Crystal Malave-McDuffy
Chantilly
Summary
Dedicated customer service and client support professional with 10+ years of experience delivering exceptional customer care in remote and fast-paced environments. Skilled in handling high-volume inbound and outbound communications, technical troubleshooting, account support, and conflict resolution across phone, chat, and email channels. Recognized for professionalism, empathy, strong problem-solving abilities, and consistently maintaining high customer satisfaction standards. Experienced using CRM systems, ticketing platforms, and remote support tools to efficiently resolve customer concerns and improve the customer experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative & SME
Foundever / Businessolver
Remote
10.2024 - Current
- Provide high-volume customer support via phone, chat, and email in a fully remote environment.
- Resolve billing, account, technical, and service-related inquiries while maintaining high customer satisfaction standards.
- Document customer interactions accurately using CRM and ticketing systems.
- Support escalation handling and assist team members as a Subject Matter Expert (SME).
- Meet and exceed performance metrics including quality assurance, response time, and first-call resolution.
- Maintain HIPAA and data privacy compliance while handling sensitive customer information.
- Businessolver — CSR & SME
- TurboTax — CSR, SME & Learning Specialist
Customer Service Representative
Comcast
Remote
05.2023 - 10.2024
- Managed high-volume inbound customer interactions while maintaining professionalism and empathy.
- Assisted customers with billing inquiries, troubleshooting, account support, and service-related concerns.
- Utilized troubleshooting procedures to resolve issues efficiently on the first interaction whenever possible.
- Promoted products and services based on customer needs and account analysis.
- Documented customer interactions, service issues, and resolutions accurately within company systems.
- Collaborated with internal teams to resolve escalated customer concerns and service interruptions.
Customer Service/Technical Support Representative
TurboTax
Remote
01.2023 - 05.2023
- Delivered technical support and software navigation for TurboTax customers.
- Assisted customers with account access, prior-year tax amendments, and technical issues.
- Represented Intuit brand through empathetic, solution-driven customer support.
- Provided support via phone and video tools in a remote call center.
- Researched customer concerns and identified solutions to enhance experience.
- Maintained thorough documentation of interactions, resolutions, and follow-up actions.
Guest Service Representative
Walt Disney World
Remote
01.2019 - 12.2022
- Delivered exceptional guest service through inbound and outbound customer interactions.
- Resolved guest concerns while ensuring a positive and professional experience.
- Assisted guests with vacation planning, hotel reservations, ticket purchases, modifications, and cancellations.
- Utilized sales and service techniques to achieve departmental performance and booking goals.
- Collaborated with internal departments to enhance guest experiences and resolve issues.
- Maintained strong attention to detail while managing sensitive reservation and guest information.
Education
Bachelor of Arts - Psychology
Capella University
Minneapolis05-2026
Business Management
Northern Virginia Community College
Annandale, VASkills
- Remote Customer Support
- Phone, Chat & Email Support
- CRM & Ticketing Systems
- Technical Troubleshooting
- Billing & Account Resolution
- Customer Retention
- Conflict Resolution & De-escalation
- Data Entry & Documentation
- HIPAA & Data Privacy Awareness
- Customer Satisfaction (CSAT)
- Salesforce & CRM Systems
- Escalation Support
- Problem Solving
- Time Management
- Team Collaboration
Certification
- Client Support Specialist 101, 102, 103 — Arise
- LEAPS Mastering Platform & Learning System
- CRM / Salesforce Systems
Technical Skills
- Microsoft Office Suite (Excel, Outlook, Word, PowerPoint)
- Salesforce
- CRM & Ticketing Systems
- Zoom & Microsoft Teams
- SmartLook Screen Share
- Google Workspace
- Data Entry & Reporting Systems
Timeline
Customer Service Representative & SME
Foundever / Businessolver
10.2024 - Current
Customer Service Representative
Comcast
05.2023 - 10.2024
Customer Service/Technical Support Representative
TurboTax
01.2023 - 05.2023
Guest Service Representative
Walt Disney World
01.2019 - 12.2022
Bachelor of Arts - Psychology
Capella University
Business Management
Northern Virginia Community College