Ryan Crisco
Senior Resolution Specialist
Pensacola,FL
Summary
Multi-skilled resolution specialist (Credit Cards and Account Services) with 4 years of experience in the Navy Federal contact center. Focused on providing superior written and verbal communication, uncovering and solving challenges, promoting Navy Federal products and maintaining loyal, satisfied members. Focused on surpassing expectations, driving team results, and promoting an extraordinary member experience. Dedicated to pursuing a career in leadership.
Overview
11
11
years of professional experience
Work History
Senior Resolution Specialist
Navy Federal Credit Union
10.2019 - Current
- Regularly hosts weekly team meetings, and leads team projects
- Subject matter expert of Credit Card and Account Services skills
- Active participant in multiple projects: Internal Virtual Assistant Testing, Resolution Quality Service, Social Care case management, chat escalations, Dedicated RS Team, and RS&POA partnership team
- Previous roles include: MSR1, MSR2, MSR Mentor, and Resolution Specialist
- Other skills and projects include: Navigator, Chat MSR, MSR onboarding, Dual Skilled MSR QS, and Innovation Team
- Proven record of using advanced problem-solving skills to address difficult or escalated cases and finding solutions that ensure member satisfaction
- Strives to find opportunities for process improvement, and regularly makes recommendations that lead to a more efficient experience for Navy Federal employees and members.
Vice President
Tri Gulf Coast
10.2021 - Current
- Led project to redesign club's logo. Collaborated with graphic designers and merchandise manufactures to modernize design and create more compelling branding
- Increased club membership by 25%
- Organize and volunteer at dozens of adult and youth multi-sport events.
- Ensure compliance with club's bylaws
- Engage and build relationships with members, sponsors, vendors, and community leaders to achieve club goals and objectives
- Analyze member data and feedback to ensure membership growth and satisfaction.
- Operate member database, website, social media, Constant Contact, Canva, and various other communication channels
- Host monthly board meetings and provide feedback on how to best serve club members and community
- Lead and organize public speaking events, networking opportunities, and coaching clinics
- Develop marketing material, informative pamphlets, written communications, and infomercials
Director of Operations
LearningRX
01.2013 - 10.2019
- Created Training Plans and Designed Curriculum
- Supervised staff of 30 trainers, and provided oversight of their instruction.
- Managing all day-to-day operations and provided actionable feedback to trainers through regular evaluations and observations.
- Maintained accurate records of employee hours, client training hours, client and personnel files, and schedules.
- Increased sales by over 50% by acquiring new clients and creating more flexible training options.
- Hired 25 new employees and conducted new employee onboarding.
- Maintained open lines of communication with all prospective and current clients
- Coordinated vendor fairs, networking events, and various other community engagement opportunities
- Marketed and advertised through Facebook and Constant Contact
Education
Master of Science - Exercise Physiology
Delta State University
Cleveland, MS 06.2011 - 2012.12
Associate of Science - Kinesiology
Delta State University
Cleveland, MS 08.2006 - 2010.12
Awards, Recognition and Continuing Education
- Current student at Laurel Ridge Community College earning my certificate in Supervision Career Studies as part of Navy Federal's Educational Assistance Partnership Program.
- Recently completed Lean Six Sigma Yellow Belt Certification
- Recipient of the 2021 Richard E. Cobb Award for Excellence in Member Service
- Winner of the 2022 Sustained superior performance award
- Received Exceptional PAR review for 2023
- Chosen for the inaugural Credit Card MSR Innovation Team and compiled statistics that played a pivotal role in the successful adaption of the new credit card payment hold procedures
- Winner of the Social Care team "Heavy Lifter" award for taking on multiple cases in a short period of time.
- Recognized as the 2023 Social Care Caseworker of the Quarter (Q3)
- Recent job shadows include: CCO Credit Cards Supervisor, Resolution Social Care Specialist, and Credit Card Loan Officer
Timeline
Vice President
Tri Gulf Coast
10.2021 - Current
Senior Resolution Specialist
Navy Federal Credit Union
10.2019 - Current
Director of Operations
LearningRX
01.2013 - 10.2019
Master of Science - Exercise Physiology
Delta State University
06.2011 - 2012.12
Associate of Science - Kinesiology
Delta State University
08.2006 - 2010.12
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