Data Entry Customer Service

Crystal L. Lewis

**** ****** ***** ** ********, Georgia 30038 717-***-**** Cell

Email: ******.*************@*****.***

PROFESSIONAL SKILLS

Microsoft Office Suites Customer Service Bookkeeping/Handling Cash Database Management Data Entry Master Back System (MBS) Office Procedures Purchasing Contract RightNow Web (RNW) Accounts Receivable/Payable Payroll Accurint

10 Key Punch (8,000 KPM) Typing (50WPM) Patient Access Escalated complaints Salesforce Healthcare (Front and back office) Power BI FraudPoint

PROFFESSIONAL EXPERIENCE

LexisNexis – Escalation Team Alpharetta, Ga

Consumer Escalation Analyst Rep III/Team Lead 2019 – 2024

Handle escalations/complaints from Better Business Bureau, Consumer Financial Protection Bureau, Attorney General and Legal

Monitor escalated recurring issues and adverse trends during re-investigation of consumer’s complaint and inquiries

Function as a resource for the consumer and compliance regulation affecting the consumer’s report

Determine appropriate corrective action to be taken and to ensure areas of non-compliance are corrected

Proactively manage risks with the escalation analysts’ team and coordinate solution options for issues

Complete research which included timelines for our Legal and Compliance Team

Triage issues, organize and simplify large amount of information

Write clear and effective correspondence to the consumers and agencies; review with management prior to sending

Conducts record searches, investigate, and summarizes facts; send requests for investigation, draft response letters, log, and track escalated complaints received: CFPB, Consumer, Attorney, Lawsuits, and other Regulatory Boards

Handle escalated calls from customers, government agency employees and Legal Department.

Solve standard problems by analyzing possible solution using experience, judgment, and precedents

Work with Project Management and Support teams to resolve system and process issues

Act as Tier II and Tier III escalation for dispute resolution.

Develop, maintain, and administer shared databases and define and develop SOPs and procedures for data handling

Other projects and responsibilities may be added at the supervisor’s/manager’s discretion

Worked directly the fraud team, after running the consumer thru FraudPoint, when we received suspicious documents from the consumer.

Team lead duties, which included assigning cases, assisting peers with complaints, viewing charts and all other duties assigned by mgr.

LexisNexis – Special Operations Team Alpharetta, Ga Senior Consumer Rep 2018 - 2019

Interview potential new hires

Facilitate new hire training, guiding and coaching

Mentor and coach peers

Generate workable solutions to resolve complaints

Provide research and analytics to the management team to identify potential trends and fraud

Make use of proven business techniques in the identification of lapses and loop holes in the organization and recommend better strategies that will yield better results

Collaborate with CI team on special operations workflow process mapping

Perform Level One Audits on team members assignments checking for accuracy and completeness within compliance and FCRA guidelines

Process daily escalation emails assigned by management, which requires extensive research

Collaborate with Compliance and the Legal Team to ensure cases are complete within a certain timeframe

Build and maintain internal/external relationships to collaborate effectively to resolve customer’s request and concerns

Research insurance and public record data to investigate consumer and business disputes

Liaison for colleagues in Alpharetta and in the Philippines

Assign work to peers and acts as a point of contact in my manager’s absence LexisNexis – Dispute and Resolution Team Alpharetta, Ga Consumer Advocacy Rep 1 2017 - 2018

Reviews claims and analyzes if disputes should be handled internally or sent externally to Fair Information Practice

(FIP), Credit Bureaus or internal colleagues

Utilize databases (MBSI, DOST, Bugzilla) to enter disputes and Personal Identifiable Information (PII) and ensures timely completion of disputes meeting or exceeding the SLA set forth by FTC/FCRA

Search consumer profiles and initiates disputes based on details found on consumers’ reports

Review reports for accuracy and correct disclosure making final decision on which reports are sent to consumers

Follow strict guidelines and SOP regarding various disputes State Farm Atlanta, Ga

Claims Associate ILR 2014 – 2016

Communicating with customers and associates over the phone, mobile app, click-to-chat and internet

Gathering and documenting loss information in to the Loss Report Database

Working in a collaborative team environment to handle a large volume of claims and telephones calls

Using State Farm claims systems and other technologies to perform job duties EDUCATION

2006: Certificate, Sanford Brown Institute, Atlanta, Ga 1990: Harrisburg Area Community College, Harrisburg, Pa 1988: Diploma, Red Land High School, Lewisberry, Pa 1998: Certificate, Cumberland Perry Vo-tech, Mechanicsburg, Pa OTHER SKILLS

FCRA (Fair Credit Reporting Act)

GLBA (Graham Leach Biley Act)

HIPPA (Health Insurance Portability and Accountability Act) FDCPA (Fair Debt Collection Practice Act)

COMMUNITY ENGAGEMENT

Feed the Hungary

Meals on Wheel

References furnished upon request

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