Cristal Quails
Baltimore,MD
Summary
Friendly, organized, and customer-focused individual with over 5 years of experience in customer service, specializing in both verbal and written communication. Skilled at multitasking, resolving conflicts, and maintaining office security while ensuring a positive customer experience. Detail-oriented with a strong ability to handle customer inquiries, manage records, and maintain a calm and professional demeanor.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Registered Behavior Technician (RBT)
Attain ABA
03.2024 - Current
- Promoted positive behavior change by utilizing reinforcement strategies, token economies, and behavior contracts.
- Improved client behavior by implementing individualized ABA therapy plans and tracking progress.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Prevented instances of maladaptive behavior escalation using de-escalation techniques while maintaining a safe environment for both staff members and clients alike.
- Maintained detailed records of client progress, enabling data-driven decision making for intervention adjustments and goal development.
- Empowered clients to self-advocate by teaching them effective communication strategies and adaptive coping mechanisms.
Security Officer
Allied Universal Security
04.2023 - 02.2025
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Improved overall security by conducting regular patrols and monitoring surveillance systems.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
BCPS HealthCare Coordinator / Administrative Assis
Kennedy Services
03.2022 - 01.2023
- Managed establishment of healthcare processes within schools amid the pandemic.
- Directed patient record management.
- Communicated effectively with staff, patients, and families, maintaining a positive experience.
BCPS District Administrative Assistant
Kennedy Services
01.2022 - 03.2022
- Organized and maintained a comprehensive records management system, ensuring easy access to important documents for all staff members when needed.
- Promoted a positive work atmosphere with exceptional interpersonal skills while engaging with colleagues, parents, students, or visitors at all levels of the organization.
- Boosted staff productivity by providing comprehensive administrative support to teachers and administrators within the district.
- Enhanced district-wide communication by coordinating meetings, conferences, and events for staff and stakeholders.
Roadside Assistant Agent (Remote Dispatcher)
Aston Carter
06.2021 - 12.2021
- Demonstrated expertise in utilizing tools and equipment necessary for successful roadside assistance operations.
- Continuously expanded knowledge of vehicle systems and common issues to better diagnose problems and provide accurate solutions.
- Streamlined communication with customers, dispatchers, and other service providers to facilitate seamless roadside assistance experiences.
- Collaborated with fellow team members to provide comprehensive support during high-volume periods or complex service calls.
- Assisted customers in navigation towards nearby repair facilities or safe locations following completion of roadside assistance tasks.
Claims Specialist / Customer Service Representativ
Kansas Department of Labor
01.2021 - 06.2021
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
Customer Service Representative
Concentrix
06.2018 - 01.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Kennel Attendant / Customer Service
Best Friends Furever
03.2014 - 06.2018
- Maintained a clean and sanitary kennel environment through daily cleaning tasks, ensuring the comfort and well-being of all animals.
- Monitored and maintained food and water of boarded animals according to animal dietary health guidelines.
- Enhanced customer satisfaction by providing attentive and compassionate service during pet drop-offs and pickups.
- Demonstrated a strong commitment to animal care by working flexible hours, including nights, weekends, and holidays as needed.
- Reduced stress levels for animals during their stay by creating a calm and nurturing environment that catered to individual needs.
- Streamlined daily routines by developing efficient systems for feeding, walking, cleaning, and medicating multiple animals throughout the day.
Event Security Guard
Safe Management, Russell Street
04.2014 - 01.2016
- Monitored crowd behavior to prevent altercations, intervening when necessary to maintain a peaceful atmosphere.
- Enhanced event safety by conducting thorough pre-event security assessments and identifying potential risks.
- Permitted entry with escort for approved persons into secure locations.
- Completed full building and grounds patrols to spot and investigate concerns.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Improved overall guest experience by providing helpful information and assistance when needed, while maintaining vigilance for potential threats or issues.
Education
Frederick Douglass High
Baltimore, MD06.2018
Skills
- Customer Service Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Conflict Resolution Data Entry & Management Time Management
- Organizational Skills Record Keeping Written & Verbal Communication
- Problem Solving Software Troubleshooting Crisis Management
- Behavioral Management Special Education Working with Individuals with Disabilities
- Scheduling Appointment Coordination Legal Drafting
Certification
- First Aid Certification
- CPR/AED Certification
- Crisis Prevention Institute (CPI) Certification - Crisis Prevention Institute.
Timeline
Registered Behavior Technician (RBT)
Attain ABA
03.2024 - Current
Security Officer
Allied Universal Security
04.2023 - 02.2025
BCPS HealthCare Coordinator / Administrative Assis
Kennedy Services
03.2022 - 01.2023
BCPS District Administrative Assistant
Kennedy Services
01.2022 - 03.2022
Roadside Assistant Agent (Remote Dispatcher)
Aston Carter
06.2021 - 12.2021
Claims Specialist / Customer Service Representativ
Kansas Department of Labor
01.2021 - 06.2021
Customer Service Representative
Concentrix
06.2018 - 01.2021
Event Security Guard
Safe Management, Russell Street
04.2014 - 01.2016
Kennel Attendant / Customer Service
Best Friends Furever
03.2014 - 06.2018
Frederick Douglass High
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