Alyssa Crawford
Torrance,CA
Summary
Driven Customer Care Representative with 2 years and 3 months of experience providing information and resources about mental health and substance use treatment screening processes. Deep passion for helping members access mental health and substance use services. Skilled in assessing member needs, triage, documenting inquiries and following current HIPPA and CA law regulations to protect members rights and privacy. Outstanding communicator offering strong phone etiquette and active listening skills.
Overview
12
12
years of professional experience
Work History
Customer Care Representative I
Carelon Behavior Health
Cerritos, CA
09.2021 - Current
- Determines eligibility for members calling to request mental health and also substance use services.
- Obtains and confirms all demographic information before proceeding (HIPPA compliance)
- Thoroughly documents inquiry using ServiceConnect.
- Answers all customer inquiries over the phone.
- After triage, warm transfers member to Clinicians for screening process.
- Provides accurate, valid, and complete information to members.
- Collects all information in organized manner for clinician.
- Able to independently research and resolve questions or concerns.
- Excellent written and oral communication skills.
Customer Service Representative
Devine Medical
Norwalk, CA
02.2017 - 04.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, online chats and emails to facilitate customer service.
Supervisor
Roundtable Pizza
Lakewood, CA
07.2011 - 10.2015
- Train workers in food preparation, and in service, sanitation, and safety procedures.
- Perform various financial activities such as cash handling, deposit preparation, and payroll.
- Supervise and participate in kitchen and dining area cleaning activities.
- Resolve customer complaints regarding food service.
- Control inventories of food, equipment, and liquor, also reports low inventory to designated personnel.
- Observe and evaluate workers and work procedures to ensure quality standards and service, and complete disciplinary write-ups.
Education
High School Diploma -
Mayfair High School
Bellflower, CA06.2011
Skills
- Great written, and oral communication skills
- Great call quality assurance
- Problem Resolution
- Call Documentation
- Member Data Confidentiality
- 45 Wpm Typing Speed
Timeline
Customer Care Representative I
Carelon Behavior Health
09.2021 - Current
Customer Service Representative
Devine Medical
02.2017 - 04.2020
Supervisor
Roundtable Pizza
07.2011 - 10.2015
High School Diploma -
Mayfair High School
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