Customer Service Representative

Crystal Tellis

Flushing, NY ***** linkedin.com/in/crystaltellis/ 929-***-**** *************@*****.*** Customer Service Specialist

With over a year of experience in the customer service field, Crystal, has learned how to solve ongoing problems with customers through product knowledge, process management, and showing levels of empathy through emotional conversations. In order to achieve a solution, that maintains customer loyalty and meets company professionalism. Skills

Emotional Intelligence MS Office/GSuite (Word, Excel [VLOOKUPS & Pivot Tables], PowerPoint, Office, Teams, and Project) SQL (Beginner) CRM (Salesforce) Public Speaking Data Reporting & Analysis

Experience

OCT 2020 - JAN 2021

Nestle Nespresso SA, Remote - Inbound Customer Service Representative [Contract] (Coffee Specialist)

● Communicated with 20+ club members daily about the Nespresso brand and coffee experience. Noted all communications in Citron’s cloud CRM system, Nessoft.

● Informed club members about coffee product promotions, sales, and coffee knowledge about Nespresso products to help expand club members taste preferences for upsales.

● Troubleshooted club members machines, tracked active orders delivery schedule and provided solutions to club members dilemmas using the necessary tools to maintain loyal happy club members.

MAY 2020 - AUG 2020

K12, Remote - Enrollment Counselor [Contract]

● Completed 50+ inbound calls to help inform families of document requirements for enrollment and notated calls in CRM system, Salesforce for every customer case.

● Followed up with 10+ families daily through outbound calls to address any questions or information families needed in order to provide necessary compliance documents to be admitted into online school, in time for the upcoming school year.

● Became the 3rd top performer for my team my first month for assisting 15+ families per day totaling 200+ families for the month of June 2020. SEPT 2019 - JAN 2020

New York Life, New York, NY- INFORCE/Annuity Claims [Intern]

● Drummed annuity claims process through OAS and RPay databases. Updated policy owners contact information and beneficiaries by searching Accurint government databases.

● Investigated beneficiaries information through obituary searches and Accurint, to update policy status, and account next steps.

● Processed INFORCE return mail documents through Accurint and updated information in CRM, Salesforce.

Education

DEC 2022

SUNY Empire State College, Remote - B.A in Business Management and Economics GPA:3.0

Courses taken:Computer Information Systems (CIS), Accounting I, Database Design: Microsft Access, Business Law, Microeconomics.

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