Customer Experience Specialist
Resume:
Cristal Case
Oak Ridge, TN *****
***********@*******.***
Professional Summary
Ms. Case has 20+ years of experience in administrative, data entry, customer service, and social media management roles. She is skilled in managing accounts, providing excellent customer service, and meeting key performance goals. Ms. Case has proven experience in remote work settings, with expertise in live chat, social media engagement, and digital marketing. She also possesses a strong background in hospitality, management, travel planning, and event planning. Authorized to work in the US for any employer
Work Experience
Seasonal Customer Experience Specialist (Remote)
Alorica - CVS Health-Oak Ridge, TN
December 2024 to February 2025
• Answer phone calls and assist customers with their inquiries regarding benefits
• Place orders for approved OTC items for customers efficiently and accurately Seasonal Customer Retention Specialist (Remote)
TruGreen-Oak Ridge, TN
March 2024 to July 2024
• Correspond with customers by phone, chat, and email
• Use active listening skills to understand customer concerns and provide solutions
• Gather and analyze customer feedback to create effective strategies
• Negotiate costs and services with customers to maintain their business
• Educate customer by explaining the value of service
• Ensure customer satisfaction through showing empathy and proactive support
• Offer internal feedback on how to improve client retention Caregiver
Self
June 2022 to March 2024
I made the decision to leave Home Shopping Network in June 2022 to care for my ill husband. I was fortunate to have the opportunity to stay home and support him during that time. Sadly, he has since passed away, and I am now ready to return to work and resume my career. During my time away, I stayed current with technology and industry trends. Customer Support Specialist
Home Shopping Network – HSN-Oak Ridge, TN
September 2021 to June 2022
• Answer 50+ phone calls and/or chats per day, assisting customers with issues with orders placed and their account
• Extensive data entry skills with no room for error
• Provide excellent customer service, showing empathy and confidence - First Call Resolution is goal
• Use advanced analytical skills to identify, gather, and organize information to assist customers with their questions
• Use advanced technical skills to assist customers with issues they have with website, and patiently give guidance using step-by- step directions
• Meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, Average Hold Time, and Quality Assurance Customer Service Agent, Tennessee Unemployment Office Collabera (Temporary-Remote)-Oak Ridge, TN
March 2021 to June 2021
• Answer 50+ phone calls per day, provide claim information and fix claim issues, assist with weekly certifications
• Extensive data entry skills with no room for error
• Provide excellent customer service, showing empathy and confidence
• Use advanced analytical skills to identify, gather, and organize information to assist claimants with their questions
• Meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, Average Hold Time, and Quality Assurance Promoted to -> Customer Service Agent, Legislative
• Claimants would contact their state representative regarding their claim, without payment for a long period of time. Claim goes through processing again, then after extensive research, reason for no payment is found. First Call Resolution is most important, to ensure no more calls are made to the customer's legislative branch of government.
Customer Service Agent, North Carolina Unemployment Office TDB Communications-Oak Ridge, TN
May 2020 to November 2020
• Answer 50+ phone calls per day, provide claim status, research, and fix claim issues, assist with weekly certifications
• Extensive data entry skills with no room for error
• Provide excellent customer service, showing empathy and confidence
• Use advanced analytical skills to identify, gather, and organize information to assist claimants with their questions
• Meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, Average Hold Time, and Quality Assurance Delivery Driver
Point Pick Up, Door Dash, and Dinner Delivered-Oak Ridge, TN February 2020 to November 2020
· Deliver groceries and restaurant orders to customers, confirming all orders are correct while showing supreme customer service daily by being prompt and courteous Diet Clerk
Parkwest Medical Center-Knoxville, TN
December 2019 to February 2020
· Ensure all medical diet orders for patients are updated in system according to doctor’s orders, and all orders are placed for breakfast, lunch and dinner according to their diet orders
· Visit 40+ patients each day to take orders for breakfast, lunch, and dinner, according to the prescribed diet orders
