Customer Service Support

Crystal Edney

**** ********** ***** *******, ** *3663

Phone: 757-***-**** Email: ************@*****.***

Professional Summary

Reliable and tech-savvy customer service professional with 10+ years of experience, including remote work during the COVID-19 pandemic. Proven ability to deliver compassionate support across healthcare, technical, and retail industries. Skilled in handling high-volume calls, resolving complex issues, and working independently in virtual environments. Seeking to contribute strong communication, multitasking, and problem-solving abilities to a dynamic remote team.

Core Skills & Remote Tools

- Remote Communication (Zoom, Microsoft Teams, Slack)

- Customer Support & Technical Troubleshooting

- CRM Systems (Salesforce, proprietary tools)

- Email, Phone, and Chat Support

- Patient Care Coordination

- Inventory & Staff Management

- Microsoft Office & Google Workspace

- Typing speed: 65+ WPM

- Self-directed & Home Office Ready

Professional Experience

Customer Service Representative Alorica (Remote) – Hampton, VA

Jul 2022 – Nov 2023

- Delivered remote support for healthcare members and providers, assisting with benefits, eligibility, and provider assignments.

- Managed high call volumes with professionalism, ensuring accurate data entry and HIPAA compliance.

- Resolved claim-related issues and escalated complex cases to appropriate departments.

Technical Support Specialist TRG Ibex Global (Remote) – Hampton, VA

Jul 2019 – Jun 2023

- Provided remote tech support for consumer devices, including troubleshooting, setup, and appointment scheduling.

- Coordinated transportation services for medical discharges and patient follow-ups.

- Maintained accurate logs and exceeded call resolution KPIs during COVID-19 remote operations.

Store Manager Cell24Connect / Boost Mobile – Newport News, VA

Jun 2016 – Jul 2019

- Oversaw retail operations, managed inventory, employee scheduling, and customer service resolution.

- Trained and supervised staff while supporting technical activations and account troubleshooting.

Store Manager Elite Metro Corp – Portsmouth, VA

May 2014 – Jun 2016

- Managed day-to-day operations, delivered device support, and ensured customer satisfaction in a fast-paced setting.

Laborer Howmet Aerospace – Hampton, VA

Mar 2024 – Sep 2024

- Supported skilled labor teams, repaired aerospace components, and maintained safety compliance.

Education

Bachelor's Degree in Psychology (In Progress)

South University – Columbia (Remote) Expected Nov 2024

College Degree in Business

Tidewater Community College – Portsmouth, VA (2007–2008)

Graduate Certificate in Medical Assisting

Everest Institute – Chesapeake, VA (2006–2007)

General Education Diploma (GED)

ODU/NSU TriCities – Portsmouth, VA (2001)

Certifications

- Valid Driver's License (through May 2025)

- Former Certified Medical Assistant (2008–2022): Phlebotomy, vital signs, discharge assistance

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