Customer Support & Enrollment Professional
Resume:
Crystal Wells
***********@*****.***
Austin, TX. USA
Professional Summary:
Experienced and adaptable customer service and enrollment professional with over 8 years of success in call center support, account management, collections, and technical support. Skilled in handling high call volumes, managing sensitive data, and resolving complex customer inquiries via phone, email, and chat. Proficient in CRM systems including EPIC and Salesforce, with strong technical troubleshooting abilities across Windows, macOS, and Linux environments. Committed to delivering excellent service while maintaining accuracy, compliance, and
efficiency.
Core Competencies:
Customer Service & Technical Support
Data Entry & Record Management
Call Center & Remote Support
Enrollment Coordination & Student Services
Collections & Account Recovery
Conflict Resolution & De-Escalation
CRM Tools: EPIC, Salesforce, Zendesk
Microsoft Office Suite (Excel, Word, Outlook, OneNote)
Multichannel Support: Phone, Email, Chat
Technical Skills :
CRM Systems: EPIC, Salesforce, Zendesk
Productivity Tools: Microsoft Office Suite (Excel, Word, Outlook, PowerPoint, OneNote)
Operating Systems: Windows, macOS, Linux
Communication Tools: Zoom, Teams, Slack
Education:
GED/Some college
Professional Experience:
Independent Contractor – Austin, TX Dec 2022 – Apr 2025
Customer Associate Specialist
Scheduled, rescheduled, and canceled appointments, labs, and procedures across multiple clinics.
Verified insurance, created patient charts, and processed referrals in EPIC.
Handled high call volumes efficiently while assisting patients and coordinating with staff.
Acted as a key point of contact for internal and external inquiries, maintaining professionalism in urgent situations.
Provided phone, email, and chat support for customer inquiries.
Resolved account issues and escalated complex problems as needed.
Maintained accurate documentation in CRM systems under strict compliance standards.
Assisted users with refunds, device returns, and technical troubleshooting for Oculus VR devices.
Ensured timely resolutions by coordinating with internal teams and maintaining up-to date CRM notes.
Western Governors University (WGU) – Remote Sep 2019 – Sep 2022
Enrollment Counselor
Supported prospective and current students through the admissions process.
Maintained accurate records of communication and student progress.
Managed high volumes of phone and email interactions in a deadline-driven environment.
TruSource Labs – Remote Nov 2018 – May 2019
Customer / Email Support Specialist
Processed online orders, returns, and customer service inquiries across email and ticketing systems.
Ensured high customer satisfaction through effective communication and resolution.
AllClear ID – Remote Aug 2017 – Jun 2018
Level 3 Investigation Specialist
Conducted identity verification and account authentication for fraud protection services.
Provided education on account safety and updated sensitive customer data.
CoreLogic Inc. – Remote Sep 2015 – Aug 2017
Associate Client Services Representative
Supported clients with mortgage and escrow account inquiries.
Performed research, resolved issues, and ensured accurate reporting and data management.
Additional Highlights :
Strong adaptability to new tools, platforms, and business processes
Excellent attention to detail with a track record of data accuracy
Proven ability to work independently in fast-paced remote environments
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