1. Crystal Nicole Elce CNICOLEELCE@GMAIL.COM • 541 704 5920
- Outstanding interpersonal skills with innate ability to connect, empathize, and build rapport.
- Distinctive focus on building, maintaining, and improving relationships of all aspects.
- Results-oriented problem solver and critical thinker with a consistent history of exceeding goals.
- Experienced in right fitting and positioning products and solutions to meet business needs.
Education:
GRAPHIC DESIGN MAJOR, MULTIMEDIA COMMUNICATIONS MINOR, OREGON STATE UNIVERSITY, 2004
Emphasis in creative problem solving and concept development. Strong focus on analyzing, interpreting, revising and
presenting information through varying communication styles to fit target audiences.
Work History:
CHAT REPRESENTATIVE, FIRSTSOURCE/VERIZON WIRELESS, EUGENE, OR, AUGUST 2015 – NOVEMBER 2015
Handled inbound chats from customers regarding device, billing, and account support. Holding the highest quality
scores and response times on the team and in top 5% of the site. Excel in solving problems and assisting others in
finding information and effectively utilizing all available resources. Able to successfully position products and provide
explanations while also maintaining satisfied customers.
CORRESPONDENCE REP, ROYAL CARIBBEAN INTERNATIONAL, SPRINGFIELD, OR, JULY 2013 – AUGUST 2015
Assisted travel agents booking and servicing cruise reservations. Worked on special project team for the Australia
international offices via phone, email, and chat. Provided support for management of the Australia offices by coaching
and assisting teammates, and improving existing processes and marketing materials. Nominated and awarded two
quarterly performance awards, both times for my successfully resolving issues that had escalated to the executive
level. Promoted to pre-cruise correspondence in January 2015, responded to emails and created templates for guest
email responses. Handled escalations from international offices and executives. Successfully improved email
response time by reviewing and recommending improvements for the response system used. Held top QA average on
the team for four months.
RETENTION SPECIALIST, T-MOBILE WIRELESS, SALEM, OR, SEPTEMBER 2007 - FEBRUARY 2010
Handled inbound escalations and cancellation requests. Excelled in product knowledge, save rate, contract
extensions, and handset sales. Was one of sixty reps selected to launch product sales of T-Mobile @home service and
was #2 in sales for the pilot. Was #1 seller in site for a Samsung sales contest and was in top 10 sellers in the HTC
nationwide sales contest during the Google Android launch in 2008. Mentored General Care agents and provided
them feedback to help identify successes and opportunities.
GRAPHIC DESIGNER, ALBANY DEMOCRAT HERALD, ALBANY, OR, OCTOBER 2005 - JANUARY 2007
Designed newspaper ads for top real estate and auto accounts. Collaborated with sales reps and clients to create
effective print ads. My innovation of existing designs helped the sales reps increase spending of existing accounts,
and my spec ads were used to acquire new advertisers.
PRE-PRESS ASSISTANT, OREGON WEB PRESS, ALBANY, OR, MARCH 2005 - OCTOBER 2005
Prepared digital material for press. Optimized images for web press printing, reviewed proofs, revisions, and obtained
customer approvals within tight production deadlines. Operated bindery and bulk mailing equipment.
MIDDLE SCHOOL PROGRAM, STAFF BOYS & GIRLS CLUB OF ALBANY, OR, AUGUST 2002 – NOVEMBER 2003
Supervised 20-50 middle school children in an after school and summer program. Determined and enforced
disciplinary actions, applied conflict resolution/mediation. Developed and executed daily activities & schedules.
RECEPTIONIST & ASSISTANT, OREGON STATE UNIVERSITY, CORVALLIS, OR, OCTOBER 2001 – AUGUST 2003
Supported the executive assistant to the department head. Maintained department files, student information,
ongoing grants & research funding, supply ordering, scheduling, & dictation services to department professors.
Designed and implemented databases for tracking of department correspondence, student inquiries, office
equipment & supply inventory.
MANAGEMENT ASSISTANT, MUFFIN MILL BAKERY & DELI, EUGENE, OR, APRIL 1996 – SEPTEMBER 2001
Assisted retail customers in the deli. Moved into wholesale production, fulfilling wholesales orders and co-managing
input and maintenance of the accounts receivable and general daily ledgers. Strongly involved with inventory,
purchase orders, posting, and order entry databases, forms, and production schedules.