Crystal Wilson

Work History

North American

07.2020 - Current

Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
Answered customer telephone calls promptly to avoid on-hold wait times.
Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
Trained new hires on company policies, product offerings, and best practices for handling difficult customer situations.
Offered personalized assistance based on each client''s unique situation, leading to higher success rates in retaining customers.
Managed multiple tasks simultaneously during peak call times while remaining composed under pressure.
Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.

Aetna, a CVS Health

01.2016 - 06.2020

Processed insurance company denials by auditing patient files, researching procedures, and diagnostic codes to determine proper reimbursement.
Collaborated with healthcare providers to ensure accurate documentation, leading to timely reimbursements for services rendered.
Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
Achieved high service level scores by effectively resolving customer issues during the first contact.
Investigated and resolved customer inquiries and complaints quickly.
Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Managed high call volumes while providing exceptional customer support and maintaining professional composure.

CVS Pharmacy

01.2013 - 01.2017

Answered incoming phone calls and addressed questions from customers and healthcare providers.
Stocked, labeled, and inventoried medication to keep accurate records.
Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
Entered and processed patients' prescriptions into internal system.
Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.

Hess Express

01.2009 - 01.2011

Kept work areas clean, organized, and safe to promote efficiency and team safety.
Learned all required tasks quickly to maximize performance.
Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
Contributed to team success by completing jobs quickly and accurately.
Operated register to process payments and collect cash payment for order totals.
Assisted with inventory counts and stocking of merchandise.