Michele Crum
Killeen,TX
Summary
Hard working, detailed oriented, and able to multitask. Accustomed to working in fast paced environments with the ability to think quickly and successfully handling difficult circumstances. Excellent interpersonal skills, ability to work well with others in both supervisor and support staff roles. Enjoys sharing knowledge and encouraging development of others to achieve specific team goals. Polite and professional successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
18
18
years of professional experience
Work History
Contact Service Representative
Wellstone Health Partners
02.2024 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Collaborated with team members to achieve high performance metrics and exceed company goals.
- Efficiently collected required information from customers, accurately inputting data into company systems for processing.
- Implemented new strategies for managing difficult calls, leading to faster problem-solving and increased customer satisfaction.
- Built rapport with customers through active listening techniques, empathizing with their concerns, and offering appropriate solutions based on their needs.
Operations Manager
Raising Cane’s
09.2017 - 02.2024
- Lead high energy shifts, manage 10-15 crew members, assist team members in task completion, cash management, knowledgeable of customer service and local charitable benefits.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Customer Service Representative
United Healthcare
10.2016 - 09.2017
- Assisted with 150+ calls daily, helped members with billing questions, set up doctor appointments, enrolled members in healthcare plans.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Nutritional Aid
Killeen Independent School District
01.2014 - 09.2016
- Prepared meals for 500+ children daily, served meals, cashier, maintained kitchen cleanliness, ensured no child went hungry.
- Proactively addressed potential allergens in menu offerings while maintaining high-quality taste profiles.
- Assisted dietitians in developing customized meal plans for patients with specific dietary needs.
- Developed strong relationships with children through attentive listening skills and empathetic communication techniques.
- Served as a mentor for new hires, sharing knowledge about effective techniques in the field of nutritional support.
- Reduced food waste by monitoring portion sizes and adjusting meal plans according to individual patient needs.
- Cut, sliced and ground meat, poultry and seafood to prepare for cooking.
CNA
Wesylan Homes
08.2006 - 02.2010
- Provided care for patients in need, responsible for basic care of 20 bed unit, responded to patient requests, assisted nurses with tasks.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Education
Certified Medical Assistant - Medical Assisting
Cybertex Institute of Technology
Austin, TX11.2024
Some College (No Degree) -
Central Texas College
Killeen, TXDiploma -
Shoemaker High School
Killeen, TX05.2006
Skills
- Ability to work with several different operating systems, including Windows, Excel, and PowerPoint
- Cleanliness
- Exceptional customer service
- Inspired leadership
- Encouragement and motivation of others
- Observation skills to notice compatible skills in others
- Efficient task delegation
Activities
- Volunteer work at local nursing homes.
- Reading motivational books for women.
- Jogging and riding bikes with my boys.
Timeline
Contact Service Representative
Wellstone Health Partners
02.2024 - Current
Operations Manager
Raising Cane’s
09.2017 - 02.2024
Customer Service Representative
United Healthcare
10.2016 - 09.2017
Nutritional Aid
Killeen Independent School District
01.2014 - 09.2016
CNA
Wesylan Homes
08.2006 - 02.2010
Certified Medical Assistant - Medical Assisting
Cybertex Institute of Technology
Some College (No Degree) -
Central Texas College
Diploma -
Shoemaker High School
Similar Profiles
Linda BesstLinda Besst
Patient Service and Authorization Specialist/Surgery Scheduler at Seton Medical Center HH/Wellstone Health PartnersPatient Service and Authorization Specialist/Surgery Scheduler at Seton Medical Center HH/Wellstone Health Partners
Shenqua WolffShenqua Wolff
Medical Assistant at Wellstone Health PartnersMedical Assistant at Wellstone Health Partners
Jamie CheadleJamie Cheadle
Medical Assistant at Wellstone Health PartnersMedical Assistant at Wellstone Health Partners
Juan TorresJuan Torres
Litigation Assistant at The Carlson Law FirmLitigation Assistant at The Carlson Law Firm
Jason CrookJason Crook
Technical Support Representative at Spectrum Enterprises LLC, A Charter CommunicationsTechnical Support Representative at Spectrum Enterprises LLC, A Charter Communications