Crystal Wilson

• Delivered customer support to high call load each shift. Assisted with online password resets, payments, autopay, e-billing, and voids to certain accounts.
• Built sustainable relationships and trust with customer accounts through open and interactive communication.
• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly and accurately.
• Resolved customer complaints promptly and professionally.

• Obtained medical records from facilities for HEDIS and PIA audits through direct contact.
• Achieved an average of 60 calls while scheduling over 17 reviews daily.
• Documented files meticulously for both scheduled and unscheduled accounts.
• Faxed or mailed necessary documents as instructed by insurers prior to deadlines.
• Quickly responded to provider voicemails regarding information requests.

• Searched and ordered FLSHMV car crash reports for current Florida agencies.
• Completed 200 to 300 report requests daily while documenting all case files.
• Responded to emails and calls from different states requesting report access
• Aided police and sheriff departments with accurate and current car crash reports for different states and for public records.

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• Called and emailed the owners and contractors for bids on upcoming projects.
• Assisted the estimator in setting onsite appointments for new or existing clients for demolitions or installations.
• Provided blueprints for contractors to begin replacing or rebuilding on construction sites.
• Set appointments for contractors to review on-site projects before bidding.
• Received incoming calls for questions concerning upcoming or existing plans.

• Interview and process caseloads of electronic and paper applications for individuals seeking Child Care and determine eligibility
• Document important information such as income, expenses, and assets, special needs for a client's case
• Arrange for services appropriate to fit the client's needs
• Respond in a timely & courteous manner to letters, emails, telephone and personal contact with clients
• Develop and maintain the ability to problem solve and perform duties while implementing good judgement

• Received and verified applicant's eligibility for and issued Georgia drivers licenses
• Administered and graded written examinations on traffic laws; and road test to rate applicant's driving ability
• Processed reinstatement transactions according, to prescribed guidelines and prepared report's to document workload activities and account for licenses issued and fees collected
• Booth and lobby host, to provide information for incoming customers to make sure that all applicants have correct documents in order to provide accurate assistance

• Scheduling Diagnostic Procedure's for Worker's Compensation, auto accident's group health insurance
• Providing accurate and professional customer service for claimant's
• Adjusters', nurse case managers, providers & doctors
• Explain policies, procedures, services to patients using administrative knowledge
• Investigate and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution

• Assist Customers and Claims Agents, Doctors with updates on medical claims, benefits, policies and adjustments by email or fax, phone
• Review insurance policy to determine coverage
• Transmit claims for payment or further investigation
• Prepare insurance claim forms or related documents and review them for completeness

• Detect Fraudulent transactions on visa/MasterCard ATM debit cards
• Closed and reissued and update information on customers' accounts
• Review reports of suspected fraud to determine need for further investigation
• Document all investigative activities
• Create and maintain logs, records, or databases of information about fraudulent activity

• Disconnect and restore customers' electric and gas accounts with the given credit.
• Collected on delinquent accounts that were closed for five or more years.
• Conduct orientation sessions, and arrange on-the-job training for new hires.
• Assisted the supervisor with organizing customers' accounts, with approved payment arrangements set by the electric company for low-budget accounts.
• Monitored new hire calls and each account handled while assisting in the training process.
• Followed HIPAA guidelines for the security, and safety of the company and customers' privacy.

• Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs
• Complete forms in accordance with company procedures
• Make copies of correspondence or other printed material
• Provide services to customers, such as order placement or account information
• Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals

• Arrange for debt repayment or establish repayment schedules, based on customer's financial situations
• Advise customers of necessary actions and strategies for debt repayment
• Receive payments and post amounts paid to customer accounts
• Locate and monitor overdue accounts, using computers and a variety of automated systems
• Answer customer questions regarding problems with their accounts
• Record information about financial status of customers and status of collection efforts