Crystal Smith

• (Hybrid) Remote and in office direct support to credit card holders included but not limited to handling fraud claims, billing, credit line increases/ decrease and general account overview.
• Responded to customer requests, delivering outstanding support, not only to maintain, but to extend relationship for future business opportunities.
• Tailored recommendations to address needs, and facilitated resolutions on complex account issues.
• Initiated high level security verification process to maintain client confidentiality, adhering to financial compliance guidelines when providing detailed account information, via various channels ie: Mail/ Fax / Banking App/ Text/ or over the phone.
• Meet or exceed monthly performance objectives and KPI's for increases productivity. ie: low call handle time and low transfer rate.
• Interacted with team members across departments to research and resolve customer issues.
• Responded proactively and positively to rapid change.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Cross-trained and provided backup support for organizational leadership.

• Top tier sales professional.
• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Very familiar with furniture manufacturing process
• Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
• Provided sales and customer service assistance to walk-in traffic.
• Excellent communication skills
• Assisted store manager with merchandising showroom displays which included tagging and recording markdowns.
• Able to engage customers in meaningful conversation that lead to increased sales
• Often assisted in placing product on sales floor for visual concept.
• Adept at developing repeat business.
• Responded to telephone and in-person requests for information.
• Skilled in de-escalation practices.
• Utilized internal software/ technology (CRM) to manage / follow up with existing customers providing additional support and address concerns.
• Maximized customer retention by resolving issues quickly.

• Answered questions about spa, treatments offered and spa's amenities.
• Maintained solid knowledge base of all spa and resort products and services.
• Interacted with 15 to 25 guests daily and provided positive impression of spa.
• Managed expenses and controlled costs through proper salon budget development and monitoring.
• Grew repeat client base through effective marketing and customer service.
• Remained up-to-date on current spa trends.
• Promoted spa services and fostered new business by organizing promotional events.
• Oversaw upkeep of entire facility and notified maintenance for service repairs.
• Maximized efficiency through time management and staff supervision to boost productivity.
• Utilized promotions, print and digital marketing to attract new clients.
• Recorded product sales into spa's weekly income report.
• Handled high priority clients while managing day-to-day activities of spa and employees to maximize profits.
• Recommended spa treatments and services, boosting sales and bringing in new clientele.
• Trained and supervised spa staff on best practices, sales techniques and customer service.
• Oversaw calendar to manage team schedule and keep shifts appropriately staffed.

Offered targeted business and planning advice to enhance leadership skills.

Achieved, maintained, and exceed all monthly quotas.

• Greeted spa guests warmly to create positive first impression of establishment.
• Handled high priority clients while managing day-to-day activities of spa and employees to maximize profits.
• Led spa tours for new members to familiarize guests with services provided.
• Offered targeted business and planning advice to enhance leadership skills.
• Achieved, maintained, and exceed all monthly quotas.
• Maximized efficiency through time management and staff supervision to boost productivity.
• Trained and supervised spa staff on best practices, sales techniques and customer service.
• Managed front desk personal ad workstation with high level organizational and interpersonal skills.
• Oversaw upkeep of entire facility and notified maintenance for service repairs.
• Maintained records relating to sales quotas, store traffic, telemarketing, follow-up and referral activity.
• Inspected salon stock, identifying shortages, replenishing items and maintaining consistent spa inventory.

• "Best in class" sales consultant who consistently exceeded all sales matrix over %50 to %60
• Increased sales and customer satisfaction through personalized servicing.
• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Answered product questions with up-to-date knowledge of sales and store promotions helping drive customer retention
• Helped customers complete purchases, data plan changes, new account / line additions, device upgrades, troubleshooting and join reward programs.
• Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.

• Greeted customers and helped with product questions, selections, and purchases.
• Managed and balanced cash register after end of shift to balance and record accurate transactions.
• Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
• Stocked merchandise, clearly labeling items, and arranging according to size or color.
• Trained and supervised new employees to use selling strategies and apply best practices.
• Used POS system to process sales, returns, online orders, and gift card activations.
• Developed professional relationships with customers to increase loyalty, retention and
• Exceeded sales goals 40% monthly utilizing exemplary customer service and sales tactics.

• Honors English and Math
• Elected to Student Leader of the prestigious "Way to Work" program for the 97-98 and 98-99 school year.
• 3.7 GPA