C RYSTAL A. T HOMISON 8 4 3 . 5 3 1 . 1 1 8 2 /alexisthomison@gmail.

com
Ladson, South Carolina linkedin.com/in/crystalthomison/

SUMMARY
Energetic, versatile, and accomplished with several years of transferable experience and a degree in Mass Communication. A
motivated professional with demonstrated aptitude for professional written communication, thorough research methodologies,
and creative problem solving in high-volume, fast-paced work settings. Communicative, personable, and willing to relocate; will
learn and adapt quickly, follow direction, serve clients with poise and professionalism, and contribute to a positive team spirit.

CORE STRENGTHS AND TECHNICAL SKILLS

Advanced MS Excel, Word, Outlook, OneNote – Wordpress – Adobe Premiere – JIRA – Salesforce – Confluence – Social Media
Verbal/Written Communication – Research – Decision Making – Problem Resolution – Team Leadership
Documentation – Time/Resource Management

SELECT CAREER HIGHLIGHTS

• Impeccable research, writing, and interpersonal skills with a collaborative, team-oriented mentality.
• Solid work ethic with exceptional ability to prioritize goals, manage resources skillfully, and provide outstanding
customer care evidenced by special recognition from clients/management and two promotions within three years.
• Natural leader and team player with experience supervising teams for special projects and collaborating across multiple
departments for best solutions and outcomes.
• Established history of solving technical, nontechnical, or policy-based issues through focused research, consultative
client service, thorough and accurate documentation, and exceptional time management.

PROFESS IONAL OVERVIEW

BENEFITFOCUS – Charleston, SC 9/2016 - 4/2020

CUSTOMER SUCCESS SPECIALIST - 7/19 to 4/20
Provided individualized, focused service for up to ten dedicated client companies who administered individual, unique benefit
plans using the Benefitfocus platform. Addressed escalated customer concerns or questions in regard to product functionality
or system problems. Conducted thorough customer information intake to assess the severity and priority of each concern, to
troubleshoot possible remedies, and to prepare appropriate action plans and resolutions. Documented all communication and
maintained current records of triage actions performed within the issue management system.
Key Contributions:
• Specially chosen by management - due to strong knowledge of system configuration and other higher-level system
processes - to help provide resolution of a client’s significant open enrollment data problem. Leveraged strong attention
to detail and technical acumen to rebuild client’s benefit plan and to map enrollments properly. Efforts resulted in proper
data transfer to insurance carrier ahead of open enrollment deadline.
• Improved the onboarding experience and general workloads of new clients by collaborating with call center colleagues to
create an orientation guide that provided clear delineation of departmental services and responsibilities.
• Successfully protected client from time-consuming and costly retroactive corrective actions by identifying and fixing
omissions of dental deductions and health reimbursement contributions for an entire class of client’s employees.
• Reduced a new client’s workload and eliminated associated confusion by introducing and implementing automatic
enrollments for 100% company-paid ancillary benefits.

Continued…
C RYSTAL A. T HOMISON 8 4 3 . 5 3 1 . 1 1 8 2 /alexisthomison@gmail.com
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Benefitfocus - continued
BENEFITS ANALYST, TASK MANAGEMENT - 7/17 to 7/19
Provided administrative backend technical support to call center and coordinated with Benefit Support Consultants to
determine solutions to satisfy client needs. Referred qualifying issues to engineering team through the JIRA project tracking
system. Identified issue trends and process improvement opportunities (e.g. platform enhancements; internal communication
processes).
Key Contributions:
• Identified and uncovered a significant Flexible Spending Account issue which, once corrected, saved the client from risk of
IRS audit action and subsequent financial penalties.
• Used advanced Excel skills and knowledge to create complex custom reports based on client-requested criteria that fell
outside the software’s defined reports menu.
• Supported ten clients and executed an average of 200 individual tasks daily, later transitioning to senior level team and
servicing one very large client which increased daily tasks to 300-400.
• Supervised up to five employees during special projects and/or training sessions.
• Received colleague recognition and recommendation for promotion to Customer Success Specialist after demonstrating
strong capacity for additional responsibility.

BENEFITS ADMINISTRATOR - 9/16 to 7/17

Provided first level telephone end-user support for online benefits enrollment application software features, content, and
general usage (e.g. benefit plan details, navigation, functionality, etc.). Responded to email inquiries and concerns pertaining
to compliance with Dependent Eligibility Verification Audits.
Key Contributions:
• Helped surpass staff shortage and backlog challenges by handling high volumes of customer inquiries and concerns with
dedicated focus and meticulous time management.
• Selected for promotion to Benefits Analyst due to high performance measurement scores (consistently 96+ on a 100-point
scale), exceptional customer care skills, and attention to detail.

EDUCATION & AFFILIATIONS

WINTHROP UNIVERSITY - ROCK HILL, SC
Bachelor of Arts, Mass Communication w/International Studies Minor (2016)
Study Abroad Program – Dublin Business School, Dublin Ireland (Spring 2015)
Completed Journalism Internship and Coursework
Association of Women in Communications, University Chapter (2014 - 2016)
Served as President for 2015-2016