Customer Service Representative

Crystal Auzenne Hope

**** ** ***** ** #*** • Houston, TX 77054

Mobile: 832-***-**** Secondary: 281-***-**** Email: **********@*****.***

Professional Summary

Dedicated and versatile customer service and healthcare administration professional with over 10 years of experience in utilization management, precertification, billing, and client support roles. Proven ability to adapt to new challenges, manage sensitive information, and deliver excellent service in fast-paced environments. Seeking long-term growth with a company that values efficiency, compassion, and leadership development.

Professional Experience

Sun Behavioral Health — Precertification Specialist Houston, TX Aug 2025 – Present

• Serve as the primary Precertification Specialist supporting all outpatient hospital services.

• Request authorizations by fax and over the phone.

• Provide clinical information submitted by psychiatrists and therapists to insurance companies.

• Ensure compliance with payer guidelines and timely processing of authorizations. Elevance Health — Utilization Management Representative Houston, TX Dec 2022 – May 2025

• Processed authorization requests under members’ health plans for Anthem and Amerigroup.

• Reviewed and entered CPT codes received via provider calls and fax requests.

• Ensured compliance with insurance guidelines and internal procedures. Randstad (Contractor for Anthem) — Utilization Management Representative Houston, TX Prior to Elevance Health role

• Supported UM processes including data entry, coding verification, and provider communication.

• Delivered excellent customer service under contract expectations. Paramount — Customer Service Representative (Billing & Special Investigations) Houston, TX May 2021 – Dec 2022

• Assisted customers with billing inquiries, service changes, and account troubleshooting.

• Handled start, stop, and transfer service requests with accuracy and efficiency. Conduent — Customer Service Representative

Houston, TX Mar 2014 – May 2018

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• Provided billing explanations and account support for Sprint customers.

• Delivered technical support for Cox Communications (TV and cable services).

• Handled escalated calls and ensured high customer satisfaction. General Dynamics — ACA Customer Service Representative Houston, TX Nov 2013 – May 2014

• Assisted clients with eligibility and enrollment for Affordable Care Act plans.

• Guided individuals through plan comparisons and application processes. IRT — Customer Service, Sales, Tech Support & Claims Representative Houston, TX Dec 2011 – Jan 2014

• Adapted quickly to new roles and campaigns including customer service, claims, and sales.

• Supported transitions across departments and trained in various account types. F.K. Bold — Home Health Care Provider

Houston, TX June 2009 – 2018

• Provided in-home support to individuals with daily living needs.

• Maintained patient safety, hygiene, and comfort with compassion and reliability. IRT – AT&T — Customer Service Representative

Houston, TX Feb 2009 – July 2009

• Delivered billing and service assistance to AT&T customers.

• Promoted and sold service upgrades and add-ons.

Arbitron Ratings — Ratings Representative

Houston, TX Aug 2008 – Oct 2008

• Conducted outbound calls to gather data for radio ratings surveys.

• Built rapport with participants and ensured data accuracy. Education

Houston Community College – Houston, TX

A.A.S. in Paralegal Studies (Expected Fall 2025)

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