem-solving abilities and proactive mindset, ensuring organizational goals are met efficiently and effectively.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Director/ General Manager of Dining Services
Aladdin Campus Dining/ Metz Culinary Management
08.2018 - Current
- 6+ Plus Years in a Contract Dining
- 5 years in a management role
- Quality Assurance of four dining locations/ Manage employees
- Solid knowledge of kitchen operations and cafeteria operations
- Solid knowledge of Guest and Client Relations
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Impeccable Communication Skills
- Restaurant Management knowledge
- Knowledge of Menu implementation
- Strong Communication Skills
- Daily usage of Outlook, Excel, Microsoft Office
- Proficient in Kronos, Maestro, and ADP
- Led operational strategies to enhance customer service and improve overall satisfaction.
- Streamlined daily operations through effective staff management and scheduling optimization.
- Implemented training programs to develop team skills and promote best practices.
- Analyzed performance metrics to identify areas for process improvement and efficiency gains.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Managed team schedule with eye for coverage needs and individual strengths.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Analyzed sales data to identify and capitalize on trends, driving revenue growth.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Raised property accuracy and accountability by creating new automated tracking method.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Remote TESOL/TEFL Tutors
Qkids
08.2019 - 03.2020
- Teaching classrooms with up to 4 students in China (Ages 4-12)
- TESOL Certification
- Remote Independent Contractor
- Delivered engaging educational content to diverse groups of students.
- Developed lesson plans tailored to individual learning styles and needs.
- Monitored student progress, providing timely feedback and support for improvement.
- Utilized interactive teaching tools to enhance student participation and retention.
- Increased audience interaction by utilizing social media platforms before, during, and after events for real-time engagement.
Senior Teller
SunTrust Bank
04.2014 - 03.2019
- Assist customer with financial needs and recommends bank products and services
- Process deposits to customer accounts
- Process and properly record the sale of monetary instruments
- Acts in a supervisory capacity as necessary, using increased authority levels, above those of an entry-level teller, to review and approve certain transactions
- Cross trained on routine customer service representative and platform responsibilities in effort to aid the employee in offering a new experience or for business purposes
- Contributes to the efficient operation of the branch by performing or assisting with other branch duties such as maintaining branch vault cash, night deposit transactions, maintaining branch logs, opening and closing vault, settling and maintaining ATM
- Enhanced customer satisfaction by efficiently processing transactions, addressing inquiries, and providing tailored financial advice.
- Meticulously monitored cash drawer activity, ensuring accuracy in transaction processing and adherence to strict security protocols.
- Refers retail loan and deposit products
- Provides prompt, efficient and friendly service to Bank customers ensuring that all customer transactions are handled timely and accurately according to guidelines
- Balances cash drawer and maintains drawer within limits
- Assists other branch team members in non-primary assigned duties when necessary
- Maintain client files
- Develop strong business contacts within communities served
- Submit all necessary forms, bills, invoices, and other paperwork
- Acts as a Mandated Reporter as defined by the State of Virginia
- Supervised daily operations, ensuring compliance with banking regulations and policies.
- Trained and mentored junior tellers, enhancing team performance and service quality.
- Trained new hires on customer service policies and procedures.
- Educated customers on online banking and mobile banking applications.
- Politely assisted over 40 customers per day in fast and high-pressure environment.
- Earned [Number] in sales referrals and participated in product sales campaigns.
- Politely assisted over [Number] customers per day in fast and high-pressure environment.
Customer Service Representative (Seasonal)
Amazon
09.2013 - 01.2015
- Run customer implementations from kickoff to go-live, including requirements gathering, implementation calls, User Acceptance Testing meetings, and bug reporting
- Work alongside sales team and founders to help close prospective customers
- Oversee customer account management, including formal communications of product updates and roadmaps
- Analyze customer data to ideate and recommend new features and enhancements
- Maintain an accurate record of all customer interactions and transactions, reporting and escalating issues as needed
- Identify and develop new business opportunities with existing clients
Human Resource/ Subrogation Claims Specialist
Allstate
11.2013 - 03.2014
- Managed the HR ticketing platform, HR query management, and HR chatbot end-to-end
- Handle MIS & Data Management, including the preparation of various weekly and monthly reports and dashboards
- Regularly update process trackers and review data
- Managed escalations and promptly highlighted them to the appropriate authorities
- Plan and execute different HR communication projects, including recurring/cyclic process communications
- Build, review, and maintain Job Aids/ SOPs for HRSS processes
- Collaborate with other HR COEs to facilitate smooth implementation and coordination of HRSS processes
- Drove quality and efficiency in the process owned
- Applied intermediate understanding of insurance policies written by the company, the industry, and organizational relationships within the company and department
- Determines subrogation or fraud potential and how to handle it
- Identified customer needs and worked to meet those needs using appropriate customer service skills
- Recognized and identified body parts of a vehicle and understanding of other potential property damage
- For claims involving fraud or subrogation, partners with assigned reps from those areas to achieve best outcome
- Analyzed insurance claims to ensure compliance with company policies and regulatory requirements.
- Collaborated with clients to gather necessary documentation for claim processing and resolution.
Education
Social Work
Ferrum College
01.2011
Advanced High School Diploma - undefined
Franklin County High School
06.2007
Skills
- Proficient in Slack, Zoom, Google Drive
- Proficiency in MS Excel and other MS Office applications
- Staff management
- Data analysis
- Strategic planning
- Meeting facilitation
- Staff coordination
- Operations management
- Financial administration
- Problem-solving
- Organizational skills
- Training and development
- Documentation and reporting
- Excellent oral and written communication skills
Certification
- Notary
- Teaching English as A Foreign Language (TEFL)
- Supported Employment
- Applied Suicide Intervention Skills Training
- CPR/ First Aid Certified
- Mental Health First Aid
- Dyslexia Awareness
- ServSafe Manager Certified/ Instructor Certified
- AllerTrain (Allergen) Certified
- ABC Manager Certified
Timeline
Remote TESOL/TEFL Tutors
Qkids
08.2019 - 03.2020
Assistant Director/ General Manager of Dining Services
Aladdin Campus Dining/ Metz Culinary Management
08.2018 - Current
Senior Teller
SunTrust Bank
04.2014 - 03.2019
Human Resource/ Subrogation Claims Specialist
Allstate
11.2013 - 03.2014
Customer Service Representative (Seasonal)
Amazon
09.2013 - 01.2015
Advanced High School Diploma - undefined
Franklin County High School
Social Work
Ferrum College