Crystal Hawkins
Americus,GA
Summary
Dedicated customer service professional with strong conflict resolution, active listening, and critical thinking skills. Proven ability to manage high-stress situations while enhancing customer satisfaction.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Results-CX
Remote
07.2025 - Current
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Utilized CRM systems to document customer interactions and track resolution progress.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
- Conducted follow-up communications to ensure customer needs were met post-interaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Assistant Office Manager
1st Direct Products,LLC
Americus, GA
10.2016 - 07.2025
- Coordinated office operations to enhance workflow efficiency and support team productivity.
- Managed scheduling and appointment logistics for executives, ensuring optimal time management.
- Developed and maintained office filing systems, improving document retrieval processes.
- Assisted in onboarding new staff, fostering a smooth transition into company culture.
- Processed invoices and ensured timely payments to vendors.
- Maintained accurate records of accounts payable transactions.
- Reconciled vendor statements and resolved discrepancies efficiently.
Dispatcher
KB's Trucking
Americus, GA
01.2018 - 04.2023
- Coordinated daily dispatch operations, optimizing routes for timely delivery.
- Managed communication between drivers and clients to ensure seamless service.
- Utilized transportation management software for efficient load planning and tracking.
- Implemented process improvements that enhanced dispatch efficiency and reduced delays.
Case Manager
Sumter County Department of Family & Children Services
Americus GA
01.2014 - 09.2017
- Conducted comprehensive assessments to identify client needs and develop individualized service plans.
- Coordinated with community resources to facilitate access to essential services for families in crisis.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Scheduling
Timeline
Customer Service Representative
Results-CX
07.2025 - Current
Dispatcher
KB's Trucking
01.2018 - 04.2023
Assistant Office Manager
1st Direct Products,LLC
10.2016 - 07.2025
Case Manager
Sumter County Department of Family & Children Services
01.2014 - 09.2017