Summary
Overview
Work History
Education
Skills
Timeline
Generic

Crystal Johnson

Lancaster,Texas

Summary

Dynamic Customer Service Professional Eager to Bring Expertise in Prepaid Services, Quality Assurance, Pharmacy Benefits, and Tech Support to Your Team

Overview

13
13
years of professional experience

Work History

Life Response Support Agent

State Farm
Richardson, TX
02.2025 - Current
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Assisted team in implementing process improvements to enhance customer satisfaction rates.
  • Developed training materials that improved onboarding efficiency for new support agents.
  • Collaborated with cross-functional teams to streamline service delivery and reduce response times.
  • Led initiatives to enhance knowledge base resources, improving agent response accuracy and speed.
  • Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
  • Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.

PREPAID CUSTOMER SERVICE REPRESENTATIVE

US Bank
Remote, Texas
08.2022 - 12.2024
  • Provides high quality customer service by responding to telephone inquiries, request and problems for our Prepaid Card Services. Researches, analyzes, and provides solutions that meet the customer needs.

USMD PSR

Apex Systems
Remote, Texas
03.2022 - 08.2022
  • Receiving inbound calls from patients of USMD verifying HIPPA to either schedule, cancel, reschedule appointments for primary, internal, or family practice of PCP.

QUALITY ASSISTANCE ANALYST

Teleperformance
Remote, Michigan
05.2021 - 02.2022
  • Support of the operation and the customer through monitoring agent transactions qualifying the results and ensuring all are calibrated properly.

PHARMACY BENEFITS MANAGER

Optum RX
Texas
04.2014 - 07.2016
  • Taking inbound call from Pharmacist, doctors' offices, insurance providers inquiring about members' coverage.

TECH SUPPORT

Telvista
Texas
08.2013 - 10.2013
  • Trouble shooting for Verizon Fios. Data, Video, and internet. Customer service, data entry, billing information, dropship equipment to customers, taking supervisor calls, checking orders.

Education

Medical Assistant Certified - Medical Assistance

Vatterott College
MO
11-2008

High School Diploma -

Evolution Academy School
Richardson, TX
05-2006

Skills

  • Customer Service
  • Data Entry
  • Solutions Specialist
  • Typing
  • Financial processing
  • Scheduling
  • Tech Support
  • Software troubleshooting
  • Customer engagement
  • Relationship building
  • Support services
  • Multitasking Abilities
  • Understanding customer needs

Timeline

Life Response Support Agent

State Farm
02.2025 - Current

PREPAID CUSTOMER SERVICE REPRESENTATIVE

US Bank
08.2022 - 12.2024

USMD PSR

Apex Systems
03.2022 - 08.2022

QUALITY ASSISTANCE ANALYST

Teleperformance
05.2021 - 02.2022

PHARMACY BENEFITS MANAGER

Optum RX
04.2014 - 07.2016

TECH SUPPORT

Telvista
08.2013 - 10.2013

Medical Assistant Certified - Medical Assistance

Vatterott College

High School Diploma -

Evolution Academy School

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Crystal Johnson