Crystal Gunter
Waxahachie,TX
Summary
Motivated Rehabilitation Assistant with a comprehensive background in vocational rehabilitation support, case management, and customer service. Skilled at assisting individuals in transitional phases by utilizing strong assessment and problem-solving abilities. Seeking to leverage my expertise and growing knowledge in rehabilitation studies to excel as a Transitional Vocational Rehabilitation Counselor.
Overview
17
17
years of professional experience
Work History
Rehabilitation Assistant
Texas Workforce Solutions
Remote
10.2023 - Current
- Provide essential information regarding VR programs and services to customers, vendors, and stakeholders
- Assist with intake processes, creating and maintaining accurate case management forms/files through electronic case management systems
- Support VR counselors in eligibility certification and service delivery tasks for individuals applying for VRS programs
- Maintain strong working relationships with providers, businesses, and staff to ensure comprehensive service delivery
- Prepare and review reports for accuracy in monitored services, ensuring compliance with agency standards
- Participate in Vocational Rehabilitation Services (VRS) training and professional development.
Customer Service Specialist
Baylor Scott & White Health
Dallas, TX
11.2021 - 10.2022
- Handled escalated grievances including overpayments, billing reviews, and provider complaints, maintaining a 4.8 patient satisfaction rating
- Utilized EPIC systems to manage patient responsibility and coordinate care with providers and third-party services
- Generated accounts receivable reports and processed financial documentation through Medicare and Medicaid.
Manager
J. M. Gunter Trucking LLC
Dallas, TX
01.2018 - 10.2022
- Directed daily operations, ensuring compliance with safety regulations and managing client grievances to improve satisfaction
- Led contract negotiations and supervised hiring and onboarding processes.
Customer Care Coordinator
Hilton Worldwide
Dallas, TX
03.2016 - 03.2018
- Resolved complex account issues and inquiries, achieving first-call resolution and delivering exceptional customer service
- Educated members on loyalty program benefits and handled technical service inquiries.
Contact Representative
Internal Revenue Service
Dallas, TX
11.2014 - 03.2016
- Assisted taxpayers with account inquiries, achieving 100% on monitoring evaluations through one-call resolution of complex issues
- Utilized various internal systems to provide proactive service and ensure compliance with tax regulations.
Payment Posting Specialist
Christus Healthcare
Dallas, TX
04.2014 - 11.2014
- Resolved billing discrepancies and worked with Medicare, Medicaid, and commercial insurers to ensure timely and accurate payments.
Senior Customer Service Representative
Aetna
Dallas, TX
07.2012 - 04.2014
- Assisted customers with claims interpretation and reprocessing, increasing member satisfaction and financial outcomes.
Operations Manager
Home Depot
Dallas, TX
10.2007 - 07.2012
- Supported store operations and customer service initiatives, managing associates and resolving customer concerns to boost profitability.
Education
B.S. in Rehabilitation Studies -
University of North Texas
Online12.2025
High School Diploma -
Skyline High School
Dallas, Texas06.2005
Skills
- Caseload Coordination
- Critical-thinking skills
- Interpersonal skills
- Active Listening Proficiency
- Advocacy
- Cultural Awareness
- Professional Networking
- Collaborative Problem-Solving
Volunteer Experience
- Case Manager, Youth Positive Impact Coaching, 07/01/22, Present, Provide case management for at-risk youth, compiling documentation and ensuring compliance with Medicaid guidelines., Analyze client needs and develop action plans for service delivery.
- Co-Founder, Team Up To Gear Up, 07/01/24, Present, Partner with community members to provide sports equipment for at-risk youth, promoting healthy lifestyle choices and community engagement.
Timeline
Rehabilitation Assistant
Texas Workforce Solutions
10.2023 - Current
Customer Service Specialist
Baylor Scott & White Health
11.2021 - 10.2022
Manager
J. M. Gunter Trucking LLC
01.2018 - 10.2022
Customer Care Coordinator
Hilton Worldwide
03.2016 - 03.2018
Contact Representative
Internal Revenue Service
11.2014 - 03.2016
Payment Posting Specialist
Christus Healthcare
04.2014 - 11.2014
Senior Customer Service Representative
Aetna
07.2012 - 04.2014
Operations Manager
Home Depot
10.2007 - 07.2012
B.S. in Rehabilitation Studies -
University of North Texas
High School Diploma -
Skyline High School
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