Chrystal Carchia Email & Phone Number

Trumbull, Connecticut, United States

United States

Trumbull, Connecticut, United States

Oversaw daily performance of assigned CSRs, identified and sent back trip errors for correction, monitored CSRs work for quality and guideline compliance. Assisted CSRs with live calls when necessary, answered questions regarding trip requests and transportation vendors, provided quality customer service, took supervisor calls, answered member enquiries, and effectively processed member complaints. Conducted team meetings to update team members on policy changes, continuing expectations, and training updates, completed individual bi-weekly coaching, identified areas for re-training/new training and skill checks, gave verbal warnings to CSRs under instruction from manager. Monitored emails, forwarded trip requests for approval, sent approvals/denials to CSR for processing, processed add address requests and assigned trips to vendors per CSR request, assisted with updating training documents and sending email updates to all employees.

Trumbull, Connecticut, United States

Contacted potential clients based on assigned campaigns, confirmed enrollment period, uncovered client insurance needs/affordability through conversation. Reviewed product availability determined suitable policy. Presented and clearly explained policy coverage, analyzed individual needs coordinating with appropriate rectifying benefit, utilized needs to up-sell various ancillary products, completed and submitted enrollments to insurance carriers. Maintained rapport through periodic follow-up calls, ensured client satisfaction and contributed to client referrals, recorded all pertinent details of all calls, enrollment and policy information in accordance with company standards, consistently adhered to CMS marketing regulations and compliance guidelines.

Shelton, Connecticut, United States

Averaged 300 outbound and inbound calls for multi-client marketing campaigns daily, successfully read scripts and all required consent statements. Informed consumers by explaining procedures, answering questions, and providing relevant campaign information. Determined eligibility by comparing consumer information to client requirements, completed transfer to client/scheduled appointment for all qualified consumers.

Shelton, Connecticut, United States

Answered calls from customers for various companies’ online stores. Assisted customers with product or order questions, placed customer orders using software program ECOMMLIVE. Modified or cancelled orders per customer request, took payment information and submitted for processing, processed credits/returns when necessary.

Stratford, Connecticut, United States

Senior Representative, closed escalated customer calls, provided swift resolution to customer complaints, repairing trust and winning loyalty. Processed/scheduled changes of service at customers' request. Aided in the training initiatives of co-workers. Assisted customers with questions regarding service and billing, took payments, issued credits, resolved technical service issues through troubleshooting, cable TV and internet.

High School Diploma, High School/Secondary Diplomas And Certificates

Associate Of Science - As, Business Administration And Management, General