Summary
Overview
Work History
Education
Skills
Timeline
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CRYSTAL WILLIS

Houston,TX

Summary

Energetically driven Technical Coaching Analyst with a proven track record at Cigna, enhancing chat support efficiency and agent technical proficiency. Mastered customer service and analytical thinking, achieving significant improvements in agent performance and customer satisfaction. Expert in CRM and de-escalation techniques, I excel in fast-paced environments, consistently exceeding customer expectations.

Overview

10
10
years of professional experience

Work History

Technical Coaching Analyst/Chat Support

Cigna
Remote
11.2021 - 11.2024
  • Develop and deliver training sessions and one-on-one coaching to chat support agents, focusing on improving technical skills and knowledge.
  • Monitor and evaluate chat support agent performance, identifying areas that require improvement and providing constructive feedback.
  • Collaborate with relevant teams to optimize chat support processes, ensuring efficiency and accuracy in technical assistance.
  • Maintain detailed records of technical issues, resolutions, and coaching sessions to track progress and identify recurring problems.

Healthcare Customer Service Representative/Claims Representative

Acclara
Remote
04.2018 - 11.2021
  • Answering inbound calls, emails, and chats from customers regarding their healthcare claims. Providing clear and accurate information about claims status, benefits, and coverage.
  • Addressing customer inquiries, complaints, and feedback in a professional and courteous manner. Assisting customers with understanding their Explanation of Benefits (EOB) statements
  • Verifying claims information and ensuring completeness and accuracy. Coordinating with healthcare providers and insurance companies to resolve claims issue
  • Investigating and resolving claims discrepancies and issues. Researching denied or rejected claims to determine the reason and provide solutions.. Accurately entering and updating customer and claims information
    in the CRM and claims processing systems.

Customer Service Representative

Waste Managment
01.2015 - 03.2018
  • Handle a high volume of inbound calls from customers regarding Waste Management services, including waste collection, recycling, and disposal. Assist customers with setting up, modifying, or canceling waste collection services, and provide information on service schedules and policies.
  • Provide basic troubleshooting support for customers experiencing issues with online account management or Waste Management's digital services.
  • Accurately document all customer interactions, transactions, and service requests in the customer relationship management (CRM) system.
  • Assist customers with billing inquiries, payment processing, account updates, and resolving billing issues.

Education

Associate of Arts -

Southern New Hampshire University
Hooksett, NH
05-2020

High School Diploma -

Yates High School
Houston, TX

Skills

  • Exceeding Customer Expectations
  • Analytical Thinking
  • Risk Analysis
  • Claims
  • Customer Service
  • Data Entry
  • Email Support
  • Remote and Call Center Operations
  • Customer Relations
  • Multiple priorities management
  • Payment Processing
  • Call Management
  • Customer Relationship Management (CRM)
  • Time Management
  • Eligibility Determination
  • Customer Service-Oriented
  • Customer service and support
  • Financial statements expertise
  • De-Escalation Techniques
  • Bookkeeping

Timeline

Technical Coaching Analyst/Chat Support

Cigna
11.2021 - 11.2024

Healthcare Customer Service Representative/Claims Representative

Acclara
04.2018 - 11.2021

Customer Service Representative

Waste Managment
01.2015 - 03.2018

Associate of Arts -

Southern New Hampshire University

High School Diploma -

Yates High School

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CRYSTAL WILLIS