Crystal Williams
Detroit,MI
Summary
Results-driven Customer Resolution Specialist with a proven track record of enhancing customer satisfaction through exceptional active listening and conflict resolution skills. Known for maintaining high productivity and effectively managing complex customer interactions, leveraging strong emotional intelligence and adaptability. Demonstrates a commitment to problem-solving that supports business objectives and drives positive outcomes.
Overview
16
16
years of professional experience
Work History
Customer Resolution Specialist II
DTE Energy
Detroit, MI
05.2022 - Current
- Ensured compliance with state laws and regulatory requirements.
- Support comprehensive customer billing functions.
- Upheld high service standards, maintaining an average ACW percentage below 6.9%.
- Leveraged CRM software, Avaya systems, and Microsoft Teams to manage customer accounts.
- Participated in team meetings to discuss new processes or procedures for resolving customer issues.
- Provided support for internal teams by answering questions or providing resources related to customers' needs.
Health Plan Advisor
Bloom Insurance Agency
Indiana
07.2021 - 12.2021
- Handled inbound communication, effectively answering customer questions.
- Revised and maintained client policies to ensure adherence to underwriting guidelines.
- Explained the details of various health plans, including eligibility requirements, co-payments, deductibles and other related information.
- Monitored changes in healthcare regulations to ensure compliance with applicable laws.
- Researched and resolved problems regarding claim denials or discrepancies in billing statements.
Assistant Operations Manager (Starbucks)
HMS Host
Romulus, MI
02.2009 - 10.2020
- Supervised training and management of a diverse team.
- Researched potential vendors and negotiated contracts for goods and services necessary for successful operations.
- Coached employees to work together to carry out daily functions and meet service objectives.
- Conducted regular meetings with staff members to discuss performance issues or concerns.
- Addressed customer inquiries promptly and effectively resolved any complaints or disputes.
- Directed team members to provide exceptional service to guests and vendors, maintaining professional relationships of established business.
- Led daily meetings with staff members to identify areas of focus, cover policy changes and facilitate positive communication.
Monitor Tech
AtlantiCare Regional Medical Center
Pomona, NJ
11.2015 - 04.2017
- Precisely analyzed cardiac rhythms for accurate monitoring.
- Conveyed urgent patient information to nursing personnel
- Maintained database and regular logs of daily monitoring activities.
Education
Certification - Cardiology Technician
Star Career Academy-Egg Harbor
Egg Harbor Township, NJ06.2013
High School Diploma - General Education
Buena Regional High School
Buena, NJ01.2009
Skills
- Proficient in Microsoft Word
- Customer Support
- Advanced Excel Skills
- Appointment Coordination
- Effective Organization Techniques
- Refunds processing
- Problem-solving abilities
- Merchandising
- Leadership Experience
- Proficient Typist (60 WPM)
- Experienced in Windows 10
- Micros POS System Management
- Experienced Data Entry Specialist
- Conflict Resolution
- Professional phone voice
Timeline
Customer Resolution Specialist II
DTE Energy
05.2022 - Current
Health Plan Advisor
Bloom Insurance Agency
07.2021 - 12.2021
Monitor Tech
AtlantiCare Regional Medical Center
11.2015 - 04.2017
Assistant Operations Manager (Starbucks)
HMS Host
02.2009 - 10.2020
Certification - Cardiology Technician
Star Career Academy-Egg Harbor
High School Diploma - General Education
Buena Regional High School
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