Crystal Knowles
Jacksonville,FL
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Technical Support Representative
Availity Careers
Jacksonville, FL
05.2019 - 06.2024
- Updated and maintained databases with current information.
- Recognized by management for providing exceptional customer service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Maintained updated knowledge through continuing education and advanced training.
- Promoted to Premium Technical Support
- Assisted with customer requests and answered questions to improve satisfaction.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Export Logistics
Target
Jacksonville
11.2018 - 01.2019
- Managed Online Orders to Pack and Ship Expediently for Incoming Customers
- Maintained Stock of Both Warehouse and Shelves
- Balanced Invoices for Properly Timed Selection and Collection of Items.
Child Care Specialist
Oasis Staffing Agency (Temp at ELC)
Jacksonville
08.2017 - 12.2017
- Face to Face Interviews with Parents and Compiled Daily Spreadsheets Detailing Parent Interactions
- Approved/Denied Parent Application Packets for School Readiness and VPK Programs
- Assisted Parents with Completing Online Applications
- Outbound Calls to Parents and School Providers
- Scanned and Organized Parent Documentation
- Matched Parents with School Providers Based on Individual Needs
- Certified with CCR&R (Child Care Resource and Referral) Program.
Project Manager (Temp)
Apex Staffing
Jacksonville
02.2017 - 06.2017
- Oversaw Proprietary Procedural Practices From the Collection of Data and Status Updates to the Generation of Reports for Management
- Maintained and Organized Spreadsheets Accessible by the Entirety of Management for Easy Access When Such Information was Needed
- Received Training from Maintenance Personnel to Assist with Manual Operations When Necessary to Aid in Maintaining Departmental Productivity
- Created MOC and HECP Forms in Order to Allow for Equipment Upgrades to Commence
- Acquired Video Footage of Machine/System Errors to Archive on the Company Intranet for Visual Confirmation of Issues
- Attended all Meetings for Software and Hardware Changes, Documenting and Condensing Meeting Information for Ease of Utilization when Needed
- Created Action Plans for Both Vendors and Internal Groups
- Acted as Liaison for Out of State Vendors During on-site Visits to Ensure Proper Procedure and Guidance were Maintained.
Tax Analyst
Accelerated Tax Solutions
Jacksonville
10.2016 - 11.2016
- Directed Heavy Inbound Call Flow to the Proper Departments Efficiently and Quickly
- Managed Two Inbound Call Lines Simultaneously while Qualifying Each Call for Proper Internal Transfers
- Provided Solutions for non-qualifying Callers Ineligible for Internal Transfer
- Created Opportunities for Outbound Callbacks Balanced Against Inbound Call Volume.
Billing Associate III (Temp)
Manpower
Jacksonville
07.2016 - 08.2016
- Received Requests from Customer Service Departments
- Terminated and Reinstated Insurance Policies
- Updated Customers method of payments by setting up Payroll, Bank Drafts, and Direct Pay
- Updated Customers personal information in company systems
- Created and Sent out, To the Estate of Letters, Section 125 Letters to Customers
- Data Entry into Company Systems.
Data Entry Clerk (Temp)
Spherion Staffing Agency
Jacksonville
04.2016 - 06.2016
- Entered Companies and their Affiliates for the Affordable Care Act into Company Systems
- Entered 1094C Information for all Companies and Affiliates
- Entered Employee Personal Information and Insurance Elections
- Assisted with Account Managers to meet Project Deadlines.
Pre-Install/Qualify Representative
ADT Security
Jacksonville
01.2016 - 03.2016
- Heavy Inbound Calls to Set up Install and Sales Appointments
- Overcame client objections to retain scheduling
- Obtained Customer Information for Proper Internal Routing.
Log Compliance Representative
Landstar
Jacksonville
07.2008 - 11.2015
- Heavy Inbound/Outbound Calls Counseling Drivers on US/Canadian HOS Rules and Regulations
- Log Retrieval (Missing and Corrective), Log Entry and Imaging
- Preparation for Driver Audits
- DOT Regulation Compliance, Including Paying Drivers Citations
- Manual Audits with Bill of Ladings and Freight Bills
- Trained Employees/Made Training Guides, Holding Multiple Training Classes
- Sent Drivers on Random DOT Drug and Alcohol Tests
- Used Microsoft Word, Excel, and Outlook Daily, Completed Word and Excel Training Courses.
Education
High School Diploma -
Sandalwood High School
Jacksonville, FL05-2002
Skills
- Technical Support
- Information Protection
- Customer Service
- Issue Troubleshooting
- Technical Troubleshooting
- MS Office proficiency
- Application installations
- Microsoft Outlook
- Technical documents comprehension
- Remote Support
Accomplishments
- Promoted to Premium Technical Support
- Several Management recognitions from Customer kudos emails
Affiliations
- American Pool Players Association for 8 & 9 Ball.
References
References available upon request.
Timeline
Technical Support Representative
Availity Careers
05.2019 - 06.2024
Export Logistics
Target
11.2018 - 01.2019
Child Care Specialist
Oasis Staffing Agency (Temp at ELC)
08.2017 - 12.2017
Project Manager (Temp)
Apex Staffing
02.2017 - 06.2017
Tax Analyst
Accelerated Tax Solutions
10.2016 - 11.2016
Billing Associate III (Temp)
Manpower
07.2016 - 08.2016
Data Entry Clerk (Temp)
Spherion Staffing Agency
04.2016 - 06.2016
Pre-Install/Qualify Representative
ADT Security
01.2016 - 03.2016
Log Compliance Representative
Landstar
07.2008 - 11.2015
High School Diploma -
Sandalwood High School
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