Krystle Wilson
Rio Rancho,New Mexico
Summary
Desire to work in a growing field and to maximize my contributions and opportunity for advancement.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
City Of Rio Rancho - Utilities
12.2022 - Current
- Coached 12+ employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created, prepared, and delivered reports to various departments.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Completed bi-weekly payroll for 12 employees.
TANF Career Consultant
State of New Mexico - Department of Workforce Solutions
03.2022 - 12.2022
- Determine clients' eligibility and facilitate access to an integrated network of multiple public support programs and services that prevent or reduce poverty and assure low-income and disabled individuals' participation in the lives of their communities
- Interacts with clients to facilitate their transition to self-sufficiency
- Identifies and responds to client's needs and provides timely and appropriate customer service
- Interviews clients and assesses income potential based on language and vocational skills, education level, training needs and employment history
- Authorizes distribution of program benefits and coordinates referrals to appropriate medical, social, educational, and vocational resources
- Performs periodic reviews of benefit authorization and recertification's, in accordance with federal and state regulations
- Provides guidance to clients of available income support and job training programs
- Composes narratives and analyzes case records to support and document eligibility decisions
- Documents clients' employment plans, work participation agreements, referrals, disbursements, and compliance with program policies and regulations
- Maintains case records by verifying and analyzing changes in client's circumstances to determine how information will affect eligibility, benefit levels, and disbursement
- Operates multiple computer systems, which are based on analysis and organization of client information
- Makes presentations about the job-training program to business and government agencies to promote training and work placement opportunities
- Testifies on behalf of agency in hearings and administrative processes
Owner
Happy Home Childcare
11.2019 - 03.2022
- Maintained accurate accounting of tuition and operating reports.
- Maintained high-quality child care standards based on developmentally appropriate practices.
- Oversaw safety requirements, inspection, and certification procedures to facilitate annual licensing review.
- Modernized instructional plans and educational approaches to enhance student learning.
- Supervised childcare workers and oversaw facility to meet state requirements for education and training.
- Assisted in preparation of meals and snacks to provide children with proper nutrition.
- Engaged with children on individual basis to build positive relationships and promote learning.
- Intervened in disruptive behavior, using positive reinforcement strategies to redirect and calm children.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Promoted physical, academic, and social development by implementing diverse classroom and outside activities.
Scheduler/Customer Service
Presbyterian Health Services
12.2017 - 09.2019
- Worked remotely from home
- Inbound call center - Averaged 100-140 calls a day
- Scheduled appointments for 11 clinics
- Primary Care, Internal Medicine, Urgent Care and Behavioral Health
- Created and maintained providers schedules
- Worked directly with the care team to provide patient services such as medication refills, durable medical equipment, test results, lab and radiology orders, billing and symptoms related issues
- Insurance verification and coverage.
Member Services Officer
Sandia Area Federal Credit Union
10.2015 - 06.2017
- Sold and Provided Credit Union product and services based on members needs and/or request
- Performed routine transactions including but not limited to opening and closing accounts, IRA's, Money Markets, Certificates, account transfers and account maintenance
- Performed loan interviews, gathered background information on loan applicants such as consumer reports, employment/income verification, residence information, etc
- Prepared loan documents, checked for accuracy and completeness, closed and disbursed loans
- Answered inbound calls from call center on member inquires, account maintenance and loans
- Sold credit life and credit disability insurance, as well as GAP insurance
- Met and exceeded sales goals on a monthly basis.
Customer Service Representative/Tech Support/Online Community Specialist
T-Mobile USA
09.2011 - 09.2015
- Inbound and outbound calls
- Troubleshooting Android, Apple, Windows and blackberry
- Filed and completed service requests and/or trouble tickets for service issues
- Smartphones, Tablets, and Mobile Hotspot
- Performed routine transactions such as billing and payments, upgrades and sales, disputes, and retention
- Consistent top performer at 120% to goal or higher
- Coached and developed new and existing representatives
- Facilitated on going trainings for all floor representatives
- Managed T-Mobile's social media accounts
- Designed, built and maintained www.T-Mobile.com
- Customer escalations from the FCC, Better Business Bureau and Customer relations.
Education
High School Diploma -
Rio Rancho High School
Rio Rancho, New Mexico05.2007
Skills
- Call Center Operations
- Report Generation
- Time Management
- Performance Evaluations
- Policy Enforcement
- Records Management
- Problem-Solving
- Team Development
- Delegating Work
- Proficient in Microsoft office - Excel, Word, Powerpoint, Outlook
- Customer Service
- Quality Assurance
- Data Entry
- Payroll Administration
- Staff Management
Timeline
Customer Service Supervisor
City Of Rio Rancho - Utilities
12.2022 - Current
TANF Career Consultant
State of New Mexico - Department of Workforce Solutions
03.2022 - 12.2022
Owner
Happy Home Childcare
11.2019 - 03.2022
Scheduler/Customer Service
Presbyterian Health Services
12.2017 - 09.2019
Member Services Officer
Sandia Area Federal Credit Union
10.2015 - 06.2017
Customer Service Representative/Tech Support/Online Community Specialist
T-Mobile USA
09.2011 - 09.2015
High School Diploma -
Rio Rancho High School
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