Crystal Brooks Email & Phone Number

Brentwood, Tn, Us

• Analyze and manage call volume in Real Time to ensure service levels are met on a daily, weekly, and monthly basis• Analyze call volume patterns in Real Time to optimize work shifts, breaks, and lunches• Collaborate with Supervisors and Leadership to identify and track planned and unplanned absences, as well as attendance and behavioral issues. • Identify call volume trends and averages on a monthly and quarterly/seasonal basis• Create daily/weekly/monthly reports and undertaking intraday reporting and other MI operations• Good working knowledge of Microsoft Excel• Working with numbers, data analysis and reporting• Observe and monitor inbound and outbound call volume and create a strategic plan to improve and maintain KPI attainment • Identify and analyze data trends as they develop and communicate recommendations effectively to management in order to maintain KPI’s. • Maintain and track accurate records of PTO accruals, attendance, and time off usage via WFM, Kronos, and Alvaria/Aspect

Brentwood, Tn, Us

• Worked in multiple software systems and databases on a daily basis.• Contacted new inquiries routed to the Brookdale Call Center's database as a Pending Lead.• Transfer sales-ready leads within the database to the identified community, along with complete documentation about the customer's expressed need in order for the community sales associate to pick-up the personal connection and discovery process mid-stream vs.• Starting over from the beginning nurtured leads that are not yet ready to be forwarded to a particular community through multiple communication channels, supplying information that is related to the customer's expressed interest or need, and with scheduled follow-up conversations to advance the lead toward choosing a community to visit as quickly as possible Answered inbound calls and determined whether the caller is ready for help in choosing one or more communities within a geographic area that might meet their need, or whether the caller is seeking information to support a general need, but is not ready for discussions with a sales associate at a particular Brookdale community all while building, rapport, value, and trust.• Overcame the objections of potential prospects and leads to make the sale.• Completed the Contact Center Team Lead Development Program.

Greenwood Village, Colorado, Us

HCSC/Blue Cross Blue Shield, TTECH, Jul 2014 ‐ Aug 2015, Hopkinsville, KY • Assisted internal and external customers via incoming calls in a fast-paced, high-pressure, high call volume environment on a daily basis.• Responsible for finding member claims, reviewing, and explaining the claims process and escalating incorrectly processed claims for resubmission.• Started preauthorization's for medical procedures.• Assisted members with premium or billing questions.• Investigated and resolved member inquires through correspondence and computer research.• Advised customers regarding policy and benefit information for multiple health plans.• Utilized the BCBS computer system to look up and record information regarding a customer's account.• Contributed with a team effort to meet or exceed service, production, and quality goals.• Followed HIPPA compliance and protected member's PHI.USAA Banking, TTEC, Mar 2016 ‐ May 2016, Hopkinsville, KY • Gathers information and close on product sales demonstrating intermediate skills and knowledge of USAA products and benefits• Empathizes with members and provide offers and solutions to make it easy for members to acquire USAA products • Identifies and manages existing and emerging risks • Reviews accounts and transactions to ensure adherence with regulatory guidelines and may require to take action or escalate non-compliant issues• Explorers members banking needs and works to resolve issues• Recommends new banking products that might be of interest to the member• Maintains high level of member satisfaction consistent with USAA’s core values. • Demonstrates commitment to quality through member interactions. • Knowledge and understanding of bank regulatory and compliance requirements

Atlanta, Georgia, Us

• Established open and professional relationships with team members which helped resolve issues and conflicts quickly.• Coached team members in techniques necessary to complete job tasks.• Assigned daily tasks to employees and monitored activity and task completion.• Communicated clear expectations and goals to each team member.• Maintained cleanliness and presentation of stock room and production floor.• Greeted customers entering the store to ascertain what each customer wanted or needed.• Provided an elevated customer experience to generate a loyal clientele.• Learned, referenced and applied product knowledge information.• Shared best practices for sales and customer service with other team members to help improve the store's efficiency.

Clarksville, Tn, Us

Associate Of Arts And Sciences - Aas, Business Administration And Management, General

Associate Of Arts And Sciences - Aas, Medical Office Management/Administration

Associate'S Degree, Medical Office Management/Administration

Associate Of Arts And Sciences - Aas, Legal Assistant/Paralegal

Associate Of Science - As, Legal Assistant/Paralegal

High School Diploma, General Studies