Krystal Smith
Columbia,SC
Summary
Experienced Customer Support Analyst who has extensive call center experience and a passion for helping people. Adept at utilizing computer software helping to develop a sense of teamwork in a group and improving repeat business with good customer service practices.
Overview
8
8
years of professional experience
Work History
Customer Support Analyst
Prisma Health
09.2021 - Current
- First point of contact for customers and medical staff for questions related to accounts
- Ensures full resolution of customers and medical staff issues via utilization of multiple software systems
- Responsible for providing assistance to team members
- Responsible for completing yearly skills training in company policy and HIPAA compliance
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Skilled at working independently and collaboratively in team environment.
- Receives on average 100 calls per day
Customer Service Representative
UnitedHealthcare
08.2020 - 09.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to employee inquiries regarding compliance regulations and procedures.
- Maintained HIPAA compliance
- Collaborated with sales and marketing departments and other business units to address indications of improper sales practices and market conduct violations.
Cashier/Customer Service
Pitt Stop Convenient Store
08.2019 - 08.2020
- Operated cash register for cash, check, and credit card transactions with excellent
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Participated in inventory control and loss-prevention programs to reduce shortage.
Teacher's Assistant
St. Andrews Baptist Preschool
07.2018 - 01.2019
Driver
Absolute Transportation
05.2018 - 08.2018
Customer Service
Corner Pantry
08.2017 - 05.2018
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Communicated inventory needs and customer requests to supervisor to
- Promoted customer satisfaction by addressing or escalating concerns for quick resolution.
Customer Service
Medcom Answering Service
12.2016 - 02.2017
Network Support Intern
On Demand Network Solutions
11.2016 - 12.2016
- Organized Active Directory: provision accounts, moved OU's, add and removed user groups
- Applied the ITIL service model for delivering and supporting IT service Management Applications
- Assisted technical support and developers with support issues and problem resolutions
- Installed, maintained servers, and server applications.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
Tier 2 Technical Support Specialist
Support.com
10.2015 - 11.2016
- Answered the highest number of calls during elevated call volume
- Collaborated with 3rd party vendors for all hardware support and replacements
- Provided on call support during outages, maintenance, and random overnight technical issues
- Escalate all Tier two and Tier three inquiries and issues, based on documented processes, policies, and procedures, to the appropriate help desk through remedy.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
Education
Associates of Arts - Computer Science
University of Phoenix
Phoenix, AZ10.2015
Skills
- Active directory
- Remedy
- Tech Support
- Help Desk
- Customer Service (2 years)
- Data Entry (1 year)
- Sales Experience (1 year)
- Microsoft Windows
- Operating Systems
- Computer Science
- Computer Networking
- Microsoft Windows Server
- Support End-Users
- Customer Retention
- Customer Interaction
- Customer Feedback
Timeline
Customer Support Analyst
Prisma Health
09.2021 - Current
Customer Service Representative
UnitedHealthcare
08.2020 - 09.2021
Cashier/Customer Service
Pitt Stop Convenient Store
08.2019 - 08.2020
Teacher's Assistant
St. Andrews Baptist Preschool
07.2018 - 01.2019
Driver
Absolute Transportation
05.2018 - 08.2018
Customer Service
Corner Pantry
08.2017 - 05.2018
Customer Service
Medcom Answering Service
12.2016 - 02.2017
Network Support Intern
On Demand Network Solutions
11.2016 - 12.2016
Tier 2 Technical Support Specialist
Support.com
10.2015 - 11.2016
Associates of Arts - Computer Science
University of Phoenix
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