Crystal Nelson
Atlanta
Summary
Experienced professional with over 10 years of expertise in teller and client services, operations management, financial analysis, risk management, and notarial services. Proven success in enhancing profitability and managing complex banking operations while delivering exceptional client service. Proficient in advanced banking software and adept at remote work. Committed to accuracy, compliance, and confidentiality in all notarial and financial tasks.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative II
TTEC
11.2024 - Current
- Resolved customer inquiries through multiple channels, enhancing customer satisfaction and loyalty.
- Managed high-volume calls while maintaining composure and professionalism in fast-paced environment.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in training programs to enhance product knowledge and customer service skills.
Operations Manager
Atlanta Notary
10.2018 - 10.2024
- Supervised and trained a team of mobile notaries, optimizing scheduling and ensuring high-quality service.
- Developed and implemented operational procedures, enhancing efficiency and client satisfaction.
- Managed billing and invoicing processes, maintained notary records, and ensured compliance with legal standards.
- Leveraged technology to streamline operations and improve service delivery.
Client Experience & Operations Manager
BBVA Compass Bank
11.2015 - 09.2018
- Managed a team of transaction specialists, ensuring high-quality client service.
- Executed daily operational controls and ensured branch compliance with regulatory standards.
Transaction Specialist
Wells Fargo Bank
12.2013 - 04.2015
- Delivered exceptional customer service while handling significant cash transactions.
- Managed store operations including opening and closing procedures.
Education
B.S. - Criminal Justice
CSU East Bay
Hayward, CASkills
- Customer Service
- Financial Analysis
- Cash Handling
- Regulatory Compliance
- Risk Management
- Banking Software Proficiency
- CRM Systems
- Data Analysis Tools
- Digital Banking Solutions
- Cybersecurity Awareness
- Reporting Tools
- Operational Efficiency
Certification
- Notary Public
- State of Georgia
Affiliations & Awards
National Honor Society, Sigma Sigma Sigma Sorority
Timeline
Customer Service Representative II
TTEC
11.2024 - Current
Operations Manager
Atlanta Notary
10.2018 - 10.2024
Client Experience & Operations Manager
BBVA Compass Bank
11.2015 - 09.2018
Transaction Specialist
Wells Fargo Bank
12.2013 - 04.2015
B.S. - Criminal Justice
CSU East Bay