Crystal Caraveo
Salt Lake City,UT
Summary
Accomplished professional with a proven track record at Teleperformance USA, adept in customer service and risk management. Excelled in team building and multitasking, significantly enhancing customer satisfaction and operational efficiency. Skilled in Excel and Word, demonstrating a goal-oriented approach with a focus on continuous improvement and compliance adherence.
Overview
6
6
years of professional experience
Work History
Patient Registrar
R1 RCM, Intermountain Healthcare
09.2023 - Current
- Ensured patient privacy and confidentiality, adhering to HIPAA regulations in handling sensitive personal information.
- Facilitated timely check-in by greeting visitors and establishing purpose of visits.
- Enhanced data accuracy by diligently verifying insurance coverage, demographic information, and other essential details.
- Managed high-stress situations calmly and professionally while prioritizing multiple competing demands during peak hours or emergency situations.
- Imaged and scanned patient and registration documentation into electronic patient records.
Team Leader of Customer Experience
Teleperformance USA
10.2021 - 06.2024
- Offered training and support to keep team members motivated and working towards objectives.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Fostered positive employee relationships through communication, training, and development coaching.
- Created and distributed monthly, quarterly, and annual reports to management and team members regarding performance.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Managed and exceeded performance metrics by consistently monitoring progress against set targets, identifying areas of opportunity, and implementing action plans to address gaps.
Compliance Champion
Teleperformance USA
01.2023 - 01.2024
- Maintained and revised policy procedures for general operations of compliance programs.
- Adhered to deadlines in optimizing regulatory and operational performance.
- Organized training programs to educate company staff on benefits and consequences of complying or defying regulations.
- Planned and executed compliance audits to check company policies, procedures, and controls.
- Facilitated workshops to disseminate best practices across organization, leading to improved efficiency.
Subject Matter Expert
Teleperformance USA
08.2020 - 09.2021
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Identified key performance indicators and guided team members on refining procedures to improve outcomes.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Streamlined customer service processes for improved efficiency and increased positive feedback.
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
Member Service Representative
Teleperformance USA
01.2020 - 09.2021
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
Customer Service Representative
Concentrix
09.2018 - 08.2019
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Education
High School Diploma -
Horizonte Instruction And Training Center
Salt Lake City, UT06.2016
Skills
- Customer Service
- Multitasking
- Training & Presentation
- Risk Management
- Trend Monitoring
- Goal Oriented
- Team building
- Computer Skills- Excel and word
Languages
English
Full Professional
Spanish
Limited Working
Timeline
Patient Registrar
R1 RCM, Intermountain Healthcare
09.2023 - Current
Compliance Champion
Teleperformance USA
01.2023 - 01.2024
Team Leader of Customer Experience
Teleperformance USA
10.2021 - 06.2024
Subject Matter Expert
Teleperformance USA
08.2020 - 09.2021
Member Service Representative
Teleperformance USA
01.2020 - 09.2021
Customer Service Representative
Concentrix
09.2018 - 08.2019
High School Diploma -
Horizonte Instruction And Training Center
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