Crystal Tyson
Norcross,GA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Call Center Manager
GetInsured
06.2022 - 09.2023
- Managed 11 senior-level personnel working in call center capacities
- Recruited, interviewed, and hired employees and implemented mentor program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Workforce Manager
Rango Broadband
09.2020 - 12.2022
- Forecast scheduling needs/changes and impact on labor budget
- Oversaw and maintained Workforce Management (WFM) Platform for forecasting, scheduling, tracking, monitoring, and reporting daily/monthly call center statistics.
- Improved revenue growth for 5 client divisions by fostering strategic partnerships, effective employee engagement, and KPI management
Call Center Supervisor
The Healthy Back Institute
03.2021 - 09.2022
- Supervised 12 Customer service representatives in providing excellent customer service to callers requiring assistance with Medical products and Chronic back issues
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Call Center Supervisor
GetInsured
06.2020 - 06.2022
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Reviewer
Medical Chart, Hire Dynamics
12.2019 - 05.2020
- Review medical records for completeness and accuracy by looking at various pieces of documentation
- Review data to assess quality of patient care
- Coordinates in-service meetings to educate medical staff on proper documenting procedures
Premier Phone Banker
Wells Fargo
02.2019 - 12.2019
- Used critical thinking to break down problems, evaluate solutions, and make decisions
- Demonstrated respect, friendliness, and willingness to help wherever needed
- Handled over 1500 incoming telephone calls, emails, and chat requests.
Resource Line Manager
Wells Fargo
02.2019 - 12.2019
- Responsible for supporting multiple and/or queues and for responding to escalated, non-routine and difficult calls concerning products/services
- Upon escalation, processed transactions, performed extensive research to resolve complex customer issues, and provide guidance and assistance to more inexperienced team members
- Provided coaching to bankers on performance opportunities while answering their question.
Phone Banker II
Wells Fargo
08.2018 - 02.2019
- Engaged customers in conversation and asked questions to understand what's most important to customer to provide product, service, and digital options that align with customers' need and help make banking easier for them
- Built relationships with customers through proactive outreach and follow up, asking questions and learning about their financial needs
- Deep knowledge of bank products and services and connecting those to customer needs
Phone Banker
Wells Fargo
02.2018 - 08.2018
- Answered inquiries, resolved problems, offered products and services to customers based on their needs
- Responsible for responding to routine to complex inquiries and complaints from customers regarding consumer credit card products and services
- Assessed customer needs and recommended alternative products or services
Patient Service Representative
ST. Vincent's Medical East
01.2017 - 01.2018
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Built and maintained positive working relationships with patients and staff.
- Managed patient registration process, confirming data accuracy and completeness.
Health Information Technician II
Alameda Health System
03.2015 - 01.2017
- Reviewed patients records for timeliness, completeness, accuracy, and appropriateness of data
- Organized and maintained data for clinical database and registries
- Electronically record data for collections, storage, analysis, retrieval, and reporting
Patient Care Representative
California Pacific Orthopaedics & Sports Medicine
01.2014 - 03.2015
- Scheduled approximately 40 patients per week and made reminder calls
- Maintained confidentiality of patient data and conditions to safeguard health information.
- Responded to patient queries and concerns concerning insurance coverages and deductibles.
Administrative Supervisor
United States Naval Services
01.2007 - 01.2012
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
Education
Bachelor's Degree - Healthcare Administration
University of Phoenix
Oakland, CA06.2014
Skills
- Customer service
- Data entry
- Records management
- Microsoft Office Suite
- Insurance Verification
- Office Management
- Medical Billing and Coding
- Quality Assurance
- Google Suite
- EHR Systems
- Business Analysis
- KPI Tracking
- Performance Tracking and Evaluations
- Operational Efficiency
Accomplishments
- Managed team of 360 staff members.
- Collaborated with team of 15 in the development of Marketplace enhancements.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Insurance Producer
- CPM - Certified Professional Manager
- Medical Billing and Coding
Supervisor of the year award for 2021
The Supervisor of the Year Award was established to draw attention to supervisors who excel in their positions and are highly regarded by their employees for their consistent leadership, integrity, understanding and support of their employees, both professionally and personally. The supervisors know that the productivity, quality of work and morale in the department/division are enhanced by well treated employees. In addition, an employee’s loyalty and dedication are the direct results of their supervisors’ positive attitude, integrity, sensitivity, empowering leadership style and sense of humor.
Timeline
Customer Service Call Center Manager
GetInsured
06.2022 - 09.2023
Call Center Supervisor
The Healthy Back Institute
03.2021 - 09.2022
Workforce Manager
Rango Broadband
09.2020 - 12.2022
Call Center Supervisor
GetInsured
06.2020 - 06.2022
Reviewer
Medical Chart, Hire Dynamics
12.2019 - 05.2020
Premier Phone Banker
Wells Fargo
02.2019 - 12.2019
Resource Line Manager
Wells Fargo
02.2019 - 12.2019
Phone Banker II
Wells Fargo
08.2018 - 02.2019
Phone Banker
Wells Fargo
02.2018 - 08.2018
Patient Service Representative
ST. Vincent's Medical East
01.2017 - 01.2018
Health Information Technician II
Alameda Health System
03.2015 - 01.2017
Patient Care Representative
California Pacific Orthopaedics & Sports Medicine
01.2014 - 03.2015
Administrative Supervisor
United States Naval Services
01.2007 - 01.2012
Bachelor's Degree - Healthcare Administration
University of Phoenix
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