CRYSTAL SHAW
Greensboro,NC
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
15
15
years of professional experience
Work History
Consumer Service Representative
Newell Brands Rubbermaid
09.2023 - Current
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Expedited claim resolution for consumers by effectively prioritizing urgent cases and providing timely updates.
- Analyzed trends in warranty claims data to identify potential product quality issues, providing valuable insights for continuous improvement initiatives.
- Increased customer satisfaction by promptly addressing inquiries related to warranty coverage and claim status updates.
Technical Support Representative
Charter Communications
02.2022 - Current
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Demonstrated advanced product knowledge to solve customer issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Accounts Receivable Analyst
PepsiCo
04.2018 - 07.2020
- Responsible for organizing and streamlining accounting systems
- Monitoring payments and expenditures, Preparing invoices and receivable statements, Answering client inquiries,
- Helped the team handle high-volume work by prioritizing tasks and organizing supplies
- Answered customer questions about policies and procedures with a friendly and knowledgeable approach
- Followed up with previously assisted customers to offer additional support and check satisfaction with resolutions
- Avoided revenue losses with diligent attention to customers' needs and complaints.
Customer Service Representative
Alorica, Verizon Wireless
11.2017 - 04.2018
- Investigated and resolved customer concerns related to order inquiries and delivery tracking
- Recaptured customer loyalty with expertise in de-escalating conflicts and building personalized solutions
- Processed refunds, exchanges, and company credits for customers facing issues such as billing errors and faulty equipment
- Contributed to billing accuracy by determining charges for services requested, collecting deposits, and arranging long-term payment plans
- Sold products to customers during routine service calls using strong cross-selling abilities
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Account Representative
Portfolio Recovery Associates Group
05.2017 - 04.2018
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
- Arranged for debt repayment or established repayment schedules based on customers' financial situations.
- Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
- Met demands of busy collections group by performing high volume of daily calls.
- Located and notified customers of delinquent accounts by mail or telephone to solicit payment.
Environmental Management Assistant
Greenhaven Health and Rehabilitation
02.2013 - 12.2014
- Improved operations by acquiring, onboarding, and developing well-qualified candidates for key positions
- Promoted productivity by handling all administrative tasks, including schedules and correspondence
- Helped make special projects successful by researching topics and coordinating resources
- Cultivated an efficient, performance-oriented environment for executives
- Met needs consistently as head of solid team, training new staff and monitoring work to verify knowledge and abilities
- Contributed to long-term cleaning and sanitation goals with help on deep cleaning projects
- Went beyond basic surface cleaning to incorporate unseen but important areas such as vents, beneath furniture, and top of frames into regular cleaning
- Upheld high standards of cleanliness with strong attention to detail and diligent follow-through on all assignments.
Patient Care Assistant PCA
Personal Care Inc
09.2011 - 01.2013
- Helped patients with limited mental and physical capacity handle daily living tasks such as feeding and grooming
- Transported patients to treatment units, testing units, operating rooms, or other areas, using wheelchairs, stretchers, or moveable beds
- Resolved patient issues by quickly responding to calls and emergency issues
- Kept patients comfortable with clean linens and well-stocked rooms
- Helped patients move safely with skilled mobility support
- Enhanced patient physical recovery with emotional and social support.
Customer Service Representative
KGB_USA
09.2008 - 01.2011
- Offered special assistance to individuals unable to complete calls,
- Supported callers in stressful situations and emergencies with specialized call support
- Boosted office efficiency by handling clerical tasks such as documenting calls and typing up correspondence
- Helped individuals with hearing difficulties use assistive services to complete calls
- Assisted with resolving billing requests, resolving errors, issuing refunds, and answering questions about third-party services
- Connected callers to desired lines using expert switchboard operations skills
- Worked efficiently with highly repetitive tasks, maintaining a detail-oriented approach and precision
- Classified data by using the correct fields for inputting information into business and customer files.
Education
Associate of Science -
Rockingham Community College
Wentworth, NC01.2018
Skills
- Account reconciliation
- Cash management
- Bookkeeping support
- Time management
- Microsoft efficient
- Call Center Operations
Timeline
Consumer Service Representative
Newell Brands Rubbermaid
09.2023 - Current
Technical Support Representative
Charter Communications
02.2022 - Current
Accounts Receivable Analyst
PepsiCo
04.2018 - 07.2020
Customer Service Representative
Alorica, Verizon Wireless
11.2017 - 04.2018
Account Representative
Portfolio Recovery Associates Group
05.2017 - 04.2018
Environmental Management Assistant
Greenhaven Health and Rehabilitation
02.2013 - 12.2014
Patient Care Assistant PCA
Personal Care Inc
09.2011 - 01.2013
Customer Service Representative
KGB_USA
09.2008 - 01.2011
Associate of Science -
Rockingham Community College
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