Summary
Overview
Work History
Education
Skills
Timeline
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Crinysha Woulard

Summary

Professional with extensive experience in customer service, prepared to excel in customer-centric role. Skilled in resolving issues, ensuring customer satisfaction, and maintaining high standards. Strong focus on teamwork, adaptability, and achieving results. Reliable and flexible, with excellent communication and problem-solving skills.

Overview

13
13
years of professional experience

Work History

Certified Nursing Assistant

The Summit
03.2023 - Current
  • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
  • Transported patients between rooms and appointments or testing locations.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
  • Observes, reports and documents symptoms and conditions of residents for changes in condition such as skin, behavior, alertness, weight, dietary and participation in activities

Customer Care Advisor/Collector I

Sallie Mae
07.2018 - Current
  • Utilize product knowledge to handle customer phone inquiries
  • Educate customers on transitioning into repayment and payment options
  • Process payments and take ownership of researching customer concerns regarding their accounts
  • Trained to handle inbound Specialty and Demographic Update Calls and Escalation Calls
  • Skilled at working independently and collaboratively in a team environment.
  • Mentor new hires on providing World Class customer service
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.

Fraud Claims Analyst

Bank of America
09.2017 - 07.2018
  • Review customer claims and accounts for the prevention and detection of possible fraud
  • Analyze levels of risk and fraud type to make decisions to directly impact the customer experience and risk to the Corporation
  • Navigate multiple computer systems while interacting with the customer or third party for verification of account transactions
  • Employ multi-dialing phone systems, Credit and Debit transactions using Flash Pad and EPIC systems
  • Conducted thorough investigations into each claim, gathering relevant data and documentation to support decision-making processes.
  • Documented information gathered in field and uploaded data to company database for efficient processing using Epic.

Collections Specialist

Navient
11.2014 - 04.2017
  • Contact Department of Education student loan customers through inbound and outbound calls
  • Reduce delinquency and secure payments from delinquent customers while mentoring peers on late age collection techniques
  • Counsel and educate customers on all available Repayment, Deferment, and Forbearance options to resolve delinquency
  • Demonstrate creative thinking skills to meet and exceed daily, weekly, and monthly goals
  • Perform deep skip tracing to locate customers using Lexis Nexis, Innovis, Accurint and Microsoft Office
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
  • Used skip tracing and other techniques to locate debtors.

Pharmacy Technician

Walgreens
12.2011 - 11.2014
  • Receive written prescription or refill requests and verify patient information is complete and accurate
  • Assist the pharmacist by responding to patient requests and questions by phone and instore
  • Mix pharmaceutical preparations according to written request
  • Experience with Automatic Bottle filling Machines, Syringes, Billing and Reimbursement software, cash registers, prescription label printers, Patient Record Maintenance software, and Prescription Processing software

Education

Highschool Diploma - Medical Assistant Vocational Certificate

St. Georges Vocational Technical Highschool
Middletown, DE
05.2013

Skills

  • Call center experience
  • Complaint Handling
  • Payment Processing
  • Customer satisfaction measurement
  • Appointment Scheduling

Timeline

Certified Nursing Assistant

The Summit
03.2023 - Current

Customer Care Advisor/Collector I

Sallie Mae
07.2018 - Current

Fraud Claims Analyst

Bank of America
09.2017 - 07.2018

Collections Specialist

Navient
11.2014 - 04.2017

Pharmacy Technician

Walgreens
12.2011 - 11.2014

Highschool Diploma - Medical Assistant Vocational Certificate

St. Georges Vocational Technical Highschool

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Crinysha Woulard