Crystal Angulo Email & Phone Number

Remote

Provided support to internal representatives via chat, email, and phone, offering expert guidance and resolving inquiries to ensure smooth daily operations.Demonstrated extensive knowledge of Medicare health benefits, claims processes, and associated guidelines.Utilized strong verbal and written communication skills to interact effectively with internal representatives and escalate complex issues when necessary.Applied advanced problem-solving techniques to identify and implement solutions for complex member inquiries and internal support cases.Assisted in training and mentoring new team members, fostering their growth and integration into the team.Actively participated in team meetings to share insights and contribute ideas for improving customer service quality and efficiency.Maintained a comprehensive understanding of internal policies, procedures, and services to ensure accurate and consistent issue resolution.Monitored and analyzed common inquiries to identify trends and recommend process improvements to management.

Remote

Successfully trained, coached, and mentored a team of customer service representatives in policies, procedures, and best practices.Identified trends in customer complaints or inquiries to address issues proactively.Monitored customer interactions to ensure adherence to service standards and improve quality.Enhanced service quality through in-depth knowledge of company products and services.Participated in cross-departmental projects aimed at improving operational efficiency.Guided representatives through challenging customer interactions and provided strategies for success.Regularly evaluated staff progress against goals and delivered constructive feedback.Implemented strategies to reduce call times while maintaining high customer satisfaction.Developed reports on key performance metrics, including average handle time and first contact resolution rates.Fostered a culture of accountability and continuous improvement through performance recognition and development plans.Collaborated with management to design and implement new workflows that streamlined operations and boosted team productivity.Resolved high-priority escalations by leveraging critical thinking and advanced problem-solving skills to ensure timely and effective solutions.

Remote

Handled customer complaints and inquiries, providing timely and efficient resolutions for Medicare beneficiaries.Utilized problem-solving skills to address complex customer inquiries and resolve billing issues with insurance providers.Maintained accurate customer records and updated databases with timely data entry.Collaborated with other departments to resolve escalated issues and ensure high customer satisfaction.Navigated multiple systems to research and resolve claims and technical inquiries related to claims processing.Stayed current on healthcare regulations, policies, and procedures to ensure compliance and effective service.Followed up with customers post-resolution to ensure satisfaction and address any remaining concerns.Participated in team meetings to share insights, improve service quality, and meet departmental goals.

Merritt Island, Florida, United States

Promoted and sold cruise and vacation packages to customers, leveraging in-depth knowledge of Port Canaveral’s offerings and services.Tracked KPI's with CRM software to track sales leads, agent performance, monitor customer interactions, and maintain up-to-date records of client communications and sales progress.Assisted cruise customers through phone, email, and web chat by addressing inquiries, managing, and upgrading their travel reservations, including all-in-one packages covering hotel accommodations, transportation, cruise transfers, and parking, all while delivering a seamless and hospitable customer experience that prioritized satisfaction and convenience.Persuaded new customers to book with us during their initial contact, utilizing strong communication and problem-solving skills to resolve inquiries and secure reservations on the first call. Encouraged customers to reach out via phone or complete their bookings online, ensuring a seamless and efficient experience while driving sales and increasing customer satisfaction.Assisted customers in navigating booking processes, ensuring smooth transactions and follow-up to guarantee satisfaction.Monitored web chat queues throughout the day, providing assistance when necessary.Ensured the customer service agents and the sales team were meeting or exceeding customer expectations allowing customers to have a seamless experience with their reservationsCoached and developed customer service representatives by conducting bi-weekly one-on-one meetings to discuss performance statistics and career goalsMonitored all service and operational metrics to include adherence and occupancy of quality/quantity service levelsResearched new opportunities and potential partnerships to expand the business' presence in the industry.

Gold River, California, United States

Provided leadership and direction to a team of 20+ call center representatives, ensuring customer satisfaction goals were achieved.Assisted with escalated calls when needed, providing guidance to agents on best practices for handling difficult customers.Performed regular coaching sessions with staff members to enhance their knowledge base, technical expertise, and communication skills.Created detailed reports summarizing daily activities, including total number of calls handled, average wait times, and first contact resolution rates.Collaborated with other departments within the organization to provide comprehensive solutions tailored to customers' needs.Monitored employee progress against established targets and key performance indicators, implementing improvement plans when necessary.Conducted performance reviews to recognize achievements and identify opportunities for individual and team growth.Organized and led team-building activities to foster a positive and motivated work environment, reducing turnover rates.