Crystal Deruso
Terre Haute
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
1
1
Certification
14
14
years of professional experience
Work History
CSR ll
Bureau of Motor Vehicles
Clinton
03.2026 - Current
- Addressed inquiries on licensing requirements and procedures, ensuring customer understanding and compliance.
- Provide timely and accurate customer service
- Assisted customers with vehicle registration and title transfers.
- Handled payments for fees related to motor vehicle services, contributing to accurate financial transactions.
- Conducted driving exams to assess candidates' skills and knowledge of road regulations.
- Maintain a cash drawer and process cash/check/card payments
- Prepared branch operations for opening and closing, facilitating smooth daily functions.
Branch Manager Trainee
Advance America
Terre Haute
06.2024 - 03.2026
- Managed opening and closing procedures for the branch
- Open/Close branch
- Process payments and fund loans
- Conducted regular cleaning to uphold branch appearance standards
- Transported customer deposits securely to the bank for processing
- Handled incoming customer calls and initiated outgoing calls to address inquiries
- Assisted branch operations and quickly advanced to Branch Manager in Training role
Customer Engagement Specialist
The Hometown Savings Bank
Terre Haute
07.2023 - 04.2024
- Handled high call volumes which included tasks such as updating personal information, fraud investigations, account detail questions and transaction history.
- Managed customers online banking profiles
- Managed high call volumes, addressing personal information updates, fraud investigations, account detail inquiries, and transaction history.
- Assisted the branch with customer inquiries regarding their cards.
- Navigated multiple systems and programs
- Multitask between calls and desk work
- Troubleshot online banking and card issues, providing timely solutions to enhance user experience.
Post-Closing/Insuring Manager for Manufactured Homes
Cascade Financial
Chandler
05.2020 - 11.2022
- Managed the team of 8.
- Operated multiple systems daily to manage workflows and processes efficiently.
- Extremely detail-oriented oriented to catch any mistakes or errors on documents.
- Handle high volume of emails as well as reaching out to Title and other departments via phone/email
- Support other teams in my department that are falling behind so we can meet our monthly bonus.
- Managed high volume of emails and coordinated communication with Title and other departments.
- Interview, hire and train new employees.
Teller/CSR
Desert Financial Credit Union
Phoenix
09.2019 - 02.2020
- Oversaw member accounts, ensuring accuracy and compliance with policies.
- Handled opening and closing duties.
- Coordinated team projects for the branch, enhancing collaboration and achieving objectives.
- Managed member accounts.
- Exceeded my sales goals.
- Surpassed sales goals, contributing to branch revenue growth.
Account Services Billing
Cox Communications
Phoenix
04.2019 - 09.2019
- Handled customer billing inquiries and transferred calls that required larger adjustments.
- Maintained a high rating for each metric that the company used to rate call associates
- Scheduled maintenance calls for customers when they would call in with a technical issue
- Maintained a high level of reliability by taking very little unscheduled time off
- Processed payments and applied minimal adjustments after review of the account
Owner/Manager
Lucky Bubbles Cleaning Company
Phoenix
04.2018 - 04.2019
- Utilized social media for advertisement
- Scheduled consultations and walkthroughs with clients
- Created weekly schedules
- Cleaned houses in detail and organized closets/cabinets
Coach/Mentor
Discover Financial Service
Phoenix
01.2016 - 03.2018
- Assisted agents and customers with processing loan applications
- Requested and prepared loan verifications
- Educated agents on the variety of loan products and available credit options in training classes
- Disbursed and verified loan proceeds for disbursements
- Analyzed applicants financial status and credit reports to determine feasibility of granting loan
Collections Account Manager
Discover Financial
09.2014 - 01.2016
- Mentor new agents with collection strategies
- Negotiated payment arrangements with clients
- Scheduled payments
- Followed up with clients consistently
- Offered proper programs and benefits for our clients
Server Trainer
Claim Jumpers Restaurant
Laughlin
04.2014 - 08.2014
- Greeted patrons and answered questions regarding the menu
- Trained new servers and hostesses
- Managed cash and orders
- Helped kitchen staff in food and salad preparation
Receptionist/Office Manager
Phoenix Eye Care
Phoenix
10.2013 - 02.2014
- Answer phone calls, schedule appointments, maintain charts and greet patients
- Insures that patients are scheduled accurately and that patients are reminded about the appointment to minimize open slots
- Gathers demographic, insurance and health information either over the phone or via web registration to schedule patients
- Able to contact and communicate with insurance representatives to understand and explain benefits to patients.
