CRYSTOL BRASS
Client Education & Process Improvement Specialist
Rosharon,TX
Summary
Customer Success & Process Improvement Specialist with a proven track record of helping customers maximize value, improve retention, and streamline workflows. Over 10 years of experience working in customer engagement, training, and process optimization. Skilled at identifying risks, guiding customers to successfully use all aspects of the product, and driving renewals through strategic collaboration. Passionate about helping customers succeed while making processes more efficient. Seeking an opportunity to leverage my skills in customer success, engagement, and retention strategies to create meaningful impact.
Overview
9
9
years of professional experience
2
2
Certificates
1
1
year of post-secondary education
Work History
Senior Client Education & Process Analyst
CONNIE HEALTH INC.
03.2022 - Current
- Managed a portfolio of 2,000+ customers, tracking usage trends, renewals, and satisfaction to improve retention
- Developed and led customer engagement initiatives that helped customers fully utilize the product, driving stronger renewals and long-term value
- Identified customer pain points through data analysis and implemented solutions that increased retention and reduced early-stage churn
- Partnered with internal teams to automate processes, streamline onboarding, and improve overall customer experience
- Designed and delivered training programs to empower customers with the knowledge and tools needed to maximize their investment
- Provided leadership with data-driven insights on customer behavior, influencing engagement strategies and retention efforts
Licensed Medicare Customer Service Representative
HUMANA
09.2019 - 03.2022
- Provided expert guidance on Medicare enrollment, claims processing, and policy navigation to thousands of clients
- Assisted clients with Medicare Part A, B, C, and D inquiries, ensuring a comprehensive understanding of benefits
- Resolved complex claims and payment discrepancies, reducing processing errors and improving customer satisfaction
- Identified inefficiencies in claims handling, recommending process adjustments that improved resolution times
- Ensured HIPAA compliance while managing and protecting sensitive customer information
- Trained new hires on company protocols, software usage, and effective communication techniques to ensure their success in the role.
Lead Dispatcher
VILLAGE PLUMBING
11.2015 - 09.2019
- Supervised scheduling and dispatch operations, ensuring timely and efficient service delivery
- Developed training programs for new dispatchers, improving team efficiency and customer response times
- Optimized workforce allocation, reducing service delays and improving job completion rates
Skills
Process Optimization & Strategy – Designed and implemented workflow improvements, leading to measurable gains in efficiency and customer engagement
Leadership & Team Development – Coached and mentored new hires and senior employees, increasing productivity and job confidence
Customer Relations & Retention – Built lasting relationships with clients, driving high satisfaction and repeat business
Training & Development – Created and led structured training programs that enhanced onboarding, retention, and operational consistency
Problem-Solving & Operations Management – Identified and resolved inefficiencies, improving customer experience and business outcomes
CRM & Data Management – Proficient in CRM platforms (Salesforce, HubSpot) for tracking customer interactions, analyzing trends, and optimizing performance
Cross-Team Communication – Served as the liaison between departments, ensuring alignment on key business initiatives and smooth information flow
Accomplishments
- Created and Proposed Senior ISR Role - Identified knowledge gaps and developed a structured role to enhance training and operations.
- Developed Medicare Client Outreach Strategy - Initiated provider partnerships, influencing a company-wide shift in client engagement.
- Optimized Call Routing & Workflow Systems - Recommended and implemented process changes that reduced hold times and increased efficiency.
- Recognized for Customer Excellence - Consistently praised by clients for exceptional service, transparency, and problem-solving.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Result-based project management
03-2025
• Data Analysis for Decision Making
05-2024
Bachelor of Science - Applied Psychology
University of Phoenix
11.2023 - Current
Senior Client Education & Process Analyst
CONNIE HEALTH INC.
03.2022 - Current
Licensed Medicare Customer Service Representative
HUMANA
09.2019 - 03.2022
Lead Dispatcher
VILLAGE PLUMBING
11.2015 - 09.2019
Education
Bachelor of Science - Applied Psychology
University of Phoenix
Tempe, AZ 11.2023 - Current
Certifications & professional Development
Certifications & Professional Development
• Result-Based Project Management – Inter-American Development Bank Completed: [March, 2024]
• Data Analysis for Decision Making – Rochester Institute of Technology Completed: [May, 2024]
- Lean Six Sigma Green Belt (In Progress) – [IASSC]