Crystal L. Brown
Athens,Georgia
Summary
Professional in client relations, equipped with significant experience in accounting coordination and customer service. Strong customer service skills with over 11 years of experience. Known for enhancing client satisfaction and streamlining account processes. Strong collaborator with focus on delivering results and adapting to changing needs, skilled in account management and client communication.
Overview
12
12
years of professional experience
Work History
Client Coordinator
New Leaf Family
10.2022 - 09.2025
- Developed strong relationships with customers, providing exemplary customer service and demonstrating an unwavering commitment to resolution.
- Process daily payments and post payments to client's account.
- Managed a portfolio of 70+ active accounts, including onboarding, account maintenance, invoicing, and customer relations.
- Develop effective repayment plans for clients, which have led to a 20% improvement in collection rates.
Operations Supervisor
TELENET
05.2021 - 08.2022
- Managed over 35 agents and cut customer complaints by 30% by working with the team to build a comprehensive quality assurance matrix.
- Collaborated with a team of agents to exceed performance goals, resulting in a 15% increase in customer satisfaction scores.
- Offered technical guidance to 20+ clients weekly to assist them through the claims process.
- Generate monthly and quarterly performance reports to design tactics to improve agent efficiency.
- Place roofing claims and review claim cases.
- Ensure KPI's are met, such as AHT and create action plans based on uncovered strengths and opportunities brought on through observations and data.
- Evaluate error rates, call volumes and customer complaints, and develop and implement plans to correct deficiencies in service.
- Coordinated with Human Resources for the new hiring training & interviewing process.
- Analyze and forecast data to prepare for heavy call volume.
Customer Success Team Lead
Cross Country Home Services
Anderson, SC
04.2013 - 10.2019
- Place insurance claims and educate homeowners on the insurance policy.
- Manage inbound/outbound calls resolving over 50 issues daily with a focus on first-call resolution.
- Resolved customer problems and complaints by clarifying the issue, explaining the best solution, and following up with cases.
- Provided training, leadership, guidance and continuous mentoring to the Customer Service Team.
Education
Bachelor's - Business Management
Strayer University
01-2013
Diploma - Health Communication
Ashworth College
01-2008
High School Diploma - General Studies
Hart County High School
01-2007
Skills
- Accurate data entry
- Effective written communication
- Effective multi-tasking
- Collaborative teamwork
- Analytical decision making
- Virtual workspace management
- Appointment scheduling
- Effective communication
- Adaptability in dynamic settings
- Results driven
- Negotiation
- Client relationship management
Timeline
Client Coordinator
New Leaf Family
10.2022 - 09.2025
Operations Supervisor
TELENET
05.2021 - 08.2022
Customer Success Team Lead
Cross Country Home Services
04.2013 - 10.2019
Bachelor's - Business Management
Strayer University
Diploma - Health Communication
Ashworth College
High School Diploma - General Studies
Hart County High School