Terri Crawford
Summary
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
MedAssist Solutions
01.2020 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Investigated and resolved customer inquiries and complaints quickly.
Sales Associate /Team Leader /Team Trainer
Americas Window
09.2010 - 12.2019
- Trained and developed new sales team associates in products, selling techniques, and company procedures.
- Engaged with customers to effectively build rapport and lasting relationships.
- Managed daily operations efficiently, ensuring smooth workflow and optimal productivity levels within the team.
- Conducted regular meetings with the team to review progress against goals, address challenges, and celebrate successes together.
- Trained and developed new hires in company processes, product knowledge, customer service, and selling techniques.
- Evaluated staff performance regularly, offering constructive feedback and implementing professional development opportunities.
Customer Service Representative
Norton Healthcare
03.2005 - 09.2010
- 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.
- Successfully mediated disputes between customers and the insurance company regarding claim denials, resulting in increased customer satisfaction.
- Actively facilitated resolution of complex policy discrepancies, ensuring timely and accurate claim payouts.
- Navigated challenging customers situations involving policy interpretation, providing clear explanations and achieving positive outcomes.
- Resolved customer complaints related to coverage issues by thoroughly reviewing policy details and collaborating with internal teams to find viable solutions.
- Effectively addressed customer concerns regarding billing discrepancies, leading to a reduction in escalated cases.
Education
High School Diploma -
North Harrison High School
Ramsey, IN05.1980
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Expertise in identifying and resolving claim denials
- Ability to analyze claim data for accuracy
- Familiarity with payer specific billing requirements
- Meticulous attention to detail to ensure accurate billing
Timeline
Customer Service Representative
MedAssist Solutions
01.2020 - Current
Sales Associate /Team Leader /Team Trainer
Americas Window
09.2010 - 12.2019
Customer Service Representative
Norton Healthcare
03.2005 - 09.2010
High School Diploma -
North Harrison High School
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