· Work tray line as needed, filling each plate with required foods according to prescribed diet orders Kroger Brand Sales & Marketing / Order Fulfillment Associate PL Marketing-Oak Ridge, TN
October 2019 to December 2019
• Assist with the Kroger and Walgreens merger – Kroger now carries Walgreens brand over the counter medications, and Walgreens has a small Kroger grocery shopping area in store
• Shopping for customers for pick-up at Kroger store or being delivered to local Walgreens Customer Service Representative
CVS Health-Knoxville, TN
October 2018 to August 2019
• Answer 50+ phone calls per day, placing pharmacy orders for members and assisting with benefits information
• Extensive data entry skills with no room for error
• Provide excellent customer service, showing empathy and confidence - ensuring First Call Resolution
• Use advanced analytical skills to identify, gather, and organize information to assist customers with their questions regarding their account
• Use advanced technical skills to assist customers with issues they have with website, and patiently give guidance using step-by- step directions
• Meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, Average Hold Time, and Quality Assurance Administrative Assistant, Computing and Computational Sciences Directorate Oak Ridge National Laboratory-Oak Ridge, TN
August 2004 to June 2018
• Support Group Leader and staff of the Computer Research Group and Discrete Computing Systems Group
• Assist with proposal writing by collecting materials needed
• Budget planning for numerous project accounts while managing all procurement requests in group, including auditing, and following up on discrepancies
• Reconciliation and payment processing for all invoices and contracts
• Work closely with procurement to initiate setup and/or modification of subcontracts, including auditing and tracking subcontract process while following ES&H and OPSEC standards
• Daily working knowledge of SAP
• Organize space, computers, time, and projects for 40+ incoming students every year, including the contracts from start to finish
• Schedule office cleanings, maintenance, and reserved parking spaces monthly for team's fleet & guests
• Assist with the recruitment (posting job openings), interview, and onboard process for interns and employees including the contract process from start to finish - this includes setting up computers, accounts, passwords, etc.
• Excellent in coordinating off-site/on-site conferences, events, and meetings
• Coordinate one annual workshop with 400+ participants from academia, government, and research backgrounds
Education
Masters of Business Administration in Finance
Strayer University - Knoxville, TN
2013
Bachelor of Science in Organizational Management
Tusculum College - Knoxville, TN
2006
Skills
• Order Fulfillment
• Hospitality
• Management of Accounts
• Business communication platforms - Google Meet, Microsoft Teams, Skype, Slack, Zoom
• Training (10+ years)
• Medical Terminology (5 years)
• Natural Language Processing (NLP) and AI (Artificial Intelligence) - studies and understands the quality of AI-generated responses, as well as evaluates AI algorithms
• Document Management
• Conflict Management
• Social Media Engagement
• Time Management
• Management Experience
• Content Development
• Sales, including Upselling
• MailChimp
• Live Chat, Customer Service (10+ years)
• Data Entry, including alpha-numeric information
• Google Analytics
• Social Media Scheduling Programs: Hootsuite, Sprout Social, Sendible, and others
• Search Engine Optimization (SEO)
• Content creation and content moderation: Facebook, Instagram, LinkedIn, Pinterest, and Twitter
• Quality Assurance
• Blogging
• Mac and PC user
• Project Planning
• Documentation and Reports Review and Editing (10+ years)
• Working knowledge of tech-related elements (Amazon Fire TV, Chromecast, Roku, iOS, Android) - PROFICIENT (10+ years)
• Procurement
• Empathy
• Microsoft SharePoint
• Negotiation
• Digital Marketing
• Salesforce
• Fast learner of applications and systems
• Experience handling technical support and performing troubleshooting steps (10+ years)
• Writing Skills
• Leadership
• WordPress
• Social Media Management
• Expense Management
• Excellent Customer Service Skills
• Conflict Management/Diffuse Angry Customers
• First Call Resolution
• Medical Records
• HIPAA
• Project Coordination
• Budgeting
• Google Workspace, Microsoft Office, Microsoft 365 (10+ years)
• Data Collection, Data Entry and Data Analysis Skills (10+ years)
• SAP
• Communication Skills
• Typing
• Computer Literacy (10+ years)
• Real time collaboration tools: Asana, Basecamp, Notion, Trello
• Email Marketing (10+ years)
Certifications and Licenses
Driver's License
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