Crystal Gulley
Rockford,IL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
21
21
years of professional experience
Work History
Customer Service Representative II
Rockford Mutual Insurance Company
12.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Certified Medical Assistant
Swedish American
10.2020 - 12.2021
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Called and faxed pharmacies to submit prescriptions and refills.
- Provided compassionate care for patients, addressing their concerns and ensuring a positive experience.
- Completed EKGs and other tests based on patient presentation in office.
Certified Medical Assistant
Crusader Community Health
08.2017 - 10.2020
- Assisted physicians with various procedures, ensuring comfort and accuracy for optimal patient outcomes.
- Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions.
- Oriented and trained new staff on proper procedures and policies.
Customer Service Representative
Alorica
08.2003 - 07.2017
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
Education
Bachelor of Science - Business Management
Rasmussen University
Ocala, FL06.2024
Medical Assisting Diploma - Medical Assisting
Rasmussen College
Rockford, IL08.2017
Associate of Arts - General
Rock Valley College
Rockford, IL05.2014
High School Diploma -
Papillion La Vista Senior High School
Papillion, NE05.1999
Skills
- Data Entry
- Customer Service
- Clerical Support
- Problem-solving abilities
- Call center experience
- Technical Support
- De-Escalation Techniques
Timeline
Customer Service Representative II
Rockford Mutual Insurance Company
12.2021 - Current
Certified Medical Assistant
Swedish American
10.2020 - 12.2021
Certified Medical Assistant
Crusader Community Health
08.2017 - 10.2020
Customer Service Representative
Alorica
08.2003 - 07.2017
Bachelor of Science - Business Management
Rasmussen University
Medical Assisting Diploma - Medical Assisting
Rasmussen College
Associate of Arts - General
Rock Valley College
High School Diploma -
Papillion La Vista Senior High School
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