Krystle N. Santos
Saint Johns,FL
Summary
TAFSA proven leader in the banking and financial industries, result driven, and goal oriented. Seeking a challenging opportunity to advanced skills, education, extensive training and 18 years of experience. Summary of Qualifications enthusiastic, highly motivated self-starter, strong work ethics, impeccable communication skills and time management, works effectively and efficiently to get the job done accurately, foster and embrace team leadership, coaching, training, and mentoring, develop and maintain strong working relationships, exceptional computer skills, outstanding organizational skills and high sense of urgency. Pragmatic Assistant well-known for being hands-on dynamo with boundless energy to fulfill various tasks. Detailed team player with history excelling in fast-paced environments with little oversight and challenging goals. Offers top technical abilities and relationship-building skills. Dedicated banking professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand Enthusiastic Staff Assistant eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of task, projects, priorities and training in project management. Motivated to learn, grow and excel in business administration.
Overview
18
18
years of professional experience
Work History
Member Service Representative III (IRA Specialist)
Navy Federal Credit Union
Jacksonville, FL
03.2021 - Current
- Lead on Digital Champion Team to help educate members on all self-service channels Navy Federal offers to increase their financial engagement with Navy Federal
- Awarded 3 raises in less than 1 year and received promotion to GL 74 in 2021
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Resolved concerns with products or services to help with retention and drive sales.
- Increased revenue by actively listening to customers and proposing optimal loans or credit cards offerings.
- Trained and directed new employees in call script use, conflict resolution, branch operations, cash transactions, opening and closing accounts, loans, credit cards and data entry practices to boost customer satisfaction ratings.
Member Service Representative II
Gurnee, IL
10.2019 - 03.2021
- Analyze, research, and resolve problems and discrepancies related to member accounts/loans
- Assist members with submitting consumer/equity loan, overdraft protection, and credit card applications
- Communicated with current and prospective members about Navy Federal’s products and services
- Ensure cash and other negotiable instruments are handled properly
- Identify opportunities to cross service products that best suit members financial needs
- Handle numerous platform banking functions
- Understand and comply with federal and other regulations relating to financial products and services
- Open/close and process all vault balancing procedures
- Process all ATM balancing transactions
- Perform other branch duties as assigned
Homemaker/Military Spouse
08.2012 - 10.2019
- Led projects and analyzed data to identify opportunities for improvement.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Used Microsoft Word and other software tools to create documents and other communications.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Collaborated with military personnel achieve national security and create programs to improve our military's overall mental wellbeing overseas and during pandemic.
Dispatch Manager
Revolution Foods
Elizabeth, NJ
07.2011 - 08.2012
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
- Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
- Directed, managed, and coordinated dispatch staff in their utilization of software to build daily routes for distribution drivers across multiple sites within assigned region
- Oversaw planning, prioritization and assignment of loads based on route, scheduled arrival date, weight, etc
- Developed delivery strategies to optimize costs, increase run profitability and decrease empty miles traveled
- Reviewed projected delivery needs to ensure customers are serviced in timely and efficient manner; made strategic recommendations for continuous improvement
- Analyzed transportation and distribution procedures to deliver product economically and efficiently; implemented best practices based on findings
- Communicated capacity to Operations Management
- Developed, implemented, and maintained processes, procedures and programs to improve safety, productivity and profitability
- Managed performance of dispatch staff including hiring and disciplinary actions
- Effectively communicated and practiced all company policies; complied with all state of Health and Safety Codes.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
Office Manager
Revolution Foods
Elizabeth, NJ
- Promoted to Dispatch Manager
- Managed and maintained executive schedules, including scheduling travel and conferences, and making appointments
- Answered and directed calls to appropriate executives and parties, took messages when needed
- Prepared reports collected and analyzed information and prepared presentations for meetings
- Interacted with customers when appropriate and solved problems
- Documented complaints and developed course of action
- Routed mail, ordered, and inventoried office supplies, oversee printer supplies and maintenance, within budget constraints
- Scheduled appointments for all maintenance issues throughout building
- Recorded, communicated, and tracked all change orders and special deliveries resulting from errors, additional needs, or product non-conformities
- Inputted Weekly schedule changes, notify managers of employee absence data, work with HR rep to coordinate employee meetings, when needed, so as not to impact operations whenever possible
- Set tone to establish culture of respect, hard work, consistency, quality, and effective communication within and outside of department.
Customer Service Manager
National Grid
Brooklyn, NY
07.2008 - 07.2011
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Assessed and offered solutions to improve procedures and customer experiences.
- Provided customers with detailed information on company products, services and materials.
- Provided primary customer support to internal and external customers.
Assistant Branch Manager
Sovereign Bank
04.2004 - 03.2008
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Assessed expansion plans and presented costs to forecast trends and recommend changes.
- Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations.
- Managed branch size of over $2 million in deposits and team of nine full and part-time employees.
- Ensured branch and team members meet and exceeded goals
- Managed, coached, directed, and motivated team members to promote and maximize sales opportunities
- Accurately processed transactions within balancing guidelines
- Demonstrated ownership in any customer problem or request, followed up to ensure effective resolution and customer satisfaction
- Identified service into sales opportunities and provided recommendations of bank products and services
- Managed accurate and timely balancing of branch ATM’s
- Responsible for the overall operational management of the branch including the performance of the branch with Corporate Risk Audits and Regulatory Reviews
- Complied with all bank policies and procedures
- Successfully managed branch cash audits and other branch audits.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
Education
BBA - Business Administration And Management
Strayer University
Virginia, IL05.2019
Associate of Applied Science - Business Administration
Kingsborough Community College
Brooklyn, NY2003
Skills
- Microsoft Office Suite
- Critical & Analytical Thinking
- Innovative Problem Solver
- Attention to Detail
- Verbal and Written Communication
- Honest and Ethical
- Schedule and calendar management
- Organization and planning
- Relationship building
- Administrative tasks & support
- Bookkeeping & document control
- Project support
- Multitasking and Time Management
- Judgment and Decision Making
Accomplishments
- Awarded Regional Manager for ranch morale during the COVID Pandemic out of 16 Branches
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved poor employee performance which led to additional employee training and providing employees with a mentee allowing them to succeed and have increased job satisfaction.
- Achieved Level 1 and GL74 by completing multiple assessments with accuracy and efficiency.
- Collaborated with team of four select individuals in the development of engaging members into the digital lifestyle to better assist their financial needs.
Timeline
Member Service Representative III (IRA Specialist)
Navy Federal Credit Union
03.2021 - Current
Member Service Representative II
10.2019 - 03.2021
Homemaker/Military Spouse
08.2012 - 10.2019
Dispatch Manager
Revolution Foods
07.2011 - 08.2012
Customer Service Manager
National Grid
07.2008 - 07.2011
Assistant Branch Manager
Sovereign Bank
04.2004 - 03.2008
Office Manager
Revolution Foods
BBA - Business Administration And Management
Strayer University
Associate of Applied Science - Business Administration
Kingsborough Community College
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