Crystal Cotton
Rowlett
Summary
Professional with focus on claims evaluation and resolution. Adept at analyzing complex information, negotiating settlements, and ensuring compliance with regulations. Known for strong teamwork and adaptability, driving results in fast-paced environments. Skilled in customer communication, conflict resolution, and decision-making.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Warranty Claims Adjuster
American Auto Shield
09.2020 - 10.2025
- Evaluated the degree of liability exposure through thorough investigation tactics.
- Made approval or denial decisions for each claim by reviewing evidence, estimates, and photographs and then determining if the written estimate is supported/justified.
- Evaluated claims and set financial incurred to protect the company's interest.
- Provided high-quality customer service while efficiently moving files to authorized status.
Call Center Representative/Customer Service
Client Services Inc.
05.2016 - 09.2020
- Handled inbound and outbound calls with the objective of collecting delinquent accounts
- Researched, analyzed, and settled all customer billing disputes.
- Developed new processes to reduce aged accounts from up to 120 to 0 days.
- Negotiated settlements and established promise to pay.
- Performed skip tracing and updated customer information in the data system.
- Achieved recovery of 80% of bad accounts.
- Classified overdue accounts for efficient collections.
- Adapted to changes at work (products, services, policies).
- Skills: Excel, Administrative Experience, Microsoft Outlook
Asset Specialist/ Medical Supply Technician
Hill-Rom
06.2013 - 05.2016
- Enhanced training processes for both clients and departments to increase overall functionality.
- Established solid client base by identifying company resources, determining client risk factors and promoting solutions that alleviated risk potential.
- Provided meaningful solutions by garnering teams of risk management specialists to meet client needs.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Track & Stock all medical Equipment, Deal with and solve all problems related to medical equipment.
- Provide excellent customer service while conducting contracted services in conjunction with both Asset Advantage contracted activities, as well as ensuring product readiness for patient utilization for a wide range of Hill-Rom beds and surfaces.
- This position requires direct customer and patient contact and will include patient transfers.
- Product readiness involves cleaning and preparing equipment for use once it has been returned to inventory.
- This position also utilizes a PC based computer system to track medical equipment
- Highlights
- Very strong understanding of a wide variety of medical terminology
- Excellent computer and Internet skills
- Exceptional teamwork attitude that enhances team effort
- Very well-versed in state and federal laws regarding medical supplies
- Able to work well with outside vendors
- Strong communication skills with management and coworkers
Education
Medical Assistant -
Midwest Institute
01.2018
High School Diploma -
Roosevelt High School
St Louis, MO05-2006
Skills
- Policy interpretation
- Debt collection negotiation
- Microsoft Office
- Claim investigation
- Efficiently processing insurance claims - Largest number of insurance claims processed weekly (50-100 claims)
- Insurance claim processing - Experience processing insurance claims (3-5 years)
- Organizational skills
- Customer complaint resolution
- Regulatory compliance in claims processing
- Risk Management
- Call Center
- CRM system proficiency
- Attention to detail
Certification
Driver's License
Languages
Bilingual
Timeline
Warranty Claims Adjuster
American Auto Shield
09.2020 - 10.2025
Call Center Representative/Customer Service
Client Services Inc.
05.2016 - 09.2020
Asset Specialist/ Medical Supply Technician
Hill-Rom
06.2013 - 05.2016
Medical Assistant -
Midwest Institute
High School Diploma -
Roosevelt High School