Krystal Price
Customer Success Manger
Pensacola,Florida
Summary
Personable Member Service Representative offering 6 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Member Service Representative II
Navy Federal Credit Union
10.2015 - Current
- Manages 800+ inbound calls every month successfully, with an average handling time of 3-5 minutes to offer members effective support
- Consistently achieve 98–100% on the member satisfaction survey each month to make sure that members are satisfied with the services received.
- Successfully managed the onboarding of over 300 new members per month, averaging 10 new members per day
- Maintained confidentiality of sensitive information while completing daily tasks in a fast-paced, constantly changing environment
- Delivered an average first contact resolution rate of 98% through providing timely and excellent member support
- Improved communication channels by working on trial projects, which made the company's shift easier.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Bolstered member retention by creating and offering unique discount options and inspiring interest in new product lines.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Sales Floor Team Member
Target
Pensacola, FL
06.2011 - 10.2015
- Supervised strategic planning meetings, oversaw training for the sales floor, and oversaw proactive check-ins.
- Teamed up with teammates using good communication skills to ensure effective visitor service
- Maintained current knowledge of shelf planograms and end cap plans to merchandise products.
- Trained new team members to successfully operate the cashier system, ensuring they understood the importance of customer engagement.
- Built tremendous client confidence by genuinely hearing their issues and giving them the right feedback
- Kept up to date with promotions, rules, and security procedures, guided and trained new hires in advanced product knowledge, customer relationship management, and selling techniques
- Readied items for sales floor stocking by affixing tags and preparing shelf labels.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Developed strong rapport with customers and created positive impression of business.
- Stayed current on available products, store promotions and customer service policies to better serve shoppers.
Education
B.S - Business Management, Human Resources
Pensacola State College
08.2019 - Current
Skills
Service recommendations
undefinedTimeline
B.S - Business Management, Human Resources
Pensacola State College
08.2019 - Current
Member Service Representative II
Navy Federal Credit Union
10.2015 - Current
Sales Floor Team Member
Target
06.2011 - 10.2015
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