Remote Customer Support & Data Verification Specialist

Crystal Wilkins

Ruston, LA • 318-***-**** ********@*****.***

Professional Summary

Customer-focused representative with experience handling high-volume inbound and outbound calls, resolving concerns on first contact, and supporting customers with clear, empathetic communication. Skilled in active listening, troubleshooting, conflict resolution, and providing accurate product and service information across multiple systems. Known for calm professionalism, strong problem-solving abilities, and building positive customer relationships in fast-paced remote environments.

Core Skills

Customer Support

Call Resolution

Active Listening

Empathy

Conflict Resolution

Product and Service Knowledge

Multi-System Navigation

Documentation Accuracy

Remote Communication Tools

Team Collaboration

Troubleshooting

Relationship Building

Enrollment & Eligibility Support

Data Verification

Professional Experience

ITG Communications – Remote

Customer Support Representative

05/2026 – Present

• Manage 60–90 inbound and outbound calls per shift while maintaining high customer service standards.

• Resolve customer issues on first contact 75–85% of the time, reducing repeat calls.

• Maintain documentation accuracy above 98% in all customer interaction logs.

• Strengthen customer relationships through clear communication and active listening.

• Use conflict resolution techniques to de-escalate complex calls.

• Provide accurate product and service information to support customer decision-making.

• Achieve customer satisfaction ratings averaging 4.9 out of 5. Solarity Health – Medical Data Verification & Records Analyst (Remote, Overnight) 04/2024 – 01/2026

• Processed 1,000+ medical records weekly with 98–100% accuracy across multiple systems.

• Resolved 150–200 data discrepancies per week through detailed verification and cross-department communication.

• Ensured full compliance with audit and regulatory documentation standards.

• Reduced record correction turnaround time by 20% through improved workflow prioritization.

• Completed nightly work queues consistently ahead of deadlines by 10–15%.

• Communicated clearly with cross-functional teams to resolve documentation discrepancies. Moda97 Essentials – Customer Service & Operations Manager 04/2017 – 01/2024

• Managed 50–100 customer interactions daily across phone, email, and messaging channels.

• Improved customer issue resolution time by 25% through workflow updates and training.

• Maintained 99% accuracy in account updates, scheduling, and order verification.

• Built long-term customer trust through consistent follow-up and relationship-focused support.

• Collaborated with team members to resolve customer issues efficiently.

• Trained 10–15 team members, increasing documentation compliance by 30%.

• Oversaw daily operations, ensuring 100% on-time completion of assigned tasks. House of Raeford – Production Records & Workflow Lead 04/2010 – 01/2017

• Maintained 99% accuracy in production records and compliance documentation.

• Coordinated workflow for 20–30 team members, improving task completion efficiency by 15%.

• Identified and corrected documentation errors, reducing reporting issues by 25%.

• Trained new employees, increasing documentation consistency across shifts.

• Ensured production logs were completed before deadlines 100% of the time. Education

Associate of Science, Computer Science

Grambling State University

2019 – 2023

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