Crystal Larez
Montclair,CA
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
13
13
years of professional experience
Work History
Membership service Representative
Kaiser Permanente
10.2022 - 03.2024
- Handled inbound calls to provide assistance with benefit and coverage.
- Assist with any billing question pertaining to premium payments
- File and submit grievances for members who express dissatisfaction
- Trained in billing, membership advanced and core
- Proficient with SLP ASI billing Systems
- Assisted brokers with membership confirmation by supplying required information.
Loan Processor
PENNYMAC Loan Services, LLC
Pasadena, CA
09.2020 - 06.2022
- Manage and process a pipeline of different loan types FHA, conventional, VA
- Take Inbound calls / outbound calls
- Customer satisfaction for survey above 80%
- Schedule closing.
Scheduler
Kaiser Permanente
Baldwin Park, CA
12.2019 - 03.2020
- Schedule 80-100+ outbound and inbound calling a day
- Verify patient information such as insurance, co-payments, and make changes to patient accounts
- Sent out 800+ patient letters as needed.
Customer Service Representative
Checkworks
Baldwin Park, CA
07.2016 - 11.2019
- Answer a high call volume of calls
- Place check orders for commercial or personal
- Email, fax, or call customers to clarify routing, account, and personalization information.
Customer Service Representative
Bolton Tools
Industry, CA
01.2014 - 08.2016
- Handling inbound phone orders
- Faxing and filing important documents
- Researching products to gain product knowledge
- Practicing cross-selling skills.
Childcare Assistant (Volunteer)
Santa Fe Springs Christian School
Santa Fe Springs, CA
02.2011 - 08.2013
- Checking in kids, providing snacks, reviewing homework, tutoring, assisting children, greeting parents, preparing play schedules, setting up art & craft days.
Customer Service Representative II
Bank Of America
Brea, CA
01.2016
- Handling inbound calls
- Providing world-class service
- Servicing home loans and home equity line of credits
- Navigating between as400 & iseries software
- Building a human connection with customers while servicing accounts
- Maintaining a low call handling average time
- Providing customer satisfaction surveys at 80%.
Sales manager
Senfeng USA inc
Commerce, CA
03.2013
- Setting monthly goals for the company
- Organizing goals and standards for other sales associates
- Maintaining data files updates
- Promoting business
- Researching competition
- Maintaining social media websites
- Studying manual of products
- Researching selling techniques
- Setting up trade show events for the company to attend.
Education
High School Diploma -
Santa Fe High School
Santa Fe Springs, CA06-2013
Skills
- Membership Processing
- Call Documentation
- Customer Service
- Quality Control
- Attention to Detail
- Adaptability
- Computer Skills
Timeline
Membership service Representative
Kaiser Permanente
10.2022 - 03.2024
Loan Processor
PENNYMAC Loan Services, LLC
09.2020 - 06.2022
Scheduler
Kaiser Permanente
12.2019 - 03.2020
Customer Service Representative
Checkworks
07.2016 - 11.2019
Customer Service Representative II
Bank Of America
01.2016
Customer Service Representative
Bolton Tools
01.2014 - 08.2016
Sales manager
Senfeng USA inc
03.2013
Childcare Assistant (Volunteer)
Santa Fe Springs Christian School
02.2011 - 08.2013
High School Diploma -
Santa Fe High School
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