CRYSTAL THOMPSON
Summary
Accomplished Operations Team Lead and retired Law Enforcement Captain with extensive experience in leadership, customer service, and operational management. Proficient in overseeing teams, optimizing service delivery, and implementing best practices to enhance productivity and performance. Distinguished for strong communication, problem-solving, and quick decision-making in high-pressure environments. A proven track record of driving success through effective leadership and strategic decision-making.
Overview
17
17
years of professional experience
Work History
Operations Team Lead, Service & Delivery
Ttec (TeleTech) - HealthCare Solutions
10.2023 - 02.2025
- Successfully led a team of 20+ Customer Service Advocates contracted with a Prominent Healthcare Insurance company in a remote/virtual call center environment.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Created, prepared, and delivered reports showing KPI trends, root cause analysis, and developed improvements to enhance service delivery, customer satisfaction, and conflict resolution.
- Coached employees through day-to-day work and complex problems.
- Trained and Mentored team members to include coaching sessions to improve skills and service quality.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Utilized quality performance programs such as Qualtrics and Qfiniti on a daily basis.
- Monitored team activity via NICE IEX system.
- Managed team payroll via Kronos application to include hours worked, PTO, bereavement, etc.
Trainer
Ttec (TeleTech) - HealthCare Solutions
07.2023 - 10.2025
- Responsible for conducting training sessions to equip new-hires with the skills and knowledge needed to provide excellent customer experiences.
- Trained new-hires on effective communication, problem-solving, and conflict resolution techniques.
- Analyzed and evaluated training effectiveness and program outcomes.
- Facilitated virtual learning sessions via zoom platform.
- Identified skill gaps and areas of improvement through surveys, observations, and feedback.
- Educated staff on company policies, industry regulations, and customer service standards.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
10.2022 - 07.2023
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Promptly responded to inquiries and requests from prospective customers.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Followed standard operating procedures when handling customer problems and complaints.
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
- Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
- Recorded customer interactions, inquiries and comments in customer service database for traceability.
- Facilitated communication between customers and other departments to facilitate resolution.
Customer Service Rep II - Supervisor Support Team
Ttec (TeleTech) - HealthCare Solutions
04.2022 - 10.2022
- Addressed escalated Customer concerns via Genesys transfer system regarding their Dental Insurance Benefits.
- Escalated customer issues to management for appropriate action to be taken if situation required.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Identified and resolved discrepancies and errors in customer accounts.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Provided advanced support while assisting frontline representatives.
- Mentored representatives and cascaded newly identified information.
- Coordinated with upper leadership to assure problem resolution and project management success.
Customer Service Rep I
Ttec (TeleTech) - HealthCare Solutions
11.2021 - 04.2022
- Handled incoming customer inquiries and complaints via Genesys system regarding Dental E&I Insurance Benefits.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained detailed records of customer interactions.
- Ensured customer satisfaction through effective problem-solving and resolution.
- Provided product & service information, analyzed claim information, and promoted customer retention.
- Responded to customer requests regarding benefits, services, and company information.
Shift Supervisor - Captain
Corecivic Inc.
02.2020 - 09.2021
- Ensured contract compliance for four Law Enforcement agencies at one time.
- Handled inmate counts and searches for missing inmates.
- Participated in development of correctional policies and procedures.
- Resolved issues and disputes between inmates professionally and respectfully.
- Monitored and confirmed compliance with safety standards and regulations.
- Cultivated and maintained climate of mutual respect with freedom from harassment and intimidation, to provide safe environment for staff and offenders.
- Conducted investigations and complied information via written and/or visual in order to materialize clear after-action reports for review.
- Checked all book in and discharges, making sure all charges have paperwork and all discharges have orders of discharge.
- Supervised 25+ employees and performance of tasks and managed 750+ offenders.
- Completed daily work report sheets and delegated tasks to employees.
- Coordinated responses to emergency situations arising in different facility locations.
Assistant Shift Supervisor - Lieutenant
Corecivic Inc.
04.2017 - 02.2020
- Collaborated with staff to strengthen emergency response protocols while also fostering a positive work environment.
