Crystal De Los Santos
Appleton,WI
Summary
Experienced Customer Service Supervisor bringing 10+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
13
13
years of professional experience
1
1
Certification
Work History
BANQUET BARTENDER/SERVER/CATERER
BRIDGEWOOD HOTEL AND CONFERENCE CENTER
NEENAH, WI
10.2023 - Current
- Prepared for events by setting up the bar, stocking supplies, and arranging tables.
- Set up glassware, liquor, and other necessary supplies for special events.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
- Upheld strict regulations for safe alcohol service and food safety.
- Poured and prepared mixed drinks for over 100 customers daily
BARTENDER/SERVER
ROOKIES SPORTS BAR & GRILL
Appleton, WI
11.2019 - 05.2023
- Take food and beverage orders from guests and deliver product within reasonable time frames
- Greet patrons promptly and cordially, exhibiting excellent guest service skills
- Recruited and trained new bartenders and barbacks to help maintain talented team.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
CUSTOMER SERVICE SUPERVISOR - UCARE
CONTRACT WORK ASTON CARTER STAFFING AGENCY
Appleton, WI
07.2022 - 10.2022
- Tracked new-hire training class of 25 on attendance and adherence as well as monitored attentiveness and make sure everyone is on camera
- Tracked participation in role-play activities and class discussions; take notes of positives and negatives of everyone from class
- Review new hire calls and provide feedback to their respective supervisor and other UCare leadership
- Create and distribute weekly recap of training class
- Monitor metrics and develop actionable insights to improve efficiency and performance
MEDICAL MANAGEMENT SPECIALIST - ANTHEM BCBS
CONTRACT WORK AEROTEK STAFFING AGENCY
Appleton, WI
06.2021 - 06.2022
- Conducted initial review of documents to determine appropriate action required
- Build and process requests for prior authorizations
- Assist management with escalations and complex cases that require research and attention to detail
- Communicate with providers and facilities regarding precertification requirements
- Reviewed clinical information to determine if the request meets medical criteria and contract benefits according to Medicaid and company policy, strict adherence to HIPAA regulations
- Create, revise, and update department step-by-step training materials.
CLAIMS PROCESSOR SUPERVISOR - WPS
CONTRACT WORK AEROTEK STAFFING AGENCY
Appleton, WI
02.2020 - 12.2020
- Demonstrate knowledge of company's mission, purpose, goals, and ability to help employees successfully achieve them
- Supervise team of up to 45 claims processors
- Measure team performance and report metrics to leadership; support and encourage specialist through coaching to excel past goals
- Run reports to determine whether team's performance metrics are achieved; keep spreadsheet current of team's metrics and stats.
- Evaluate accuracy and quality of data entered into agency management system.
BAR MANAGER
C&C TAVERN
Neenah, WI
02.2015 - 11.2020
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks and customer-focused events
- Knowledge and practice in food preparation and grill operation
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers
- Excellent customer service skills; detail oriented and positive attitude.
PRIOR AUTHORIZATION SUPERVISOR
NAVITUS HEALTH SOLUTIONS
Appleton, WI
08.2015 - 06.2017
- Supervised team of 4 prior authorization coordinators
- Created and implemented training program for new hires
- Effectively supervised day-to-day coordinator and mailroom operations of a busy customer service department
- Automated printing process in mail room for client specific member letters; updated over 500 letters to be compatible with new software
- Completed metric specific audits for clients with 100% accuracy
- Measured team performance and reported metrics to leadership; supported and encouraged specialists to excel past goals.
HEALTH INSURANCE REPRESENTATIVE/TEAM LEADER
ALTA RESOURCES
Appleton, WI
10.2010 - 03.2015
- Oversaw team of up to 17 Customer Service Representatives
- Trained 6 new temporary team leads as well as new hires to transition into roles
- Overall, the leadership team conducted 1,000+ interviews in 3 months
- Communicated with client on daily basis with updates and corrected any errors/escalations
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching goals.
Education
Associate of Applied Science - Business Management
FOX VALLEY TECHNICAL COLLEGE
Appleton, WI12.2014
Associate of Applied Science - Marketing
FOX VALLEY TECHNICAL COLLEGE
Appleton, WI05.2011
Skills
- Excellent Verbal & Written Communication
- Escalation Management; Works well under pressure
- Analytical and Problem Resolution Skills
- Quick Learner & Detail oriented
- Team building & Training
- Outstanding customer service
- Computer Proficient in all Microsoft programs and internet
- Patience & Empathy
- Data Entry
- Interviewing Clients
- Telephone Etiquette
Certification
Responsible Beverage License
Timeline
BANQUET BARTENDER/SERVER/CATERER
BRIDGEWOOD HOTEL AND CONFERENCE CENTER
10.2023 - Current
CUSTOMER SERVICE SUPERVISOR - UCARE
CONTRACT WORK ASTON CARTER STAFFING AGENCY
07.2022 - 10.2022
MEDICAL MANAGEMENT SPECIALIST - ANTHEM BCBS
CONTRACT WORK AEROTEK STAFFING AGENCY
06.2021 - 06.2022
CLAIMS PROCESSOR SUPERVISOR - WPS
CONTRACT WORK AEROTEK STAFFING AGENCY
02.2020 - 12.2020
BARTENDER/SERVER
ROOKIES SPORTS BAR & GRILL
11.2019 - 05.2023
PRIOR AUTHORIZATION SUPERVISOR
NAVITUS HEALTH SOLUTIONS
08.2015 - 06.2017
BAR MANAGER
C&C TAVERN
02.2015 - 11.2020
HEALTH INSURANCE REPRESENTATIVE/TEAM LEADER
ALTA RESOURCES
10.2010 - 03.2015
Associate of Applied Science - Business Management
FOX VALLEY TECHNICAL COLLEGE
Associate of Applied Science - Marketing
FOX VALLEY TECHNICAL COLLEGE
Responsible Beverage License
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