Crystal Baker
Grand Rivers,Kentucky
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
7
7
years of professional experience
Work History
Customer Service Team Lead
Ttec (TeleTech) - HealthCare Solutions
Greenwood Village, CO
07.2017 - Current
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
Education
Associate Degree In Nursing - Nursing
Western Kentucky University
Bowling Green, KY05.1987
Skills
- Policy Enforcement
- Customer Satisfaction
- Professional telephone demeanor
- Customer Relations
- Staff education and training
- Quality Control
- Medical terminology knowledge
- Customer Service
- Team Management
- Escalation Handling
- Telephone Etiquette
- Performance Evaluation
- Call center experience
Accomplishments
Winner of the Heartbeat Award given by UnitedHealthcare for Customer Service Excellence in 2019.
Timeline
Customer Service Team Lead
Ttec (TeleTech) - HealthCare Solutions
07.2017 - Current
Associate Degree In Nursing - Nursing
Western Kentucky University