Crystal Y. Freeman

*** **** ***. *.*.

Atlanta, GA. 30312-3452

Cell 404-***-****

ad392l@r.postjobfree.com

OBJECTIVE

To utilize my strong analytical skills and experience in the Client Services field, offering the potential for growth and advancement.

PROFILE

A highly qualified dedicated Client Services professional, offering versatile strengths, and a record of successful job performance. Demonstrating effective skills in analyzing reports, organizing/coordinating, negotiating, client relations, and problem solving.

Certified member of the AAPC, American Academy of Professional Coders. Experienced in ASA and ASO claims, familiar with all update on the McKesson issues.

Observant to detail and understanding of contract provisions and troubleshooting.

Possess ability to learn quickly and adapt to new environments with minimal supervision.

Sociable, personable, adaptable; communicates easily with a wide range of personalities.

Well organized; follows through to the last detail; committed to producing results beyond what is expected.

PROFESSIONAL EXPERIENCE

Delta Air Lines, Inc Jan 2008 – Aug 2020 Atlanta, GA 40 Hours A Week

Customer Service Solutions Supervisor/Ticket Counter Agent

Customer Solution Supervisors connect with customers via phone or in writing and create an experience where customers know they have been heard and understood and feel valued and important. Provide quality responses to external customers who have contacted Delta regarding a service failure or other complaint, compliment, suggestion, or request for assistance through our Customer Care phone lines or written correspondence. Customer Solution Supervisors represent Delta and its executive officers in written and verbal communication with customers demonstrating Delta's corporate values. Making sound decisions with positive results. I demonstrated a high level of customer focus, finding win-win solutions for the customer and Delta. Effectively listening, quickly identifying, and owning customer issues, making quality decisions, multi-tasking, and interacting with a globally diverse group of customers and colleagues accomplish this. Offers ideas and suggestions on best practices and process improvements. Practice’s safety-conscious behaviors in all operational processes and procedures.

In my duties as a Ticket Agent, it involves checking-in passengers; guiding customers through the ticketing and reservations process, directing them to their gate, and helping to ensure their bags meet them when they arrive at their destination. At Delta Air Lines, my number one focus is to enhance all aspects of each customer's travel experience. Working the front lines at the airport, I understand the demands of air travel and I’m committed to make the experience as smooth and enjoyable as possible. I believe that what I do as a ticket agent changes how passengers feel about flying, particularly before they get on the plane? I am very team oriented, and enjoy the interaction of others, love to provide great customer service.

IBM Southeast Employees Federal Credit Union

Teller Sep 2006 – Aug 2007 Atlanta, GA 40 Hours A Week

Responsible for processing accurate account transactions and maintenance provide members with up-to-date information on all product and service and features and benefits to banking with a Credit Union rather than a bank. Balance daily cash drawer, knowledge of safety, audit dual control, fraud, and all security procedures.

Medical Management Professionals MMP Dec 2003 to Sep. 2005 Marietta, GA 40 Hours A Week

Account Manager for “Pain Accounts”

Responsible for follow up commercial and Workers Compensation accounts under Pain management. Checked for coding errors, appeals on codes that were not considered and being familiar with all updates from McKesson and the American Society of Anesthesiologist.

Pain Management Center Feb 2002 – Nov 2003 Austell, GA 40 Hours Weekly

Marketing Director

Responsibilities included marketing the practice to generate a high volume of new patients and keeping up with all new referrals. Met with community physicians to provide updates relevant to Workers Compensation, Medicare/Medicaid. Visited at least 5 physicians per day to increase referrals. Established the practice name throughout the metro Atlanta area. Workers Compensation specialists.

GEORGIA PAIN PHYSICIAN Feb 2000 – Jan 2002 Atlanta, GA 40 Hours A Week Medical/Billing Specialist

Responsible for scheduling, commercial billing/Worker’s Comp insurance, corresponding with insurance companies, and following Attorney Liens. Resolved contract issues and maintained an Aged Trail Balanced Report, also responsible for the resolution of denials, coding bills, and checking codes prior to billing them. Complied with Medicare/Medicaid laws, changes, and updates. Daily communication with insurance companies.

Education

Richland University, Richardson, Texas

Candidate: Bachelor of Arts in Sociology

Professional Development and Skills

Member, American Academy of Professional Coders

Certified, ICD-9 and CPT 2001, 2002 and HCPCS

The Medic/Tiger medical Application

Proficient in People Soft Human Resource Application

Microsoft Office Applications, Desk Top Publishing, Microsoft Outlook, and Excel

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