Crystal Matthews

Huntsville, AL *****

ad4x7n@r.postjobfree.com

+1-256-***-****

To secure a customer service or sales position in a reputable facility where I can continue to develop and enhance my hands-on skills and knowledge. I offer relevant education and knowledge. Work Experience

CSR energey rep

Continuum Global Solutions - Huntsville, AL

March 2023 to Present

• Assit customers with there utility bill

• Setup payment arrangements for customers

• Made out bound calls to customers to see if we could further assit them.

• Went over customers usage and billing information

• Referred customers to reliable resources for more assistance

• Updated customers account information as well as verified there account information

• Setup medical forms on customers accounts

• Started and stopped customer accounts as well opened new accounts

• Maintained a QA score of 93% and an aht score 95%

• Multi-tasked through multiple systems on dual monitors while taken back to back calls. Scheduling Agent

Aspen Dental - Huntsville, AL

June 2022 to January 2023

· Took inbound calls for patients that needed a regular or emergency dentist appointment.

· Scheduled new patients for appointments to see a specialty dentist.

· Sent emails to get sooner appointments/reached out to the offices as well

· Reached out to patients for follow up treatment plans.

· Setup payment plans for patients without insurance.

· Educated the patient on our products.

· Advised patient to schedule the whole family so everyone can better health. Customer Services Rep

Doctor office - Huntsville, AL

March 2020 to May 2022

Alorica

· Took inbound calls and made outbound calls.

· Went over payments with claims reps.

· Re processed claims as needed due to non-payment or because the coding was wrong.

· Worked with patients and the Doctor office to get payment.

· Processed Patient accounts for their meds.

· Ran their insurance for their meds.

· Setup shipping of the patient meds as well as the patient appointment.

· Processed patient insurance.

· Interacted with insurance reps to make sure payment was received. Tech Support Neo-nova

Huntsville, AL

August 2017 to May 2021

· Resolved issues related to Internet network connectivity, as well as problems associated with software and hardware issues

· Scheduled appointments for repairs to ONT’s

· Remote into customer’s computer to resolve their technical issues

· Assist customer with router/modem

· Ping customer’s WAN/LAN IP addresses

Setup the Technician Calls

Field Services - Huntsville, AL

January 2017 to August 2017

· Schedule and managed weekly work orders

· Organized technicians’ daily routes

· Setup appointments for the techs

Sales Rep

ACE 2.0/AT&T - Huntsville, AL

December 2014 to December 2016

Direct TV

· Enhanced the customer experience by assisting the customer with inquiries and resolving potential customer services issues

· Multitasked between multiple systems while still interacting with the customer

· Provided sales support to pre-existing and existing customer, coordinating new equipment orders

· Resolved all customer billing issues

· Assisted the coaches in the training classes when needed

· Exceeded all sales goals

· Obtained an availability of 99% as well as my AHT was 97% or above

· Interact with my fellow co-works and management team on a monthly basis’s to see how we can enhance the customer experience

· Responded to pricing inquiries, providing accurate and timely information and quotes

· Perform calculation of credit adjustment and forward adjustments accordingly CAE Specialist/Video Repair

Comcast - Huntsville, AL

July 2013 to November 2014

Comcast XFINITY

· Performed customer services duties in a call center environment

· Assisted customers with setting up there TV’s as well as assisted the customer with programing there remotes

· Troubled shot customer TV and internet equipment

· Navigated through the systems in a fast in timely manor

· Upgraded customer to either a new line of business or upgraded there channel line up

· Coached new employees through screening process

· Addressed, Transferred or Diffused Disgruntled customers

· Worked with the escalation team where I called the customer back and tried to resolve their problem

· Obtained a Transfer Rate goal of 20% as well as an Average Handle Time goal of 98%

· Explained customer accounts/Received payments

Education

High School Diploma

S.R. Butler High School - Huntsville, AL

August 1999 to May 2003

Skills

• MS Word

• MS Office

• MS Excel

• MS Project

• MS PowerPoint

• MS Outlook

• WordPerfect

• Word Processor

• Multiple Phone Lines

• Flexible & Able to Prioritize Work to Meet

Deadlines

• Decision Making

• Communication

• Organizational

• Problem-Solving

Skills

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