Krystal Prescott
Miramar,FL
Summary
Attentive Customer Service Representative with 15 years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player. Dedicated Customer Service Representative providing exceptional customer service through active listening and problem solving. Skilled at helping customers and business accounts to meet financial needs by developing customized product and service solutions. Well-versed in solving routine and complex financial problems. Good communication, multitasking and conflict resolution skills.
Overview
12
12
years of professional experience
Work History
Bank Teller
Digital Federal Credit Union
05.2023 - Current
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Streamlined teller operations for better workflow by implementing time-management strategies.
- Enhanced branch sales through cross-selling bank products and services to customers.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Collaborated with team members to achieve monthly sales targets and provide exceptional service to customers.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
MEDICAL CALL CENTER REPRESENTATIVE
STATE COLLECTION SERVICE - WA
04.2021 - 05.2023
- Promptly settle customer issues using epic to identify and investigate claims
- Reach out by phone to inform customers of changes in services
- Instruct co-workers in simplified processing methods to speed up call turnaround times
- Increase debt recovery rates by offering customized payment solutions to customers
- Save customers time through acceptance of payments by phone
- Update patient information within computer database to keep appointment schedules and case profiles current
- Prioritize follow-up communications to satisfy patient engagement and service goals
- Enter data efficiently and accurately to update customer accounts.
OFFICE CLERK
IMMIGRATION - MIAMI, FL
01.2021 - 04.2021
- Ensured that office processes were standardized, communications were regulated, filing systems were created, supply orders were handled, and administrative tasks were appropriately distributed and overseen
- Provided administrative support and assistance to office staff, assisting with productivity and contributing to smooth operations
- Drafted correspondence and reports using MS Office tools, including Word and Excel.
CUSTOMER SERVICE REPRESENTATIVE
CONDUENT
08.2020 - 01.2021
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Recommended products and services to members and educated customers about relevant offerings
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
- Exceeded requirements in providing products and services to customers at all times
- Answered calls or emails from customers and assisted with special requests or resolving complaints.
CLAIMS REPRESENTATIVE
DEO - PEMBROKE PINES, FL
05.2020 - 08.2020
- Answered customer questions and inquires to facilitate claim payouts
- Investigated the history of each claimant to identify prior losses, insurance coverage and other relevant information on file, ordering reports to further evaluate histories
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
- Recommended products and services to members and educated customers about relevant offerings.
CUSTOMER SERVICE REPRESENTATIVE
MARRIOTT - MIAMI, FL
11.2016 - 05.2017
- Recommended products and services to members and educated customers about relevant offerings
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Promoted best practices by identifying opportunities for process improvements and initiatives.
TRAVEL SPECIALIST
ATLANTIS PARADISE ISLAND - PLANTATION, FL
08.2016 - 11.2016
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals
- Create, maintain, and enter information into databases
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
FRONT DESK RECEPTION
BLISS SPA - MIAMI, FL
04.2015 - 08.2016
- Checked guests In and out
- Answer questions and book appointments
- Confirmed guest appointments
- Offered customers slippers, brought guests to the his or hers lockers, showed customer where there masseuse or aesthetician would come pick them up
- Offered the guests products that their masseuse or aesthetician would recommend to them
- Make sure to greet guests when they come with 'Welcome to Bliss Spa' and when they leave by saying 'Have a Blissful Day'.
VACATION PLANNER
NORWEGIAN CRUISE LINE - DORAL, FL
02.2014 - 04.2015
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Provided accurate and appropriate information in response to customer inquiries
- Demonstrated mastery of customer service call script within specified timeframes.
SALES ASSOCIATE
GUCCI CHILDRENS STORE - SUNRISE, FL
08.2013 - 04.2014
- Answered customers' questions and addressed problems and complaints in person and via phone
- Helped customers select products that best fit their personal needs
- Unloaded trucks, stocked shelves and carried merchandise out on the floor for customers
- Processed shipments and maintained organized stock shelves
- Completed floor replenishment to guarantee size availability and promote customer satisfaction.
FRONT DESK
EXTENDED STAY TAMARAC - FORTLAUDERDALE, FL
06.2013 - 02.2014
- Issued room keys and escort instructions to customers
- Kept records of room availability and guests' accounts, manually or using computers
- Recorded guest comments or complaints, referring customers to managers as necessary
- Assisted guests with any special requests during their visits
- Contacted housekeeping or maintenance staff when guests reported problems
- Checked In Customers and out.
VALET CASHIER
FONTAINEBLEAU - MIAMI, FL
11.2012 - 06.2013
- Greeted and acknowledged all customers in a friendly, professional manner and provided quick and superior customer service to all guests
- Responsible for handling cash register and cash flow
- Responsible for fast and efficient check-out of customers' vehicles
- Dispatched valet crew.
CALL CENTER
T-MOBILE - MIRAMAR, FL
09.2011 - 11.2012
- Greeted and acknowledged all customers in a friendly, professional manner and provided quick and superior customer service to all guests
- Responsible for handling cash register and cash flow
- Responsible for fast and efficient check-out of customers' vehicles
- Dispatched valet crew.
Education
Bachelor of Science - Criminal Justice
Broward College
Pembroke Pines, FL06.2022
Everglades High School
Miramar, FL05.2009
Skills
- Deposit and Withdrawal Management
- Financial Transactions
- Financial Software
- Data Inputting
- Call Center Experience
- Up-selling Abilities
- Decision Making
- Positive Attitude
References
REFERENCES AVAILABLE UPON REQUEST
Timeline
Bank Teller
Digital Federal Credit Union
05.2023 - Current
MEDICAL CALL CENTER REPRESENTATIVE
STATE COLLECTION SERVICE - WA
04.2021 - 05.2023
OFFICE CLERK
IMMIGRATION - MIAMI, FL
01.2021 - 04.2021
CUSTOMER SERVICE REPRESENTATIVE
CONDUENT
08.2020 - 01.2021
CLAIMS REPRESENTATIVE
DEO - PEMBROKE PINES, FL
05.2020 - 08.2020
CUSTOMER SERVICE REPRESENTATIVE
MARRIOTT - MIAMI, FL
11.2016 - 05.2017
TRAVEL SPECIALIST
ATLANTIS PARADISE ISLAND - PLANTATION, FL
08.2016 - 11.2016
FRONT DESK RECEPTION
BLISS SPA - MIAMI, FL
04.2015 - 08.2016
VACATION PLANNER
NORWEGIAN CRUISE LINE - DORAL, FL
02.2014 - 04.2015
SALES ASSOCIATE
GUCCI CHILDRENS STORE - SUNRISE, FL
08.2013 - 04.2014
FRONT DESK
EXTENDED STAY TAMARAC - FORTLAUDERDALE, FL
06.2013 - 02.2014
VALET CASHIER
FONTAINEBLEAU - MIAMI, FL
11.2012 - 06.2013
CALL CENTER
T-MOBILE - MIRAMAR, FL
09.2011 - 11.2012
Bachelor of Science - Criminal Justice
Broward College
Everglades High School
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