Krystal Garcia
Yakima,WA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Contact Center Consultant/TSA
BECU
04.2023 - Current
- Assist members with their banking needs such as transfers, ordering new cards, fraud claims etc
- Assist members with Zelle and External Transfer issues and errors
- Identify causes and solutions for Online Banking Errors
- Strong communication skills that I'm able to put to use to assist member with navigating our website
- Assist member with Bill Pay i.e. stop payments, payment investigation
- Ability to use an array of applications on a day to day basis such as Compass, Partner Care and Relationship Manager
Social Media/Membership/Business Delivery Supervisor
Costco Wholesale
03.2015 - 04.2023
- Supported growth and development of 15+ agents at a given time.
- Trained and developed Supervisor in Training candidates. Personally developed over 10+ supervisors over time
- Supervisor contact and partner with Costco Corporate Marketing Department with quarterly membership campaigns with Groupon
- Apart of American Express to Citi Visa conversion
- Oversaw Facebook team who monitored, administrated and interacted with an audience of over 1 million followers
- Assisted with ensuring representatives are meeting department SLA's and developing work plans for those who were not meeting them
Temporary Supervisor/SIT
Costco Wholesale
07.2013 - 03.2015
- Performed Quality Monitors for calls, emails, chats and Facebook posts
- Assisted agents via phone, chat and in person
- Wrote and presented agents reviews
- Assisted agents with de-escalation techniques
- Met individually with agents to discuss areas of improvement
- Assisted members via escalated calls
- Assisted with hiring new Costco employees from outside as well as within.
Member Service Agent
Costco Wholesale
09.2011 - 07.2013
- Assisted in escalated situations that have been posted on the Facebook wall via Costco Care
- Generated creative, colorful responses to members questions, comments, etc
- Executive Services/ Membership Services Certified in Executive Services, Business Delivery, Oracle, and OMS, CRM, Calabrio
- Took Business Delivery orders for Business members that are within our delivery locations
- Nominated and won Employee of the Month on multiple occasions.
Education
Diploma -
Vernonia High School
06.2003
Skills
- 13 years of Call Center/Customer Service Operations Experience
- 8 years Leadership/Operations Experience in Member Services, Business Services, Social Media Management & Card Service
- 8 years of hiring and recruiting
- Willingness and competency to provide coaching and constructive feedback
- Excellent oral, written and interpersonal communication skills
- Strong knowledge of processes and procedures
Timeline
Contact Center Consultant/TSA
BECU
04.2023 - Current
Social Media/Membership/Business Delivery Supervisor
Costco Wholesale
03.2015 - 04.2023
Temporary Supervisor/SIT
Costco Wholesale
07.2013 - 03.2015
Member Service Agent
Costco Wholesale
09.2011 - 07.2013
Diploma -
Vernonia High School