Summary
Overview
Work History
Education
Skills
Timeline
Generic

Crystal Ingram

Hampton

Summary

Seeking management opportunity. A self-motivated innovator with a record for success in problem resolution. Leads by example and establishes a professional work environment based on respect. Skilled in loan processing and customer relations, with a commitment to client satisfaction to drive results. Known for adaptability and effective multitasking, consistently exceeds expectations while fostering positive relationships with colleges and customers alike.

Overview

20
20
years of professional experience

Work History

Customer Service Representative

Advance Financial 247
08.2022 - Current
  • Responded to customer requests for products, services, and company information.
  • Contacting potential loan applicants, gathering sensitive information, ensuring applications are processed efficiently, and answering questions about loan process.
  • Develop in-depth product knowledge and providing accurate information to consumers. Proficient at explaining loan types, terms, and conditions.
  • Loan servicing such as processing payments, resolving customer concerns, updating account information, and managing delinquent account while ensuring satisfaction and exceeding expectations.

Door-to-Door Sales

North East Tennessee Distributors
06.2020 - 08.2022
  • Motivated Direct Sales Representative with exceptional negotiation and persuasive communication. Demonstrating track record of success and good report writing and contract preparation abilities. Service-oriented and results-driven with a flexible and hardworking approach. Talented in identifying and capitalizing on emerging market trends and revenue opportunities.
  • Communication: Met customers in homes to discuss and demonstrate product. Effectively generating new leads, following up on prospects, applying sales techniques, running credit applications, closing sales, delivering additional products as needed, and offering after sales support.
  • Customer Relations: Serve customers with knowledgeable, friendly support at every stage of purchasing and continued shopping. Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Timeliness: Achieved aggressive monthly quota consistently. Work diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations. Completed efficient merchandise purchasing to prepare inventory for weekly sales, special promotions, and seasonal events.

Norton LifeLock Telesales

Dial America
02.2019 - 06.2021
  • Build rapport and confidence with a customer by facilitating discussions regarding identity theft concerns. Display active listening skills, asking clarifying questions to uncover additional needs and support proper solutions. Collect payment and send out email confirmation. Educate members how to set up and use their services.
  • Understanding of all client contracts to focus on customer education and service expansion opportunities to keep all devices, personal information, and identities protected from cybersecurity.
  • Call Handling: Inbound calls with strict company quality performance, ability to maintain focus and attention to overcome objections while covering legal script disclosures.
  • Coaching: Assisting new employees released from training onto the call floor of how to properly respond to customer questions while avoiding legal and quality issues.
  • Supervisor in Training: Approved time off phones to help resolve any system issues, errors, or concerns to ensure that other agents were able to complete member enrollment including but not limited to use of promotion codes to meet customer needs and prevent call escalation.

Roadside Assistance

Allied Dispatch Solutions
06.2016 - 12.2018
  • Advise distressed motorists of their insurance or motor club terms and agreements in a clear and courteous manner while offering assistance to resolve their situation. Determine location where motorists are stranded and obtain details about their disabled vehicles. File claims and collect payment for services not covered in full. Send out emergency road technicians to resolve minor issues and get their vehicle back on the road or send out towing companies to get disabled vehicles to repair facilities. Educate motorists on how to stay safe until help arrives.
  • Understanding of all obtained external client contracts that required dispatch of service to distressed motorists. Served in several positions including:
  • Dispatch: Handle inbound calls with high company quality performance.
  • Coaching: Assisting a team of new employees who just released from training onto the call floor of how to properly dispatch in a timely manner.
  • Provider Team: Handle inbound calls from service provider to resolve any dispatching errors, issues, or concerns to ensure that motorists are not left stranded.
  • Manager: Research claims with internal service providers dispatched to help distressed motorists. Set up new contracts with providers in high call volume areas and negotiate with existing contracted providers to reduce costs, maintain provider accounts updating current insurance policies in case of damage claims or bank information for EFT providers, resolve payment issues for credit card providers, and advise EFT providers what payment timeframes they are in or forwarding payment disputes to payment department for resolution.

Medical Collections

CBC
06.2013 - 06.2015
  • Managed delinquent accounts initiating collection procedures as required. Accurately and effectively gathered information to update into system. Engaged with medical providers on negotiated settlements for writing off partial balances upon payment in full. Analyzed debtors financial position and established appropriate payment plans for resolution of debt.
  • Understanding of state, federal, and HIPPA, laws to ensure collection activity was conducted as per company guidelines. Capacity for adhering to confidentiality policy of information. Partnered with attorneys to gain status information on claims and bankruptcy details. Coordinated with workman's compensation and insurance correspondence for payment.
  • Maintained follow up with payers in a stratified manner and reported balances to credit bureau on a monthly basis. Prepared accounts for legal review when unsuccessful in reaching an agreement with debtors. Effectively executed garnishment process and maintained aged legal accounts to prevent suit expirations. Exercised a variety of correspondence to clients and debtors using detailed documents including letters, faxes, and email.

Credit Account Specialist

Citi
06.2005 - 06.2012
  • Advise customers of the terms and agreements with the company and how to handle their credit account. Served as a liaison across departments; managed all phases of external client's portfolio encompassing:
  • New accounts: Process applications, effectively reviewed account holders' financial records to determine eligibility, respond to customers via phone or email to their credit application.
  • Customer service: Cultivated positive and enduring relationships with customers, including relationships with a diverse clientele. Played a key role in increasing retention as well as satisfaction rates. Assisted in training of other agents on company policy and procedures.
  • Collections: Results-driven and customer-focused with excellent problem-solving skills. Assertive, with talent for persuasion and negotiation to secure appropriate payment arrangements to minimize uncollected revenue.
  • Fraud: Evaluated claims; examined cash flow and records. Investigated fraudulent data to resolve account problems and minimize write-offs. Researched accounting issues and made adjustments as needed.

Education

High School Diploma -

Science Hill High School
Johnson City, TN
05-2002

Skills

  • Ability to succeed in high-stress and physically/mentally demanding situations
  • Ability to work independently or as part of a team
  • Great personality, hardworking and reliable
  • Good listener, able to multi-task effectively
  • Willing to be flexible with work schedule and location, if needed

Timeline

Customer Service Representative

Advance Financial 247
08.2022 - Current

Door-to-Door Sales

North East Tennessee Distributors
06.2020 - 08.2022

Norton LifeLock Telesales

Dial America
02.2019 - 06.2021

Roadside Assistance

Allied Dispatch Solutions
06.2016 - 12.2018

Medical Collections

CBC
06.2013 - 06.2015

Credit Account Specialist

Citi
06.2005 - 06.2012

High School Diploma -

Science Hill High School

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Crystal Ingram