Krystal Cole
Experienced Remote Call Center Specialist
Detroit,MI
Summary
- Highly organized, detailed oriented with strong listening skills:
- 33 years of experience in customer service demonstrating ability to gain complete customer satisfaction.
- 15 years administrative and clerical functions of an office environment.
- 15 years in a call center environment.
- 2 years remote work environment
- Satisfying customers is my focus, but long term, that requires valuing & growing positive relationships with clients, co-workers, and colleagues at all organizational levels.
- As a team player I was acknowledged to be dedicated and focused - able to prioritize, while being flexible to multiple tasks as needed. When team objectives required individual action I responded as a self-motivated professional by independently completing my delegated tasks on time
Overview
14
14
years of professional experience
Work History
WAH Remote Customer Contact Center Specialist
Logisticare/Modivcare
Southfield, MI
01.2017 - 08.2021
- Arranged reservations on behalf of Medicaid for Medicaid members.
- Completed intake calls with Medicaid members for transportation to their medical appointments.
- Resolved issues between contracted transportation drivers and Medicaid members.
Parts Delivery Specialist
Oreilly Auto Parts
Centerline, MI
01.2015 - 01.2016
- Provided excellent customer service.
- Ensured efficient and timely delivery of auto parts to local stores for auto parts customers.
- Completed deliveries in company provided vehicle ensuring driver safety and following all company guidelines.
- Trained parts delivery drivers on route information and processing of stock transfers and trip sheets.
Customer and Claims Service Specialist
Sedgwick CMS
Southfield, MI
01.2012 - 12.2012
- Processed Disability and FMLA claims for 58,000 hospital employees across the entire Southern region of the United States.
- Teamed with claims examiners, gathering time sensitive information from claimants, thus reducing delays in payments.
- Reviewed documentation for accuracy and compliance with company policies.
- Communicated with clients to clarify information and resolve inquiries.
- Maintained organized records of claims correspondence and transactions.
- Assisted in training new staff on claims processing protocols and systems.
- Resolved customer complaints promptly and professionally.
Independent Audit Verification Representative
Kelly Services
Highland Park, MI
01.2009 - 07.2010
- My workload required 50% of the work day visually verifying customers' personal and confidential documents regarding insurance coverage and the other 50% providing case information to employees via phone in a call center environment.
- By following company policies and procedures I was able to save 15% in insurance benefit pay outs for our client.
- Communicated effectively with candidates to gather necessary information.
- Verified candidate information against established databases and documentation.
- Maintained accurate records of verification requests and responses.
- Collaborated with team members to streamline verification procedures.
- Ensured compliance with company policies during the verification process.
- Processed incoming documents from customers and verified their accuracy prior to entering them into the system.
- Ensured compliance with applicable laws, regulations, and internal policies when conducting verifications.
Customer Account Executive
Comcast
Ann Arbor, MI
01.2008 - 11.2009
- I was able to build and maintain a rapport with each customer by actively listening to understand and identify the problem.
- In the process I asked probing questions to further isolate the issue.
- Implementing this plan of action on every call provided me the ability to effectively communicate and troubleshoot with my customer to resolve the problem.
- This technique ensured quality customer service there by retaining 80 customer accounts a day and maintaining a personal 100% weekly performance metrics.
- Provided support in resolving billing and payment issues.
- Learned company products and services to assist customers effectively.
- Maintained accurate records of customer interactions and transactions.
- Utilized company software to manage customer account details.
- Communicated clearly with customers to understand their needs.
- Pursued sales goals with competitive approach and attitude of continuous improvement.
- Resolved customer issues and complaints in a timely manner.
Education
(AA) - Secretarial Science
Lewis College of Business
MISkills
- Highly organized
- Detail oriented
- Strong listening skills
- Customer service
- Administrative functions
- Clerical functions
- Call center experience
- Relationship building
- Team player
- Dedicated
- Focused
- Prioritization
- Flexibility
- Self-motivated
- Research skills
- Time management
- Issue resolution
- Transportation logistics
- Effective communication
- CRM software
- Call handling
- Verbal and written communication
- Call control skills
Timeline
WAH Remote Customer Contact Center Specialist
Logisticare/Modivcare
01.2017 - 08.2021
Parts Delivery Specialist
Oreilly Auto Parts
01.2015 - 01.2016
Customer and Claims Service Specialist
Sedgwick CMS
01.2012 - 12.2012
Independent Audit Verification Representative
Kelly Services
01.2009 - 07.2010
Customer Account Executive
Comcast
01.2008 - 11.2009
(AA) - Secretarial Science
Lewis College of Business
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