KRYSTAL GOFF
Waukegan,IL
Summary
Experienced customer service representative brings 6+ years of applying exceptional customer service, conflict mediation, and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. A responsive and resilient team player with an adaptable and resourceful mindset. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
9
9
years of professional experience
Work History
Customer care Representative
Alorica, NV
01.2019 - 07.2023
- Offer personalized assistance and solutions to customers based on their specific needs and concerns
- Assist in troubleshooting technical issues and providing solutions to customers
- Maintain high level of product knowledge to effectively address customer inquiries and provide accurate information on products and services
- Maintain important level of professionalism and confidentiality while handling customer inquiries and concerns
- Provided customers with product and service information
- Communicated information regarding status on billing claims and provider network participation
- Responded to general questions from insureds and providers regarding provider networks, billing, correspondence, and claims
- Coordinated claim activities on behalf of insured and providers by interacting with medical and case management personnel to provide information and resolve issues
- Performed routine research related to claim history, contract benefits, and system guidelines to determine overpayments, duplicates, underpayments, or receipt of no payment for claim resolution.
Customer Service Representative
Vxi Global Solutions
06.2017 - 12.2018
- Answered incoming calls from customers and provided assistance and information
- Researched and resolved customer inquiries and complaints
- Updated customer information and processed orders
- Identified and escalated priority issues
- Routed calls to appropriate resources
- Followed up with customers when necessary
- Documented all call information according to standard operating procedures
- Completed call logs and produced call reports
- Maintain positive attitude and professional demeanor when interacting with customers
- Providing exceptional customer service and ensuring customer satisfaction
- Conduct customer satisfaction surveys to gather feedback and identify areas for improvement
- Effectively communicate with team members and management to ensure a smooth and efficient workflow.
Security Officer
Allied Universal
06.2014 - 04.2017
- Excellent verbal communication skills, Ability to provide quality customer service, and exceptional public relations skills
- Strong observation skills and good management skills
- Patrolled facility and manned post as instructed by security management
- Examined doors, windows, and gates to determine they are secure
- Regulated vehicle and pedestrian traffic at access points to maintain an orderly flow
- Filed reports, monitored and patrolled designated areas
- Maintain accurate records of all security-related incidents and submit detailed reports to security management for review.
Education
Associate of Arts - Healthcare Management
Pima Medical Institute
Tucson, AZ01.2024
High School Diploma - undefined
Ulysses S Grant High School
Van Nuys, CA2011
Skills
- Customer Relations
- Online Chat
- Data Evaluation
- Project Management
- Microsoft Office
- Understanding Customer Needs
- Problem Resolution
- Administrative and Office Support
- Training and Development
Timeline
Customer care Representative
Alorica, NV
01.2019 - 07.2023
Customer Service Representative
Vxi Global Solutions
06.2017 - 12.2018
Security Officer
Allied Universal
06.2014 - 04.2017
Associate of Arts - Healthcare Management
Pima Medical Institute
High School Diploma - undefined
Ulysses S Grant High School
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