Customer Service Representative
TeleTech
Phoenix
02.2013 - 06.2013
- Demonstrated ability to log all notes and follow up information accurately
- Answer inbound calls promptly
- Build rapport, listen, clarify and manage conversational flow
- Work in teams and in a self-directed environment
Account Executive
M.A.K Management
Phoenix
10.2012 - 01.2013
- Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training.
- Use decision-support computer software programs to respond to common customer work/service order inquiries and requests.
- Position entails a high amount of customer interaction over the phone. Ensure that customers understand product information, and be able to provide additional information to customers as needed
- Listen attentively to customer needs and concerns; demonstrate empathy.
- Prepare complete and accurate work and update customer file.
- Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
Customer Service Representative
Circle K
Phoenix
07.2012 - 10.2012
- Provide excellent 'Customer Service'
- Ring sales on a cash register accurately and in a timely manner.
- Accurately handles checks, money orders, and cash when doing transactions.
- Performed all duties as assigned with minimum supervision.
Customer Service Supervisor
Goodwill Industries
04.2012 - 07.2012
- Successfully responded to customer complaints resulting in repeat business.
- Built strong network of staffing by interviewing, hiring, training and development, delivering on-time performance appraisals, providing feedback, counseling and terminating.
- Identify and confront performance issues - including communication of gaps in performance, coaching to improve performance, clearly setting expectations and taking further disciplinary action as appropriate.
- Provided training of new cashiers on policies and procedures related to sales performance.
- Accountable for proper management of front end such as cash management, merchandising and loss prevention.
- Responsible for overseeing all monies in the store and reviewing reports of the days receipts.
Education
General Education Development Certificate
Glendale , AzSkills
- Customer service
- Communication skills
- Phone etiquette
- Customer Support
- Sales
- Account management
- Interviewing
- Time management
- Organizational skills
- Administrative experience
- Project management
- Microsoft Excel
- Computer skills
- Management
- Leadership
- Team management
- Negotiation
- Office management
Certification
Driver's License
Timeline
CSR ll
Bureau of Motor Vehicles
03.2026 - Current
Branch Manager Trainee
Advance America
06.2024 - 03.2026
Customer Engagement Specialist
The Hometown Savings Bank
07.2023 - 04.2024
Post-Closing/Insuring Manager for Manufactured Homes
Cascade Financial
05.2020 - 11.2022
Teller/CSR
Desert Financial Credit Union
09.2019 - 02.2020
Account Services Billing
Cox Communications
04.2019 - 09.2019
Owner/Manager
Lucky Bubbles Cleaning Company
04.2018 - 04.2019
Coach/Mentor
Discover Financial Service
01.2016 - 03.2018
Collections Account Manager
Discover Financial
09.2014 - 01.2016
Server Trainer
Claim Jumpers Restaurant
04.2014 - 08.2014
Receptionist/Office Manager
Phoenix Eye Care
10.2013 - 02.2014
Customer Service Representative
TeleTech
02.2013 - 06.2013
Account Executive
M.A.K Management
10.2012 - 01.2013
Customer Service Representative
Circle K
07.2012 - 10.2012
Customer Service Supervisor
Goodwill Industries
04.2012 - 07.2012
General Education Development Certificate