Crystal Martin
Chester
Summary
Service-oriented hard worker focused on delivering exceptional customer experiences to drive consistent revenue growth. Coordinates resources to meet expected business and customer demands. Sales expert, organized decision-maker and strategic planner with top-notch interpersonal and communication skills. Customer-oriented 10 years of experience focused on increasing production and minimizing downtime. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen.
Overview
15
15
years of professional experience
Work History
Medicare and Marketplace CSR
TDB Communications
Chester Va
10.2025 - Current
- Resolved customer inquiries via phone ensuring timely and effective communication.
- Assist consumers with understanding Medicare and Marketplace health insurance options eligibility requirements and enrollment processes
- Streamlined complaint resolution processes, reducing response time and improving customer satisfaction scores.
- provide accurate information regarding plans benefits, premiums,deductibles and coverage differences to help callers make informed decisions
- complete application for Medicare, Medicaid and Marketplace coverage while ensuring compliance with federal and state guidelines
- verify customer information,update records and process changes such as income updates,household changes and special enrollment requests
- resolve consumer issues related to coverage, billing, appeals and account discrepancies with professionalism and accuracy
- educate callers on required documentation, enrollment deadlines and next steps to maintain or update their health insurance coverage
- utilize multiple systems to document interactions, track case progress and ensure timely follow-up on pending applications
- maintain high levels of quality, accuracy and customer satisfaction while meeting performance metrics such as call handling time and resolution rates
- protect sensitive consumer information by following HIPAA and CMS privacy standards
- Collaborate with team members and supervisors to stay updated on policy changes, new Marketplace rules and annual open enrollment procedures
General Manager
Hardees Resturant
Chester , VA
06.2015 - Current
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Designed sales and service strategies to improve revenue and retention.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Developed service and sales strategies to improve retention and revenue.
- Trained employees on duties, policies and procedures.
- Taught alertness and security tactics to reduce theft and losses.
- Guided management and supervisory staff to promote smooth operations.
- Recruited, trained and empowered employees to achieve key performance indicators.
- Recruited, interviewed and hired qualified staff for open positions.
- Created schedules and monitored payroll to remain within budget.
- Supervised employees through planning, assignments and direction.
- Led employee evaluations with constructive feedback to boost performance.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Administered employee discipline through verbal and written warnings.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
- Tracked monthly sales to generate reports for business development planning.
- Controlled regulatory risks by overseeing corporate compliance visits and adhering to protocol.
Shift Leader
McDonald's
Chester, VA
07.2013 - 06.2015
- Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
- Delegated tasks to employees and monitored activities and task completion.
- Supervised and led employees to maintain productivity and customer service levels.
- Upheld company standards and compliance requirements for operations.
- Complied with company safety procedures, policies and regulations to promote safe working environment.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Educated customers about offerings, promotions and pricing to boost sales.
- Evaluated employee performance, delivering individualized feedback and praise.
- Mentored and coached staff by giving employees suggestions and feedback to improve job performance.
- Checked orders for quality and completeness.
- Handled escalated customer concerns and emergencies in absence of manager or supervisor.
- Coached team members to increase productivity and reduce workplace accidents.
- Directed employees through daily routines.
- Resolved customer complaints and reported issues to senior management.
- Documented receipts, employee hours and inventory movement.
Assistant Manager
Hardees Resturant
Petersburg, VA
03.2011 - 01.2013
- Delegated daily tasks to team members to optimize group productivity.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Recruited and hired qualified candidates to fill open positions.
- Worked closely with customers to understand needs and resolve diverse issues.
- Maintained current understanding of company offerings to better serve customers and team members.
- Assisted in store opening by setting up office space, computers and cash registers.
Education
High School Diploma -
Lloyd C. Bird High School
Chesterfield, VA06-2009
Skills
- Customer Service Management
- Team Leadership
- Employee Motivation
- Hiring and Onboarding
- Goal Setting
- Management Team Building
- Problem Anticipation and Resolution
- Focus and Follow-Through
- Quality Assurance
- Operations Oversight
- Sales Promotion
- Process Improvements
- Human Resources Oversight
- Customer Service
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Problem-Solving Abilities
- Verbal and Written Communication
- Upbeat and Positive Personality
- High-Energy Attitude
- Customer Relations
- Responding to Difficult Customers
- Data Entry
- Issue and Complaint Resolution
- Quality Control
- Critical Thinking
- Fast Learner
- Bilingual
- Problem resolution
- Call center experience
- Conflict resolution
Accomplishments
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of service issues and customer satisfaction.
Hobbies
- Spending time with family
- Animals
- Reading
- Driving around listening to music
Education and Training
other
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Medicare and Marketplace CSR
TDB Communications
10.2025 - Current
General Manager
Hardees Resturant
06.2015 - Current
Shift Leader
McDonald's
07.2013 - 06.2015
Assistant Manager
Hardees Resturant
03.2011 - 01.2013
High School Diploma -
Lloyd C. Bird High School