Crystal Enich
Orlando,FL
Summary
Dedicated professional with 18 years of diverse experience seeking a Customer Service Rep role. Proven expertise as a Fraud Specialist at Navy Federal Credit Union, handling complex customer issues and cash transactions. Strong skills in communication, customer support, and documentation review, complemented by a solid background in financial services and technical support.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Sedgwick Claims Management
Orlando, FL
06.2025 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
- Guided team in implementing updated service protocols, improving response times.
- Trained new representatives on product knowledge and customer engagement techniques.
- Collaborated with cross-functional teams to streamline processes and reduce escalation rates.
- Analyzed customer feedback to identify trends, driving improvements in service offerings.
- Mentored junior staff, fostering a culture of continuous improvement and excellence in service delivery.
- Developed training materials for onboarding programs, ensuring consistency in service standards.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Fraud Specialist
Navy Federal Credit Union
Pensacola, FL
11.2022 - 08.2024
- Managed investigations of credit card and debit card fraud, ensuring timely resolution and customer satisfaction
- Analyzed fraud trends and patterns to improve security measures and prevent future fraudulent activities
- Handled Home Equity Line of Credit (HELOC) fraud cases and cash handling tasks, maintaining accuracy and compliance with financial regulations
Entry Wellness Screener
Sacred Heart Hospital
Pensacola, FL
08.2020 - 10.2022
- Conducted entry screenings for hospital visitors, effectively identifying symptoms such as fever and ensuring compliance with COVID-19 safety protocols
- Engaged with individuals entering the facility by asking targeted questions to assess potential COVID-19 exposure and symptoms
Cargo Agent
Global Security
Miami, FL
03.2017 - 07.2018
- Ensured the secure and efficient handling of cargo pallets at Miami International Airport, maintaining high standards of safety and accuracy during loading operations
- Monitored and maintained the integrity of cargo pallets from preparation through to aircraft loading, preventing mishandling and ensuring compliance with security protocols
Supervisor
All Discount Lawn Service
Miami, FL
06.2005 - 07.2018
- Reviewed team performance and ensured quality control, leading to improved service delivery and successful completion of land contracts
- Managed client proposals and coordinated property maintenance tasks, such as trash removal, lock changes, and palm tree planting, enhancing operational efficiency
Driver Helper
UPS
Miami, FL
10.2015 - 01.2016
- Assisted delivery drivers in efficiently distributing packages, ensuring timely and accurate delivery to enhance customer satisfaction
- Contributed to maintaining organized loading areas, optimizing route planning, and reducing delivery times during peak seasonal periods
Shift Leader
Kmart, Sears Holding
North Miami Beach, FL
09.2010 - 02.2013
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Enforced company policies and regulations with employees.
Front Desk Receptionist
MCO Construction and Services, Inc.
Miami, FL
03.2004 - 06.2011
- Answered and directed phone inquiries, managed appointment scheduling, and provided administrative support by preparing PowerPoint presentations and typing proposals
- Facilitated communication and organizational tasks by attending meetings and assisting with travel arrangements
Education
High school diploma - General Education
Cornerstone Alternative Charter High School
Townsend, GA06.2020
Skills
- Customer Service
- Retail
- Landscaping
- Security
- Telemarketing
- Sales Support
- Retail Sales
- Loss Prevention
- Cold Calling
- Inside Sales
- Sales Management
- Surveillance
- Merchandising
- Freight Experience
- Recruiting
- Negotiation
- Documentation Review
- Leadership
- Outside Sales
- Payroll
- Account Management
- Salesforce
- Presentation Skills
- Food Safety
- Pricing
- Business Development
- CRM Software
- Project Management
- Microsoft Outlook
- Administrative Experience
- Management
- Upselling
- Purchasing
- Google Docs
- Medical Terminology
- Research
- Quality Assurance
- Profit & Loss
- Microsoft PowerPoint
- Medical Receptionist
- Dental Office Experience
- Medical Office Experience
- Warehouse Experience
- Shipping & Receiving
- RF Scanner
- Customer Support
- Medical Coding
- Assembly
- Technical Support
- Mobile Devices
- Supervising Experience
- Human Resources
- Route Driving
- Hotel Experience
- Guest Relations
- Custodial Experience
- Fraud
- Banking
- Financial Services
- Communication Skills
- Medical Billing
- Medical Records
- Teaching
- Front Desk
- Investment
- Cash Handling
- Typing
- Care Plans
Certification
- Driver's License
- Guard Card
Timeline
Customer Service Representative
Sedgwick Claims Management
06.2025 - Current
Fraud Specialist
Navy Federal Credit Union
11.2022 - 08.2024
Entry Wellness Screener
Sacred Heart Hospital
08.2020 - 10.2022
Cargo Agent
Global Security
03.2017 - 07.2018
Driver Helper
UPS
10.2015 - 01.2016
Shift Leader
Kmart, Sears Holding
09.2010 - 02.2013
Supervisor
All Discount Lawn Service
06.2005 - 07.2018
Front Desk Receptionist
MCO Construction and Services, Inc.
03.2004 - 06.2011
High school diploma - General Education
Cornerstone Alternative Charter High School