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Crystal Montgomery

1800 Pike Street, Parkersburg, W V 26101 Home: 304.482.8521 ncdmontgomery@yahoo.com

Summary
Customer service professional with ability to handle a high volume of customer calls in a fast-paced environment with minimum supervision and maintain high quality service. Comfortable and confident in interacting with all levels of the organization and the public. Ability to make decisions independently and quickly with minimal escalations.

Key Skills
Complete work with precision Ability to cope with deadlines Excellent time management skills Eager and willing to learn new skills Ability to plan, organize and prioritize work Ability to use positive language in communication with others Successfully multi-task Excellent memorization skills Maintain a goal oriented focus

Experience
Intermediate Customer Service Representative November 2012 to Current Highmark WV Parkersburg, WV Customer service agent for individual health insurers. Handle incoming and outgoing calls and correspondence from members, groups, providers, and brokers. Troubleshoot and resolve customer complaints. Ensure responses to inquiries are completed timely and according to established service and quality standards. Customer Service Representative II April 2011 to August 2012 Suddenlink Communications Parkersburg, WV Under general supervision, was responsible for addressing and resolving customer issues and complaints related to their video products and services while eliminating unnecessary truck rolls. Received inbound calls from customers regarding "trouble" with their cable products/ services Used all available tools to effectively troubleshoot and resolve customer problems (KL, ICOMS, troubleshooting trees etc.) to avoid unnecessary truck rolls Identified and leveraged opportunities to up sell and cross sell additional products and services during customer interactions Educated customers in basic troubleshooting Responsible for communicating appropriate charges for customers as determined during the call Met or exceeded monthly performance metrics

Education
Bachelor of Science Technical Management, 2014 DeVry University Online Associate of Applied Science Early Childhood Education , 2012 West Virginia University at Parkersburg Parkersburg, WV, United States Certificate Communication Skills , 2010 West Virginia University at Parkersburg Parkersburg, WV, United States Associate of Applied Science Business Technology, 2009 West Virginia University at Parkersburg Parkersburg, WV, United States Certificate Microsoft Office 2007 , 2009 West Virginia University at Parkersburg Parkersburg, WV, United States