Crystal L. Brown
Athens,Georgia
Summary
Professional in client relations, equipped with significant experience in account coordination and customer service. 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 Account Coordinator
New Leaf Family
10.2022 - Current
- Collaborate with clients regarding accounts.
- Process daily payments for clients.
- Managing Financial Transactions.
- Responsible for updating the pipeline.
- Responsible for onboarding new clients, which includes calling them to ensure they are pleased with the service and sending out welcome packages.
- Manage the customer experiences.
- Monitor & record incoming payments.
- Responsible for responding to all e-mails from clients.
- Responsible for scanning and uploading files.
- Monitoring accounts to identify overdue payments.
- Negotiating Settlements.
- Develop effective repayment plans.
- Responsible for researching account disputes and billing discrepancies.
Operations Supervisor
TELENET
05.2021 - 08.2022
- Managed and supervised by at least 35 agents daily.
- Responsible for building a strong team, including development and training.
- Generate monthly and quarterly performance reports to design tactics to improve agent efficiency.
- Monitor daily metrics and provide feedback to management.
- Provide coaching sessions along with calibrations during weekly reporting.
- Issue team goals & collaboration with staff to ensure goals are met.
- Monitor calls and email quality, manage day-to-day customer service operations.
- 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.
Sales Associate
Cato
06.2019 - 10.2021
- Customer Service and Greeting customers.
- Operate Cash Register.
- Manage financial transactions.
- Balance drawers.
- Knowledge of all merchandise.
- Knowledge of how to cross sell products.
- Make customers aware of ongoing promotions and direct them to the correct location.
Customer Success Team Lead
Cross Country Home Services
04.2013 - 10.2019
- Place insurance claims and resolve customer complaints.
- Make inbound/outbound calls and make appropriate transfers.
- Implement changes to existing accounts.
- Identified customer needs through active listening techniques.
- Educated homeowners on information regarding insurance policies and procedures.
- Assist with Arise agents in Team Lead Role.
- Responsible for improving customer service experience.
- Provided excellent customer service by patiently listening and communicating company policies with empathy.
- Mentor team members to promote productivity, accuracy and commitment to friendly service.
- Trained and mentored new employees on conflict resolutions.
- Implemented call escalation process.
Education
High School Diploma - General Studies
Hart County High School
01.2007
Bachelor’s - Business Management
Strayer University
01.2013
Diploma - Health Communication
Ashworth College
01.2008
Skills
- Accurate data entry
- Effective communication
- Effective written communication
- Adaptability in dynamic settings
- Effective multi-tasking
- Results driven
- Collaborative teamwork
- Client account management
- Analytical decision making
- Client relationship management
- Virtual workspace management
- Sales support
- Appointment scheduling
Timeline
Client Account Coordinator
New Leaf Family
10.2022 - Current
Operations Supervisor
TELENET
05.2021 - 08.2022
Sales Associate
Cato
06.2019 - 10.2021
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
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