Crystal Hernandez
San Antonio,TX
Summary
While working for a great company, I answered over 200 calls a day while being efficient and solving customer issues with their checking accounts and savings accounts. I assisted customers with credit line increases credit line decreases. I also assisted customers with adding and removing employees and authorized users on their credit card accounts. De-escalate customers whenever in a difficult situation. I have over 10+ years of customer service and look forward to many more.
Overview
2026
2026
years of professional experience
Work History
Claims Processor
JPMorgan Chase
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Reviewed applications and supporting documents to verify claims eligibility and accuracy.
- Managed workload and priorities to meet claims processing meet deadlines.
- Followed up with customers on unresolved issues.
- Handled escalated customer concerns regarding claim denials or delays with empathy and professionalism.
- Identified fraudulent claims through thorough investigation and documentation of findings.
- Reduced claim processing time for faster customer service and improved satisfaction rates.
Customer Service Representative
JP Morgan Chase Bank NA
San Antonio, TX
01.2016 - 01.2026
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
John Jay High School
San Antonio, TXSkills
Since working with JP Morgan, Chase Bank from January 2016 to February 2021 I answered over 200 calls a day helped customers with business needs and consumer needs regarding their accounts Resolved customer matters efficiently answer questions regarding customers accounts provided credit line increases Credit line decreases provided solutions for a customers
From February 2021 till this date, I am now in the claims department I gather any missing information from our customers by making outbound calls and submit their disputes through visa
Timeline
Customer Service Representative
JP Morgan Chase Bank NA
01.2016 - 01.2026
Claims Processor
JPMorgan Chase
High School Diploma -
John Jay High School