Summary
Overview
Work History
Education
Skills
References
Timeline
Crysteeana Close

Crysteeana Close

Hiawatha,IA

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

17
17
years of professional experience

Work History

Janitorial

TSJ Services
Cedar Rapids, IA
11.2006 - 09.2020
  • Executed regular maintenance duties including dusting, vacuuming, window cleaning, and other general janitorial tasks on a weekly basis.
  • Performed light janitorial duties such as sweeping floors and cleaning counters.
  • Reviewed invoices related to janitorial services prior to submitting them for payment processing.
  • Ensured all safety protocols were followed while performing janitorial duties.

Customer Support Specialist

Safelite Solutions
Hiawatha, IA
03.2012 - 01.2019
  • Processed claims by obtaining necessary documents and information from policyholders, witnesses, medical providers.
  • Advised customers on how to minimize risk exposure in order to avoid future losses.
  • Assisted new policyholders with processing claims.
  • Assisted claimants, providers and clients with problems or questions regarding claims.
  • Communicated effectively with policyholders, providing updates and explaining the claims process clearly.
  • Coordinated with repair facilities and contractors to obtain repair estimates and ensure quality services.
  • Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
  • Performed activities on time while maintaining regular attendance and punctuality to support scheduling and work coverage.
  • Interacted with customers pleasantly to meet needs and drive satisfaction.
  • Demonstrated professional conduct with clients to deliver outstanding customer service.
  • Validated performance of pre-release and finished products for compliance with both regulatory standards and internal business goals.
  • Led full product development lifecycles from concept phase through final production.
  • Worked effectively in team environments to make the workplace more productive.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Maintained updated knowledge through continuing education and advanced training.
  • Recognized by management for providing exceptional customer service.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Ensured compliance with company policies and procedures throughout the team.
  • Delegated daily tasks to team members to optimize group productivity.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
  • Identified needs of customers promptly and efficiently.
  • Maintained a positive attitude while working long hours under challenging conditions at times.
  • Upheld high standards of professionalism in high-stress environments.

Customer Service

APAC Customer Service
Cedar Rapids, IA
11.2008 - 12.2009
  • Provide inbound customer service for prepaid and postpaid customers, assist with general account inquiries, take payments on account for customers, contacting customers' old telephone provider to gather information to switch to AT&T, which was assigned to by APAC, troubleshoot technical issues with customers' equipment for cellular service, landline service, cable, and internet provided by AT&T.
  • Maintained high standards of customer service.
  • Resolved customer service issues as needed.
  • Provided customer service support when needed.
  • Resolved customer complaints regarding malfunctioning or damaged cell phones.
  • Instructed customers on how to properly maintain their cell phone device.
  • Reconfigured settings on customers' devices according to their needs.
  • Answered incoming calls promptly and professionally.
  • Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
  • Diagnosed and resolved hardware and software issues on a variety of mobile devices.
  • Assisted customers with troubleshooting data connection issues related to their cell phones.
  • Programmed SIM cards for customers' new or existing cell phone plans according to their requirements.
  • Verified customer's identity before activating new devices.
  • Ensured compliance with company policies by monitoring customer interactions for quality assurance purposes.

Customer Service

Alliance Claims Solutions
Cedar Rapids, IA
11.2007 - 11.2008
  • Handle inbound auto glass claims, process First Notice of Loss reports for auto collision and auto comprehensive claims, process inbound claims for Workers' Compensation and Property Claims, regularly process claims for multiple customers, process statements pertaining to accident claims, and establish the procedure for statement transcriptions.
  • Maintained high standards of customer service.
  • Provided excellent customer service throughout each call.
  • Resolved customer service issues as needed.
  • Provided superior customer service at all times.
  • Contributed to a positive customer service experience by providing excellent customer service skills.
  • Organized training sessions for new transcriptionists on best practices, tools, techniques, and technologies used in the industry.
  • Assisted with troubleshooting issues related to equipment malfunctions or other problems encountered during the transcription process.
  • Monitored the quality of audio recordings and transcripts, providing feedback as needed.
  • Maintained an accurate record of all transcribed audio files in accordance with company standards.
  • Assisted with training new staff members on proper use of transcription software programs.
  • Demonstrated excellent listening skills to ensure accurate transcription of audio recordings.

Call Center/Customer Service Rep

U.S. Cellular
Marion, IA
11.2006 - 07.2007
  • Provide inbound customer service for personal and small business accounts, assist clients with general billing inquiries, provide inbound payment services for U.S
  • Cellular customers, troubleshoot technical issues with customer phones

Customer Service Rep/Call Center

MCI Communications
Cedar Rapids, IA
06.2003 - 11.2006
  • Assigned to Business Sector handling phone services and international calling plans, assisted customers with general billing inquires and resolving billing issues, updated and maintained customer account information, established new customer accounts and activated account upgrades, provided management with regular reports pertaining to customer satisfaction

Education

Bachelor of Science -

American InterContinental University, Schaumburg, IL
02-2027

GED -

Kirkwood Learning Center, IA

Ability to multitask, Demonstrative of the skills to manage relationships, Qualified to manage and be a positive energetic leader, Able to work within a team

Skills

  • Inbound and Outbound Calling
  • De-Escalation Techniques
  • Multi-Task Management
  • Technical Support
  • Call Center Operations
  • Active Listening
  • Escalation management
  • Computer Proficiency
  • Adaptive team player
  • Problem-Solving
  • Continuous Improvement
  • Workflow Management
  • One Call Resolution
  • Handling Escalations
  • Training and mentoring
  • Inbound Customer Service
  • Call Documentation
  • Regulatory Compliance
  • Computer Skills
  • Customer service excellence
  • Understanding Customer Needs
  • Problem-solving abilities
  • Policies and Procedures Adherence
  • Multitasking
  • Analytical Thinking

References

References available upon request.

Timeline

Customer Support Specialist - Safelite Solutions
03.2012 - 01.2019
Customer Service - APAC Customer Service
11.2008 - 12.2009
Customer Service - Alliance Claims Solutions
11.2007 - 11.2008
Janitorial - TSJ Services
11.2006 - 09.2020
Call Center/Customer Service Rep - U.S. Cellular
11.2006 - 07.2007
Customer Service Rep/Call Center - MCI Communications
06.2003 - 11.2006
American InterContinental University - Bachelor of Science,
Kirkwood Learning Center - GED,
- ,

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