Crystal Hoffler
Arlington,TX
Overview
8
8
years of professional experience
Work History
Technical Support Representative
UnitedHealth Group
Irving, TX
12.2023 - 07.2025
- Diagnosed and resolved login authentication and technical access issues, demonstrating strong problem-solving and customer service skills.
- Monitored and coached team calls to improve customer experience, ensuring compliance with HIPAA and company protocols.
- Compiled and analyzed daily performance reports to identify trends and support continuous process improvement.
- Collaborated with leadership to provide team support, improve workflows, and enhance overall efficiency.
- Monitored project progress and ensured alignment with organizational goals and timelines.
- Documented customer interactions in CRM system for accurate tracking and follow-up.
- Resolved technical issues for customers via phone and chat support, ensuring timely solutions.
Benefit Advocate – Medicare/Medicaid Support
UnitedHealth Group
Irving, TX
11.2020 - 12.2022
- Delivered compassionate and professional customer service, resolving member inquiries on benefits, claims, deductibles, and out-of-pocket costs.
- Processed appeals and grievances with attention to accuracy, compliance, and confidentiality under HIPAA guidelines.
- Documented and updated member accounts to ensure timely resolution and follow-up.
- Utilized active listening, empathy, and conflict resolution skills to effectively de-escalate challenging situations.
- Facilitated benefit enrollment processes for clients, ensuring accurate and timely submissions.
- Provided comprehensive support to clients regarding health plan options and eligibility criteria.
Store Attendant
Target
Tucker, GA
11.2017 - 01.2018
- Delivered expert guidance on product inquiries to elevate customer satisfaction during shopping experiences.
- Arranged and maintained organized merchandise displays to support customer navigation and improve visual appeal.
- Streamlined transaction workflows utilizing point-of-sale systems to facilitate rapid customer checkouts.
- Executed inventory replenishment processes to minimize stockouts and enhance customer satisfaction.
- Assisted customers with product inquiries, enhancing overall shopping experience.
- Maintained organized merchandise displays, improving store aesthetics and accessibility.
- Processed transactions efficiently using point-of-sale systems to ensure quick checkouts.
- Collaborated with team members to execute promotional events and sales initiatives.
Education
High School Diploma - Computer Science, robotics, statistics
Tidewater Tech
Virginia Beach10-2023
Skills
- Claims & Benefits Processing (Medicare, Medicaid)
- Customer Service (Inbound/Outbound)
- EDI Transactions & Portal Navigation
- HIPAA / FDCPA Compliance
- Technical Troubleshooting (OTP, Browser Issues)
- Call Documentation & Reporting
- Escalation Management
- Team Coordination / Assistant Team Lead
- Emotional Intelligence
- Crisis Response
- Microsoft Office
- Google Suite
- Workday
- Microsoft Word
- Microsoft Excel
- Documentation Review
- Communication Skills
- Time Management
- Technical support
- Technical troubleshooting
- Product troubleshooting
- Remote support
Timeline
Technical Support Representative
UnitedHealth Group
12.2023 - 07.2025
Benefit Advocate – Medicare/Medicaid Support
UnitedHealth Group
11.2020 - 12.2022
Store Attendant
Target
11.2017 - 01.2018
High School Diploma - Computer Science, robotics, statistics
Tidewater Tech