Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelsey Crider

Potosi,MO

Summary

Business professional with nearly 15 years of experience in customer-facing roles, specializing in frontline and supervisory positions. Demonstrated ability to analyze customer feedback and implement process improvements that enhance service efficiency. Strong attention to detail and adaptability contribute to resolving issues effectively. Exceptional interpersonal skills foster increased customer satisfaction and loyalty.

Overview

14
14
years of professional experience

Work History

Office Administrator

Potosi Abstract Company
Potosi, MO
08.2024 - Current
  • Reviewed employee performance, providing ongoing feedback and coaching to enhance productivity.
  • Analyzed business performance data, forecasting results for upper management.
  • Recruited and trained new employees to fulfill job requirements. Explained company policies, benefits, and procedures to employees and applicants.
  • Processed financial documents, including contracts, expense reports, and invoices.
  • Created memos and letters, improving internal and external communication.
  • Coordinated with IT to resolve technical issues and maintain software updates.
  • Resolved customer inquiries and complaints requiring management-level attention.
  • Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
  • Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
  • Monitored inventory levels and placed orders when needed.
  • Created spreadsheets in Excel to track data such as vacation requests, sick days .

Escrow Closer

Potosi Abstract Company
Potosi, MO
01.2021 - 08.2024
  • Executed all escrow disbursements with accuracy and efficiency.
  • Delivered exceptional customer service to enhance client satisfaction and loyalty.
  • Obtained clear title by ordering reports, resolving defects, and satisfying liens.
  • Reviewed and executed closing instructions with precision.
  • Collaborated with underwriters and examiners to address title discrepancies.
  • Prioritized escrow disbursements amid a heavy workload through effective multitasking strategies.
  • Ordered payoffs and cancellations for mortgages, judgments, and property liens.
  • Prepared settlement statements and supporting documents for timely closings.

Receptionist/Production Assistant

Potosi Abstract Company
Potosi, MO
06.2020 - 01.2021
  • Greeted and welcomed clients to create a positive first impression.
  • Answered and directed phone calls to appropriate personnel for efficient communication.
  • Mailed and emailed post-closing documents and final policies to lenders and owners promptly.
  • Provided administrative support to various departments, assisting with document preparation and data entry.
  • Processed information by sorting mail, monitoring email, and entering data from customers, lenders, and agents.
  • Maintained physical and electronic files through effective filing and scanning of documents.
  • Utilized Microsoft Excel, Word, Outlook, and Teams for daily operations.

Market Business Manager

First State Community Bank
Columbia, MO
01.2018 - 04.2019
  • Set performance goals for the banking center, and ensured the achievement of targets.
  • Achieved 100% adherence to business development calling program quotas.
  • Enhanced customer retention by delivering exceptional service.
  • Monitored compliance with audit guidelines, internal controls, and collaborated with auditors to review findings and improve operational processes.
  • Received the officer title of Assistant Vice President.
  • Implemented CRM systems to improve customer service and retention rates. Chosen as market lead for CRM implementation.
  • Facilitated communication between different teams within the organization through regular meetings.
  • Analyzed market trends and identified new business opportunities.
  • Attended networking events to build relationships with potential clients.
  • Solicited new consumer banking relationships while retaining and expanding current accounts.
  • Created presentations to communicate product features, benefits, and pricing models to prospective customers.

Market Operations Manager

First State Community Bank
Columbia, MO
08.2014 - 01.2018
  • Enforced organizational policies for market operations, ensuring compliance across personnel.
  • Evaluated end-to-end customer experience through strong analytical skills.
  • Promoted products by representing company at local events.
  • Appraised inventory levels regularly, ordering supplies to maintain optimal stock levels.
  • Prepared loan documentation, including promissory notes and security agreements for small consumer loans.

Customer Service/Teller Manager

First State Community Bank
Columbia, MO
01.2014 - 09.2014
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Logged all customer interactions into the customer relationship management system.
  • Executed daily reports through the collection and analysis of customer data.
  • Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Customer Service Representative

First State Community Bank
Columbia, MO
07.2012 - 01.2014
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Processed wire transfers for customers both domestically and internationally.
  • Cross-sold additional bank products when applicable to meet customer needs.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted customers in opening new accounts and completing required paperwork.

Teller

First State Community Bank
Columbia, MO
07.2011 - 07.2012
  • Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
  • Performed daily reconciliation of teller drawer within established limits.
  • Examined checks for endorsements, and verified essential details such as dates and identification.
  • Resolved discrepancies related to customer accounts efficiently.
  • Monitored bank vaults to ensure accurate cash balances, and ordered cash from the Federal Reserve Bank.
  • Maintained a perfect record of cash balancing throughout my tenure.
  • Identified fraudulent activity or suspicious behavior immediately reported it to management.
  • Maintained confidentiality of all customer records and information according to company policies.
  • Identified opportunities to refer customers to other areas of the bank for additional services.

Education

Bachelor of Science - Business Administration And Management

University of Missouri
Columbia, MO
05-2011

Skills

  • Administrative support and account management
  • CRM software proficiency
  • Client relationship development
  • Escalation resolution
  • Customer service
  • Account reconciliation
  • Regulatory compliance
  • Multitasking
  • Effective communication
  • Problem solving

Timeline

Office Administrator

Potosi Abstract Company
08.2024 - Current

Escrow Closer

Potosi Abstract Company
01.2021 - 08.2024

Receptionist/Production Assistant

Potosi Abstract Company
06.2020 - 01.2021

Market Business Manager

First State Community Bank
01.2018 - 04.2019

Market Operations Manager

First State Community Bank
08.2014 - 01.2018

Customer Service/Teller Manager

First State Community Bank
01.2014 - 09.2014

Customer Service Representative

First State Community Bank
07.2012 - 01.2014

Teller

First State Community Bank
07.2011 - 07.2012

Bachelor of Science - Business Administration And Management

University of Missouri

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