Crystal Sutton Email & Phone Number

Routinely review customer interactions as well as system documentation to evaluate representatives against premier customer experience methodologyCalibrate department wide quality results to identify trends; use trends to inspire targeted ongoing training and methodology refinementCollaborate with business group leaders to prepare for client call calibrationsCreate and administer assessments to gauge absorption of new methodology and process trainingsPackage feedback into digestible templates and support the aligned manager in identifying personalized action plans to close performance gapsDemonstrate expertise in all processes and methodologies, remaining available for consultation on the appropriate application of methodology

Lincolnshire, Illinois

I assist customers with a wide variety of benefit questions and plan features via information accessed through the computer. I handle Defined Benefits, Defined Contribution and Healthcare Inquiries.I Utilizes personal computer and Windows NT and Lotus Notes software (knowledge of tools i.e., calculator, data entry, and navigating the Internet) to access customer accounts and product information for features and problem resolution. Additional systems include CSpro,Service Connect,TBA Systems and Microsoft Office. I process Imaging and POA documents to the correct departments. My duties also include training an mentoring team members on client knowledge and account handling. I have been nominated for the Aon Stars award on multiple occasion by my management team. I have also been nominated for the Customer Service Experience Award.

Train and Mentor new hires on client specifics and system navigation. Handle escalated patient calls, review call reports and audit calls. Maintain continuous contact with clients to resolve patient issues and client requests. Research accounts in client systems for inquiries and disputes.

Bachelor Of Science - Bs, Business Mangement, 3.5 Gpa

Associate Of Arts (A.A.)