Pansy L. Caridine

**** ********* *****

Atlanta, Georgia 30349

404-***-****, ad5b7o@r.postjobfree.com

PROFESSIONAL EXPERIENCE:

CONNEXUS – Client: Marc Fisher Brands – November 2023 to January 2024

Work-At-Home Customer Care Specialist

Responsibilities included taking incoming calls from customers for Nine West, Hunter Boots, Easy Spirit, Rockport’s, and Earth Shoe website orders. Placed orders, provided order status, updated payment methods, refunds, and cancellations. Additionally:

. Answered phones, emails, and live chat from customers.

. Identified and escalated priority issues and reported to high-level management.

. Followed up on complicated customer interactions when required.

. Recorded details of customer interactions (proficiently and accurately).

. Developed rapport with customers, with an upbeat attitude.

. Adhered to net promoter scores, customer effort scores, and metrics. This includes first call/contact resolutions.

NAVIENT – Clients: Lifeline and Affordable Connectivity Program (ACP) – May 2023 to October 2023

Work-At-Home Temporary Customer Service Representative

Responsibilities include supporting consumers who qualify for Lifeline and the Affordable Connectivity Program. Duties include assisting with enrollment, errors on applications, verifying eligibility using the National Lifeline Accountability Database or the National Verifier Portal, updating information on current applications and/or mailing applications to qualified consumers, household eligibility, eligible communication carriers, recertification, enhanced Tribal benefits, benefit transfers, logging all incoming/outing going calls in the CRM, provide basic information and next steps in the programs once qualified, other duties as assigned and requested. This is an extremely HIGH CALL VOLUME remote position. The company employs over 5000 remote agents throughout the US. Last year customer service agents assisted over 12 million consumers.

RGS – WHIRLPOOL – February 2023 to March 2023

Work-At-Home Customer Care Representative

Supported consumers and internal process partners via phone, chat, email, or other technology for Whirlpool Consumer Services. Daily responsibilities include taking inbound calls, helping consumers resolve issues, providing basic troubleshooting information, and scheduling service while ensuring consumers are fully satisfied when the call is completed.

SAGILITY HEALTH – PRIME THERAPEUTICS PROGRAM – November 2022 to December 2022

Work-At-Home Pharmacy Help Desk Assistant

Receive inbound calls from Pharmacies and Doctors’ Offices needing assistance with member prescriptions. This includes verification of Prior Authorization requests through Rx Claims to review member eligibility details, claim accumulators and history, submit changes, and send forms via email, fax, or mail while remaining in compliance with HIPPA.

CONDUENT - APPLE PROGRAM – JUNE -2018 – JULY- 2022

Work-At-Home – Customer Experience Associate

Receive inbound calls from customers needing assistance with online orders which included cancellations, updating billing, change/escalate shipping, tracking, product information, store information, rescheduling pickups, contacting third parties on behalf of the customer regarding finance approval, upgrade status, trade-in kits and other requests as needed. Other duties included assisting sales with placing online orders during heavy call volume periods.

TELE-TEC - AMERICAN REDCROSS PROGRAM – March -2018 – May-2018

Work-At-Home – Training Support Representative - (TSR) - Front Office

Responsibilities include taking general inbound calls, creating cases, answering questions about products and programs, rescheduling, or canceling enrollments for enrollees of community classes, closing community course offerings, issuing refunds, resetting passwords, troubleshooting, assisting with emailing certificate requests including answering questions about products and programs.

SUTHERLAND GLOBAL – December- 2017 – January- 2018

Cox Communications Program

Work-At-Home Tier 1 Customer Support – Cable Industry- Seasonal/Temporary

The position involved being a part of a supportive service-oriented team that engages in real-time troubleshooting with customers to resolve technical issues in a WAH call center environment. Responsible for educating residential Cox customers about the installation and use of products. Respond to inbound customer questions, problems, and requests regarding account balances, service additions, billings/payments, or other general or account-related services. Responsibilities also include maximizing opportunities to sell additional or upgraded services to customers as available, while providing quality customer experience.

DONNELLY COMMUNICATIONS, INC./PROCORE- Atlanta, GA

Call Center/Customer Service Representative – Inbound: October- 2012 to July- 2017

Responsibilities included receiving calls from clients and national advertisers requiring toll-free numbers answered 24 hours a day for consumers who wanted to place orders from catalogs or websites. Clients included Coach, Coach Outlet, Paul Fredricks, Stuart Weitzman, Duluth Trading Company, Griots Garage, Hobby Builders Supply, Gander Mountain, Overton's, Ross-Simons Fire Mountain Gems, First Street, Foot Smart, EWTN Religious Catalog and more. In addition to receiving calls and placing orders via phone, inbound calls included a business triage with Procore from customers calling to make payments and report power outages for HECO (Hawaiian Electric) LCEC (Lee County Electric Co-Op in Florida and WAKE electric out of North Carolina. This position required enthusiasm, excellent telephone and writing skills, patience with excellent listening skills, and savvy computer skills to maneuver through several computer screens and applications in a timely and accurate manner for quality assurance purposes.

METROPOLITAN ATLANTA RAPID TRANSIT AUTHORITY-Atlanta, GA

Accounting Specialist: January- 1994 to September- 2011

Responsible for providing financial, administrative, and clerical services to ensure effective, efficient, and accurate financial and administrative operations and support in The Accounts Receivables Section. Utilize and maintain a working knowledge of the Authority’s policies, procedures, guidelines, and government practices related to specific functions or sections of the Office of Accounting.

Receive, verify, and batch daily cash receipts from all revenue centers generated from breeze cards, ride stores, passenger revenue, parking, garages, special services, conventions, and money room.

Verify accuracy and edit cash receipts for data entry input into the Oracle Accounts Receivables System. Approximately 7000 cash receipts are processed annually. Enter and print accrual reversals report and batch listing report.

Enter and print commission sales reports and batch listings for newspaper vendors.

Maintain, file, and update accounts receivable documents after month-end close for internal/external customers and auditors’ review.

Meet monthly closing deadlines to produce financials for Senior Staff and Board Members.

Technology Summary

MS Office (Word, Excel, PowerPoint) ● Oracle ● HRIS ● Web Timesheet

EDUCATION & CERTIFICATE

JOSEPHINUM, Chicago, IL, - General Studies – High School Diploma

ATLANTA AREA TECHNICAL SCHOOL, Atlanta, GA- Information Processing Specialist Certificate Graduated, June 1990

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