Open to opportunities

Krista Culver

@kristaculver

Customer operations and quality professional at Enchanted Fairies, handling 80–100 daily customer interactions across channels.

United States

Message

At Enchanted Fairies, I handled 80–100 customer interactions daily across phone, email, live chat, text messaging, and social media while maintaining quality standards in a remote environment.

I resolved complex customer escalations with Booking, Sales, Art, Reviews, and Support teams. I monitored CSAT scores, coached employees on KPIs, and trained approximately 10 new employees on customer support processes and tools.

At Sedgwick, I processed workers' compensation, FMLA, auto, and liability claims while maintaining confidentiality and compliance. I also worked the Assist Line, coached employees on difficult or escalated cases, and identified workflow improvements that increased efficiency and reduced errors.

Experience

Work history, roles, and key accomplishments

Current

Freelance Creative Writer & Editor

Current

Self-Employed

Mar 2020 - Present (6 years 7 months)

Collaborate with clients to clarify project needs, provide updates, and incorporate feedback while managing multiple deadlines. Independently manage scheduling, client communication, invoicing, and project delivery.

Creative Writing Editing Client Communication Project Management Scheduling Invoicing

Customer Operations and Quality

Enchanted Fairies

Jul 2023 - Jun 2026 (2 years 11 months)

Managed 80–100 customer interactions daily across multiple channels while maintaining quality standards. Resolved complex escalations, monitored CSAT, and trained approximately 10 new employees.

HubSpot JustCall Slack Notion Rippling Multichannel Customer Support Complex Issue Resolution CSAT Corporate Trainer Documentation

Customer Support Specialist

Sedgwick

Jul 2016 - Mar 2020 (3 years 8 months)

Processed high-volume workers' compensation, FMLA, auto, and liability claims while maintaining confidentiality and compliance. Coached employees on escalated cases and identified workflow improvements.

Claims Processing Workers’ Compensation FMLA Confidentiality Documentation Process Improvement Customer Support

Education

Degrees, certifications, and relevant coursework

Capella University

Master of Science, Human Resource Management

Pursuing a Master of Science in Human Resource Management with an expected completion in March 2027.

Murray State University

Bachelor of Arts, English and Education

Activities and societies: Dean's List, Best German Speaker, Fencing Club President & Coach

Earned a Bachelor of Arts in English and Education. Recognized on the Dean's List, named Best German Speaker, and served as Fencing Club President and Coach.