- Executed daily tasks of Shift Supervisor in their absence.
- Maintained contract compliance for four Law Enforcement agencies at one time.
- Stepped in during times of staff shortage to secure completion of day-to-day operations in a safe and secure manner.
- Maintained data integrity.
- Maintained safe and clean work environment while complying and enforcing procedures and regulations.
- Oversaw control center, monitoring inmates, visitors, and employees for signs of suspicious behavior.
- Self-motivated, with a strong sense of personal responsibility.
- Responded to emergency situations and provided first aid following facility guidelines.
- Coordinated responses to emergency situations arising in different facility locations.
Correctional Officer
Corecivic Inc.
10.2008 - 04.2017
- Responded to emergency situations quickly and efficiently.
- Enforced rules and regulations to maintain order among inmates.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Conducted routine and emergency head counts.
- Observed behavior of residents individually and in groups.
- Booked new inmates into facility and processed inmates for release.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and daily job assignments.
- Tracked inmates through head counts, visitor logs, and scheduled activities.
- Completed intake paperwork, fingerprints, and searches.
- Prepared, processed and maintained forms, reports, logs, and records.
- Prepared reports to document incidents and violations.
- Responded to emergency situations and de-escalated hostile confrontations.
- Restrained inmates when disturbances required physical intervention.
- Coordinated with other law enforcement personnel to exchange information.
- Investigated and responded to incidents of inmate misconduct.
- Interviewed inmates to obtain information and assess needs.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Received and accounted for personal possessions and determined inmate work assignments.
- Made rounds at specified intervals and conducted head counts and roll calls.
- Built solid relationships with staff and residents to keep institution safe and secure.
Education
State Certification - Criminal Justice
Withlacoochee Technical College
Inverness, FL10.2008
High School Diploma -
Lecanto High School
Lecanto, FL05.2005
Skills
- Quality assurance and product evaluation
- Analytical problem solving
- Team leadership
- Employee training facilitation
- Operational streamlining
- Conflict resolution
- Safety and efficiency optimization
- Experience with project tracking and CRM tools
- Rapidly learns new concepts
- Regulatory compliance expertise
- Workplace safety adherence
- Effective communication skills
- KPI assessment expertise
- Effective time management
- Skilled in Microsoft Office applications
- Experience with CMS tools
- Virtual education facilitation
- Evaluation methods
- Strategic resource acquisition
- Emergency first aid skills
- Effective interpersonal communication
- Strategic organization
- Facilitating group instruction
- Account management
- Customer service in call centers
- Report generation
- De-escalation techniques
- Proficient in firearms handling
- Shift management
- Crisis management training
- Organizational change management
Awards And Acknowledgements
- Advanced Leadership Training - TTEC Leadership Institute (2024)
- Lean Six Sigma White belt (2024)
- Top Performing Lead (2024)
- Top Performing Team (2024)
- Top Performing Advocate (2021 & 2022)
- Supervisor of the Month (2020 & 2021)
- Appreciation for Life Saving Measures (2015)
- Top Shot Honors (2012)
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceFlexible work hoursWork from home optionPaid time offCompany CultureHealthcare benefits401k matchQuote
To be able to look back upon one’s life in satisfaction, is to live twice.
Kahlil Gibran
Timeline
Operations Team Lead, Service & Delivery
Ttec (TeleTech) - HealthCare Solutions
10.2023 - 02.2025
Trainer
Ttec (TeleTech) - HealthCare Solutions
07.2023 - 10.2025
Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
10.2022 - 07.2023
Customer Service Rep II - Supervisor Support Team
Ttec (TeleTech) - HealthCare Solutions
04.2022 - 10.2022
Customer Service Rep I
Ttec (TeleTech) - HealthCare Solutions
11.2021 - 04.2022
Shift Supervisor - Captain
Corecivic Inc.
02.2020 - 09.2021
Assistant Shift Supervisor - Lieutenant
Corecivic Inc.
04.2017 - 02.2020
Correctional Officer
Corecivic Inc.
10.2008 - 04.2017
State Certification - Criminal Justice
Withlacoochee Technical College
High School Diploma -
Lecanto High School
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