Crystal Lang Email and Phone Number

Responsible for achieving customer service key performance indicators (KPIs), company objectives, and maintaining and achieving high operational standards.Constantly look for ways to optimize performance and satisfaction by reviewing and analyzing key indicators on an ongoing basis (weekly, monthly and quarterly reports or business reviews)Ensure highest standards of customer service.Manage escalations and provide creative solutions for enhanced customer experience.Utilize and optimize contact channels: phone, email, postal mail, text.Manage multiple types of calls and information requests, including but not limited to: organization structure, by-laws, customer policy, sales, fees, billing, cancellations, policy questions, and other products and services offered through AT&T affiliate companies.Oversee staffing and recruiting function for all service and operations staff in collaboration with Human Resources.Implement retention initiatives and work with HR to provide developmental opportunities and team building inspirationManage work force plans and ensure adequacy with performance goals and business priorities.Identify individual and team training needs; create and implement regular training sessions (onboarding, regular product/department training/updates, phone etiquette/quality service, troubleshooting techniques, objection handling, etc.)Exhibit strong interpersonal and communication skills in dealing with customers, staff, peers, and supervisors.

• Developed and implemented training programs.• Forecast, scheduled, supervised, and coached a team of over 75 associates in providing quality service for inbound telephone calls.• Created and maintained quality control monitoring standards for Call Center and Customer Service associates. Provided improvement strategies to associations for call quality.Provided major proposal contracts for several states for business services within the organization. Negotiated bids within contract clauses with government regulations relating to fines and fees for consumers services.

• Maintain the work structure by updating job requirements and job descriptions for all positions.• Maintains organization staff by establishing a recruiting, testing, and interviewing program; counseling managers on candidate selection; conducting and analyzing exit interviews; recommending changes.• Maintains organization staff by establishing a recruiting, testing, and • Prepares employees for assignments by establishing and conducting orientation and training programs.• Ensures planning, monitoring, and appraisal of employee work results by training managers to coach and discipline employees; scheduling management conferences with employees; hearing and resolving employee grievances; counseling employees and supervisors.• Maintains employee benefits programs and informs employees of benefits by studying and assessing benefit needs and trends; recommending benefit programs to management; directing the processing of benefit claims; obtaining and evaluating benefit contract bids; awarding benefit contracts; designing and conducting educational programs on benefit programs.• Ensures legal compliance by monitoring and implementing applicable human resource federal and state requirements; conducting investigations; maintaining records; representing the organization at hearings.• Maintains management guidelines by preparing, updating, and recommending human resource policies and procedures.

• Review, evaluate, and provide feedback to premium insurance auditors’ files that are completed. • Provide recommendations to Insurance Carriers for financial findings. • Supply strategic planning to improve overall quality of premium audits for clients. • Manage over 30 employees during day to day operations.

Handled multiple inbound and outbound calls on Noble Dialer System. Responded to customer inquires regarding billing; mailed and faxed correspondence statements, collected payments for delinquent accounts. Assisted supervisor with clerical duties and training. Helped agents on escalated customer calls about questions about accounts and billing issues.