Customer Service Experience

Crystal Y. Freeman

Mobile 404-***-****

************@***.***

CUSTOMER OBSESSED PROFESSIONAL

Seasoned strategic professional who sits at the intersection of balancing the needs of the customer and the needs of the business. Solution-focused while leading with empathy and authority. Passionate customer experience and engagement enthusiast with a keen understanding of organizational goals and brand awareness. Highly skilled at building key experiences that result in high customer retention and loyalty, while simultaneously reducing costs to the enterprise. Able to interpret policy and leverage first point of contact resolution skills to advocate and solve unanticipated challenges to the customer experience.

EXPERIENCE

Continuum Fiscal Services Atlanta GA.

Customer Service Solutions, Jan 2024 – Present

Financial and human resource representative triaging daily inquires to ensure the delivery of timely payroll and reimbursements for participant directed medical services.

Timely response to customer cares complaints to resolve issues and improve overall customer satisfaction.

Leveraged policy and industry partner relationships to define compensation within established company guidelines.

Delta Air Lines, Inc., Atlanta GA.

Customer Service Contractor, Jan 2021 – Aug 2023

Responsible for responding to customer care complaints and resolving impacts to improve overall customer experience.

Strives for efficient complaint resolution, leveraging policy and industry partner relationships to define compensation within established guidelines.

Demonstrates talent for communicating to customers, cross-functional business units, and external vendors to provide a fair solution that results in retention and return policy.

Assisted with onboarding, and training for Delta Airlines temporary workers.

Delta Air Lines, Inc., Atlanta GA.

Customer Service Solutions, Jan 2008 – Aug 2020

Responsible for responding to customer care complaints and compliments and resolving impacts presented to the overall customer experience of all customer segments.

Strives for efficient complaint resolution, leveraging policy and industry partner relationships to define compensation within established guidelines.

Demonstrates talent for communicating to customers, cross-functional business units, and external vendors to provide a fair solution that results in retention and return policy.

Resolved escalations and policy interpretations for frontline teams related to group products.

Used Salesforce for case management and review of customer interactions to resolve customer service challenges.

Determined compensation allowance for experience impact in accordance with corporate guidelines.

Researched customer inquiries to provide the best solution, aimed at retention, repeat business, and loyalty.

EDUCATION

Major Sociology (Coursework), Richland University, Richardson, Texas

DEVELOPMENT AND SKILLS

Microsoft Office 365 (Work, Excel, PowerPoint, Outlook)

Call Center SaaS Systems

Global Distribution Systems

Proficient in People Soft Human Resource Application

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