Crystal McFerren
Glendale ,AZ
Summary
Adept at swiftly resolving customer issues and enhancing loyalty, my tenure at State Farm honed my complaint resolution and verbal communication skills. I boosted customer satisfaction by mentoring teams and implementing strategic retention programs at Walmart, showcasing my ability to drive growth and maintain high service standards.
Overview
7
7
years of professional experience
Work History
Call Center Representative
State Farm
New Madrid , MO
11.2022 - Current
- Maintained strong call control and quickly worked through scripts to address problems.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Supported sales team members to drive growth and development.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
Retention Specialist
Walmart
Glendale , AZ
11.2017 - 02.2022
- Advised management on organizing, preparing or implementing recruiting or retention programs.
- Interpreted and explained human resources policies, procedures or regulations.
- Mentored junior retention specialists, sharing knowledge and best practices to enhance team performance.
- Explained new products and services to customers.
- Addressed harassment allegations, work complaints or other employee concerns.
- Developed strategies to improve customer experience and increase loyalty.
Education
Associate of Science - Healthcare Administration
Independence University
Salt Lake City, UT05-2023
Skills
- Call logging
- Complaint resolution
- Account updating
- Sales closing
- Script adherence
- Performance monitoring
- Verbal and written communication
- Providing customer support
- Logging call information
- Proficient in [software]
- Customer service
- Customer support
- Customer communications
Affiliations
- I love learning and watching anything paranormal
- Reading
- Spending time with my kids
Timeline
Call Center Representative
State Farm
11.2022 - Current
Retention Specialist
Walmart
11.2017 - 02.2022
Associate of Science - Healthcare Administration
Independence University
Similar Profiles
ALBERTO ESCOBAR RUIZALBERTO ESCOBAR RUIZ
Claim Specialist; and Producer at State Farm Corporate & State Farm AgencyClaim Specialist; and Producer at State Farm Corporate & State Farm Agency
Bethany GandyBethany Gandy
Insurance Customer Service Specialist at Brian Moore State Farm & Brent Holman State FarmInsurance Customer Service Specialist at Brian Moore State Farm & Brent Holman State Farm
Hadiya HullHadiya Hull
Claims Adjuster at State FarmClaims Adjuster at State Farm
Dedra ClayDedra Clay
Underwriting Service Assistant Team Resource at State FarmUnderwriting Service Assistant Team Resource at State Farm
Brandon TranBrandon Tran
Premium In-seat Runner | Chase Field at Levy RestaurantsPremium In-seat Runner | Chase Field at Levy Restaurants