CRYSTAL MURRELL
Hope Hull,AL
Summary
Results-driven Certified Scrum Master with expertise in process development, strategic planning, and team building. Demonstrated ability to analyze data and resolve complex issues to enhance operational efficiency and customer satisfaction. Ready to leverage technical support skills and project management experience to drive growth and innovation in a dynamic new team.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Regional Associate
Honor
02.2024 - 11.2025
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Evaluated existing processes, proposing strategic enhancements that drove operational effectiveness.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Analyzed customer data to identify trends and anticipate customer needs.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
Customer Success Specialist
General Dynamics Information Technology
04.2022 - 02.2024
- Collaborated with cross-functional teams to develop solutions to client problems.
- Analyzed customer feedback and identified areas for improvement in the customer experience.
- Utilized problem-solving techniques when resolving challenging customer issues.
- Monitored trends in user behavior data to anticipate customer needs.
- Adhered to established policies and procedures while providing superior service.
- Served as a point of contact for escalated support requests from customers.
- Demonstrated excellent communication skills both verbally and in writing.
- Created detailed documentation of customer interactions and account information.
- Managed multiple tasks simultaneously while maintaining high quality standards.
- Maintained accurate records of customer accounts using CRM software.
- Resolved complex technical issues quickly and efficiently.
- Coordinated with other departments to ensure timely resolution of inquiries.
- Provided exceptional customer service to ensure customer satisfaction and retention.
Customer Support Specialist
Optum RX
02.2021 - 04.2022
- Established positive relationships with customers by providing timely, courteous service that exceeded expectations.
- Assisted customers in navigating website features and functions ensuring a seamless user experience.
- Collaborated closely with other departments on issue resolution within established service level agreements.
- Demonstrated excellent communication and interpersonal skills when interacting with customers in person, over the phone, or via email.
- Leveraged creative thinking abilities to generate innovative solutions for challenging customer requests.
- Analyzed call logs, chat transcripts, emails to determine root cause analysis for recurring issues.
- Efficiently identified customer needs through active listening and questioning techniques.
- Utilized strong organizational skills to manage multiple tasks simultaneously while maintaining accuracy of work product.
- Developed working knowledge of company products and services to ensure accurate information was provided to customers.
- Researched complex issues for resolution by leveraging internal resources and external vendors as needed.
- Maintained confidentiality of customer data in accordance with applicable laws and regulations.
Computer Support Specialist
Apple
08.2020 - 02.2021
- Proactively identified potential issues as a departmental expert and collaborated with cross-functional teams.
- Developed procedures for installing, configuring, troubleshooting, and maintaining computer systems.
- Analyzed system logs and identified potential issues with computer systems.
- Documented all customer service requests using ticketing system.
- Resolved conflicts between different operating systems or applications running on the same machine.
- Implemented security measures such as antivirus installation, patch management.
- Diagnosed complex technical problems using diagnostic utilities such as System File Checker.
- Managed remote access services including Citrix XenApp and XenDesktop technologies.
- Provided technical support to internal and external customers, resolving hardware and software issues in a timely manner.
- Assessed customer needs, identified root cause of problems, and implemented solutions for successful resolution.
- Installed operating systems on new computers; configured settings to meet user requirements.
Technical Support Specialist
Asurion
03.2018 - 08.2020
- Maintained network infrastructure including routers, switches, firewalls, VPNs and wireless networks.
- Provided technical support to internal and external customers, resolving hardware and software issues in a timely manner.
- Developed procedures for installing, configuring, troubleshooting, and maintaining computer systems.
- Resolved conflicts between different operating systems or applications running on the same machine.
- Documented all customer service requests using ticketing system.
- Managed remote access services including Citrix XenApp and XenDesktop technologies.
- Collaborated with other departments to resolve client inquiries efficiently and effectively.
- Analyzed system logs and identified potential issues with computer systems.
- Performed backups of critical data utilizing various backup tools.
- Diagnosed complex technical problems using diagnostic utilities such as System File Checker.
- Conducted research on emerging products, services, protocols, and standards in support of system development efforts.
Education
High School Diploma -
Carver High School
05-2013
Skills
- Customer Service
- Technical Support
- Analytical
- Problem Solving
- Team Building
- Process Development
- Planning Strategic
- Training and Development
- Policies & Standard Operating Procedures
- Data Analysis
- Windows 10
- Oracle
- Workday
- MS Teams
- SharePoint
- MS Project
- MS Office Suite
- MS Outlook
- Google G Suite
- Jira
- Customer service
- Time management
- Attention to detail
- Computer skills
- Leadership qualities
- Customer interaction
- Workplace safety
- Cash handling
- Decision-making
- Complex Problem-solving
- Relationship building
- Courteous and professional
- Flexible schedule
- Oral communication
- Work Planning and Prioritization
- Client engagement
- Product knowledge
- Issue resolution
- MS office
- Data entry
- Customer service orientation
- Order fulfillment
- Cross-functional teamwork
Certification
Scrum Master, 2022-04-01
Timeline
Regional Associate
Honor
02.2024 - 11.2025
Customer Success Specialist
General Dynamics Information Technology
04.2022 - 02.2024
Customer Support Specialist
Optum RX
02.2021 - 04.2022
Computer Support Specialist
Apple
08.2020 - 02.2021
Technical Support Specialist
Asurion
03.2018 - 08.2020
High School Diploma -
Carver High School