Crystal James Soto
Greensboro,NC
Overview
21
21
years of professional experience
Work History
Member Service Advocate
Convey Health Solutions
Greensboro, NC
10.2025 - Current
- Provides dedicated support to organization members, primarily by resolving inquiries regarding benefits, claims, and service usage via phone, email, or chat.
- Educate members, assist with navigation of complex systems (such as health insurance), and act as an internal liaison to ensure high satisfaction.
- Key skills include empathetic communication, problem-solving, and proficiency in CRM tools.
Cosmetologist
Greensboro, NC
05.2015 - 08.2025
- Performed a wide range of cosmetology services including haircuts, styling, coloring, and chemical treatments
- Maintained a loyal client base by providing exceptional customer service and personalized consultations
- Stayed up-to-date with the latest trends in hairstyles, makeup techniques, and beauty products through continuous education and training
- Utilized various tools and equipment such as scissors, razors, curling irons, straighteners, and blow dryers to achieve desired results
- Demonstrated expertise in different cutting techniques including layered cuts, blunt cuts, pixie cuts, and fades for both men and women's hairstyles
- Maintained cleanliness of workstations by sanitizing tools after each use to ensure a hygienic environment for clients
- Educated clients about proper hair care routines at home including product recommendations tailored to their specific needs
- Adhered strictly to state regulations regarding sanitation practices in order to maintain a safe working environment
- Participated in regular team meetings where new techniques were shared among colleagues
- Assisted senior stylists with complex procedures such as keratin treatments or extensions
- Managed inventory of salon supplies, ensuring adequate stock levels for smooth operations
- Implemented new marketing strategies such as social media campaigns to attract a younger clientele base
- Conducted thorough consultations with clients prior to any service, ensuring clear understanding of their expectations and desired outcomes
- Suggested appropriate hair care products based on individual client needs, resulting in increased retail sales by XX%
- Maintained accurate records of client preferences, allergies, and previous services for personalized experiences during subsequent visits
- Collaborated with colleagues on creative photo shoots or fashion shows to showcase hairstyling skills
- Managed appointment scheduling system efficiently to maximize productivity while accommodating client preferences
- Styled hair for special occasions such as weddings or proms using creative techniques like updos or braids
- Provided scalp massages during shampooing to enhance relaxation for clients during salon visits
- Collaborated with clients to understand their desired look and provided expert advice on suitable styles that complemented their features
- Applied professional-grade hair color products to create vibrant shades or subtle highlights based on client preferences
CSR I
The Adecco Staffing
Greensboro, NC
11.2022 - 02.2024
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
- Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
- Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
- Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
- Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings
- Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
- Increased efficiency by suggesting and implementing process improvements that reduced average handling time for customer inquiries
- Collaborated with the product development team to provide valuable customer feedback on product features, usability, and enhancements
- Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
- Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Upsold additional products or services to customers based on their needs and preferences
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
Customer Service Specialist
Alorica
Greensboro, NC
04.2022 - 08.2022
- Effectively handled irate or upset customers by remaining calm under pressure and actively listening to their concerns before offering appropriate solutions
- Participated in regular training sessions to stay updated on product knowledge, industry trends, and best practices for delivering excellent customer service
- Maintained detailed records of all customer interactions using CRM software, ensuring accurate documentation for future reference
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions, resulting in a XX% decrease in escalated cases
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time of XX minutes
Retail Sales Associate
Walmart
Greensboro, NC
08.2014 - 03.2015
- Provided exceptional customer service, ensuring a positive shopping experience for all customers
- Demonstrated expertise in product features and benefits to assist customers in making informed purchasing decisions
- Built strong relationships with repeat customers, resulting in XX% increase in customer loyalty
- Maintained accurate inventory records and conducted regular stock checks to prevent out-of-stock situations
- Handled cash transactions accurately and efficiently, maintaining a balanced cash drawer at the end of each shift
- Resolved customer complaints promptly and effectively, ensuring high levels of satisfaction and repeat business
- Collaborated with visual merchandising team to create eye-catching displays that drove sales
- Maintained cleanliness and organization of assigned areas within the store
- Processed returns/exchanges efficiently according to company policies
- Demonstrated proficiency in operating point-of-sale systems for efficient checkout process
- Assisted in inventory management, including receiving and restocking merchandise
- Participated in regular training sessions to enhance product knowledge and selling skills
- Demonstrated flexibility by adapting quickly to changes in store procedures or priorities
- Managed multiple tasks simultaneously during busy periods while maintaining attention to detail
Customer Service Associate
STARTEK
Collinsville, VA
11.2010 - 05.2011
- Provided exceptional customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction
- Demonstrated strong product knowledge to assist customers with making informed purchasing decisions
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner
- Utilized CRM software to track customer interactions, update account information, and document case details
- Resolved billing discrepancies promptly by working closely with the finance department to investigate and correct errors
- Effectively handled escalated situations by remaining calm under pressure and de-escalating tense conversations with upset customers
- Collaborated with sales representatives to identify upselling opportunities during customer interactions resulting in an XX% increase in average order value
Cashier/Sales Associate
Walmart
Greensboro, NC
05.2005 - 05.2006
- Provided exceptional customer service by greeting and assisting customers in a friendly and professional manner
- Demonstrated product knowledge to effectively answer customer inquiries and make recommendations
- Handled cash transactions accurately and efficiently, ensuring register balances at the end of each shift
- Maintained a clean and organized store environment, including restocking shelves and arranging merchandise displays
- Utilized point-of-sale (POS) system proficiently to process transactions quickly and accurately
- Assisted with visual merchandising efforts, ensuring attractive product displays that drive sales
- Provided product recommendations based on customer needs and preferences to drive sales
- Demonstrated excellent time management skills by efficiently balancing multiple tasks during busy periods
Timeline
Member Service Advocate
Convey Health Solutions
10.2025 - Current
CSR I
The Adecco Staffing
11.2022 - 02.2024
Customer Service Specialist
Alorica
04.2022 - 08.2022
Cosmetologist
05.2015 - 08.2025
Retail Sales Associate
Walmart
08.2014 - 03.2015
Customer Service Associate
STARTEK
11.2010 - 05.2011
Cashier/Sales Associate
Walmart
05.2005 - 05.2006