Customer Service Leader with Diverse Retail & Tech Experience

Bethany Crosley

**** *. **** ******* *******, KS 66202 913-***-****

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

Professional Summary:

Currently employed as an Assistant Store/Freight Manager for Dollar Tree. I am responsible for managing a team of 5, stocking shelves, display resets, maintaining an organized and accessible warehouse and weekly store deliveries.

I have over a decade of customer service experience and enjoy engaging with the public.

Areas of Expertise:

Customer Care

Special Projects

Communication

Process Improvement

Peer/Peer Training

Problem Solving Skills

100% Case Management

Manage service levels

Experience

Dollar Tree

10/2024 to Current

OptumRx 9/2010 to 10/2024

Customer Service Escalation Manager August 14, 2023 –

Personalized customer service working with members and clients.

An extensive knowledge of our clients and using Service Now to enhance the member’s experience.

Able to work unsupervised and to manage our time efficiently.

Maintain connections with other departments as we attempt to solve member’s issues.

As an Escalation Manager I have fostered relationships with members that have maintained years of service.

Customer Service Lead Level 2, Day August 1, 2022 – Current

Managed Assist calls, providing peer support, taking escalation calls, and finding inventive problem-solving methods.

Customer Service Lead for Overnight Team

Developed trust with advocates and supervisors, managed chat line, took escalation calls, developed new projects, provided training and overall management of the overnight team.

Optum 2012 Superhero Award for AHT/Efficiency Project.

Promoted to Senior CSA 2/2017

Promoted to Lead CSA 10/2017

Acclaris, Inc. August 2009 – August 2010

Customer/Lead Advocate

Customer care advocate for inbound call center, met metrics, earned monthly bonuses, and provided coaching and process improvement feedback.

KMBC-TV 9, Hearst Stations, Inc. March 2008 – July 2009

Part-Time Administrative Assistant for Engineering Department

Managed phone system, ID system, key assignments, budgeting, invoicing, and payroll for union employees

Hearst Exemplary Employee Award January 2008

Education: Earned my Associate Degree in 12/1989-specialized in accounting

Earned over 80 hours at University of Kansas City, MO, mainly focused on business and accounting courses. Managed a 3.0 GPA, did not graduate.

Expected Salary: I feel I have much to offer and as a new employee would expect $20.00 to $24.00/per hour

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