CHRYSTEL DANIEL
Cypress, TX ***** 713-***-**** **************@*****.***
EXPERIENCE
Client Service/IVR/Project Manager 2008-2013
First Data Corporation, Houston, TX
Reviewed call center payment processing procedures for areas of improvement in Call Management, Customer Satisfaction, and Risk
Responsible for delivering cost reductions through new and improved IVR functionality and efficient call management of all Telecheck Call Center Sites ( Manila, Chihuahua, Dominican Republic, Omaha)
Partnered with vendor managers to meet and exceed contractual SLAs of FDC clients within Authorizations, Consumer, POS, Supplies, Merchant, and Verifications
Developed, implemented and trained Call Center Sites on new and updated Telecheck procedures and applications
Implemented 2010 IVR enhancements resulting in decrease in transfer rate from 58% to 34.4% (38% improvement)
Annualized savings resulted in $1.2 million cost reduction
Gathered needs of internal client to create training material, manage training schedule and determine Syllabus for Client Services Operations division
Implemented and maintained CSO SharePoint site for FTP(used by all FD teams) and other projects
Managed FD Project to convert BiSYNC/ASync/Hydra and all other non-secured (FTP) files transmission protocols to and from FDC clients
Regional Bank Support Manager 2004-2007
Chase Paymentech Solutions - JP Morgan Chase Bank, Houston, TX
Responsible for the referral and approval goals for Texas Region
Ranked #1 for President’s Club and overall percentage of merchant services sales
Performed consistent communication of the three vertical legs of the business (Telephone Sales, Field Sales and Sales & Support): roles and responsibilities, the CPS value proposition, the Referral Process, promotional and marketing campaigns and the Sales & Support activities
Managed CPS partnership with the Retail and Small Business management teams
Primary liaison to Chase Bank for all Sales & Support functions for CP
Communicated referral and approval production results to SBB management and developed strategic plans to ultimately exceed goals
Used Centers of Influence to build stronger relationships with the regional/market/area managers to deliver better quality referrals
Risk Analyst/VRU Analyst, Assistant Vice President 2001-2004
JP Morgan Chase, Houston Contact Center, Houston, TX
Project leader in successful deployment of speech-enabled automated system
Reduced annual IVR expenses by $1.3 million with speech application and automation of key functionality
Responsible for production and maintenance of IVR system which routes and resolves 80 million calls annually
Provided analysis of MIS reporting related to caller behaviors and trends to assist in cost savings benefits for future enhancements
Increased call resolutions and customer satisfaction by analyzing IVR performance to recommend additional functionality
Actively involved in Voice User Interface design to enhance customer experience and allow marketing of corporate branch
Designed call flows, VUI prototypes, and performed continual tuning and testing for Speech/DTMF systems
Achieved Six Sigma Green Belt Certification
Assisted Business Continuity Officers in developing disaster recovery plans
Analyzed Call Center procedures to make recommendations, mitigate risks and maintain consistency across all regions
Conducted monthly review and investigation of CRB charge-offs stemmed from activity outside of bank procedures
EDUCATION
Bachelors of Science in Psychology May 2019
University of Houston-Downtown