Crystal Turner
Parrott
Summary
Offering strong foundation in customer service and communication, eager to learn and develop in member-focused environment. Brings ability to quickly understand and adapt to new systems and procedures, coupled with effective problem-solving skills. Ready to use and develop skills in customer engagement and issue resolution in this role.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
13
13
years of professional experience
Work History
Member Services Manager
Georgias Own Credit Union
08.2024 - Current
- Recommended specific products and services in alignment with individual needs, requirements, and specifications.
- Improved member satisfaction by addressing concerns and providing timely resolutions.
- Enhanced communication among team members, which resulted in increased efficiency and productivity.
- Managed a team of staff members, providing coaching and professional development opportunities, resulting in overall improvement in performance metrics.
- Oversaw the recruitment, hiring, onboarding, and ongoing training processes for new team members, helping build a skilled workforce committed to delivering excellent results for our organization''s members.
- Provided exceptional customer service by promptly addressing inquiries and resolving issues related to memberships or facility use.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Examined customer loan applications for loan approvals and denials.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Ensured compliance with all federal and state regulations throughout the loan origination process.
- Collaborated with other departments to promptly process loan applications.
- Resolved customer complaints regarding loan products and services, restoring trust and satisfaction.
- Monitored loan repayments and followed up on delinquent accounts, minimizing non-performing assets.
- Provided detailed loan options to clients, enabling informed decisions that matched their financial goals.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Identified opportunities to cross-sell and upsell loan products to customers.
Board Member
Terrell County Chamber of Commerce
01.2024 - Current
- Attended meeting, helped gather financial requests, rate shopped
- Ribbon cuttings and supported opening businesses in the community
- Participated in community events as an ambassador for the organization's mission and goals
- Participated in board meetings to discuss company policies and issues, performance reports, and future endeavors
- Engaged in fundraising efforts resulting in significant donations from various organizations
Secretary
Terrell County Historical Preservation Society
10.2022 - 12.2024
- Secretarial duties, organization, minutes meeting taker, volunteer for events associated with the society
- Composed professional correspondence such as letters, memos, emails
- Provided administrative support to executive team with excellent attention to detail
- Drafted, proofread, and edited confidential correspondence and documents
Lead Customer Service Representative
Georgia Community Bank
04.2021 - 08.2024
- Demonstrated strong communication and problem-solving skills to resolve customer inquiries efficiently
- Utilized organizational skills to manage multiple tasks simultaneously with accuracy
- Trained new staff on customer service processes and procedures, resulting in improved efficiency
- Provided exemplary customer service to maintain high satisfaction levels
- Interacted and interfaced with customers by providing information and assistance
- Established positive relationships with customers through timely responses and follow-up actions
- Secured payment arrangements to post to appropriate accounts
- Assisted management in setting expectations for sales, customer service and community involvement
- Developed a comprehensive understanding of company policies and procedures related to customer service
- Developed strategies to improve the overall experience of customers when interacting with the organization
- Implemented effective strategies to increase customer loyalty, resulting in increased sales
- Handled escalated calls to research complaints or inquiries
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems
- Navigated multiple computer systems and applications and utilized search tools to find information
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders
- Built sustainable relationships and trust with customer accounts using open and interactive communication
- Conferred with customers by telephone or in-person to provide product or service information
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions
- Made appropriate account corrections to resolve customer problems
- Loan scanning, account document scanning
- Loan doc and account document reviews for any errors or incomplete documents
- Assist operations with correcting accounts
- Created training guides for internal programs and account document types necessary
- Trained customer service representatives
- Assist BSA and compliance with regulations and correcting guidelines to meet requirements
Customer Service Representative
Bank of Dawson
06.2012 - 04.2021
- Handled customer complaints and inquiries in a courteous and efficient manner
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Developed strong customer relationships and loyalty through effective communication
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Addressed customers courteously using suitable methods and problem-solving skills
- Utilized problem-solving techniques to identify solutions for complex customer inquiries
- Adhered to company policies and procedures while providing superior service
- Assisted customers with product selection by providing detailed information about available products and services
- Maintained an updated knowledge base of current products, services, pricing, promotions
- Remained open to feedback from supervisor and peers to build and improve skills set
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Provided account information to customers and explained bill service policies and customer rights
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Followed up with customers regarding product functionality and overall satisfaction
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Displayed strong organizational skills while managing multiple projects simultaneously
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems
- Made appropriate account corrections to resolve customer problems
- Conferred with customers by telephone or in-person to provide product or service information
- Built sustainable relationships and trust with customer accounts using open and interactive communication
- Referred unresolved customer grievances to designated departments for further investigation
- Started as a bank teller, worked up to customer service
- Organized directors reports for board meetings
- Paid bills for the bank
- Assisted other departments when needed
Education
BUSINESS ADMINISTRATION -
South Georgia Technical College
Americus, GaHigh School Diploma -
Terrell Academy
Dawson, Ga01.2001
Skills
- Calm and Professional Under Pressure
- Data Management
- Product and service knowledge
- Team Member Training
- Product Knowledge
- Written Communication
- Interpersonal Skills
- Positive and Friendly
- Understanding Customer Needs
- Complaint Handling
- Professional Demeanor
- Customer Relations
- Teamwork and Collaboration
- Multitasking
- Recordkeeping strengths
- Account Updates
- Policies and Procedures Adherence
- Product Education
- Problem-solving aptitude
- Customer service orientation
- Customer service excellence
- Relationship Building
- Multitasking and Organization
- Training development aptitude
- Staff education and training
- Customer service expertise
- Staff training and development
- Team management
- Strong leadership
- Strong organization
- Notarial acts
- Consumer lending
- Financial services
- Cash handling
- Loan origination
- Banking
- Risk management assessments
- Team player
- Regulatory compliance
- Excellent communicator
- Customer service
- Attention to detail
- Customer relations
Timeline
Member Services Manager
Georgias Own Credit Union
08.2024 - Current
Board Member
Terrell County Chamber of Commerce
01.2024 - Current
Secretary
Terrell County Historical Preservation Society
10.2022 - 12.2024
Lead Customer Service Representative
Georgia Community Bank
04.2021 - 08.2024
Customer Service Representative
Bank of Dawson
06.2012 - 04.2021
High School Diploma -
Terrell Academy
BUSINESS ADMINISTRATION -
South Georgia Technical College
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