Customer Service Management

Terry Carmichael II

**** ******** **.

NW - Concord, NC 28027

*************@*****.*** - 252-***-****

Manager with 15+ years of retail management. Experienced in retail operations, loss prevention, and training within a multi-unit, fast-paced, competitive environment. Energetic, results-driven leader possessing the ability to manage a diverse workforce in a direct reporting structure or a dotted line structure. Unique mixture of industry experience, education, and leadership resulting in shrink reduction and reaching business goals.

Ambitious, vibrant, servant leader with store operation experience. Compliance, safety, loss prevention, and multi-unit experience are within my leadership scope. Analytical, results driven, strategic thinker, with strong problem solving skills. Successful at building relationships and partnerships with community leaders, business partners, and vendor partners to achieve business objectives.

Core Competencies

Diversity Leadership - Non-Horizontal Environment Leader - Sales Forecasting - Vendor Management - Modular Maintenance - Business Ethics - Customer Relationship - Verbal Communication - Written Communication - Excellent Interpersonal Skills - Detail Oriented - Multi-State Experience - Servant Leadership - Strong Analytical Skills - Creative Merchant - Wage Management - Forward Thinking - Freight Logistic Experience - Trustworthy

Work Experience

Data Entry Specialist

Optum -

Concord, NC

September 2014 to Present

Responsibilities:

Prepares source data for computer entry by compiling and sorting information; establishing entry priorities. Processes customer and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the team leader for resolution. Enters customer and account data by inputting alphabetic and numeric information on keyboard or optical scanner according to screen format. Maintains data entry requirements by following data program techniques and procedures. Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data; combining data from both systems when account information is incomplete; purging files to eliminate duplication of data. Tests customer and account system changes and upgrades by inputting new data; reviewing output.

Secures information by completing data base backups. Maintains operations by following policies and procedures; reporting needed changes. Maintains customer confidence and protects operations by keeping information confidential. Contributes to team effort by accomplishing related results as needed.

Health Insurance Customer Service Specialist

Convergy's -

Charlotte, NC

March 2014 to August 2014

Responsibilities:

Maintain positive customer relationships and respond to customer inquiries regarding products, benefits, eligibility, and claims resolution in a call center environment. Have dialogue with our members and providers. Represent the Client positively and treat all members and providers with respect and dignity demonstrating core competencies. Proactively provide information and education to customers, about a variety of health, financial, and self-service programs. Display compassion, respect, and self-confidence when conversing with customers. Act as a patient advocate through demonstrating strong listening skills, acknowledging their concerns, and apply established procedures to ensure resolution is provided and presented in a clear and accurate manner. Interact with members of the healthcare community such as doctors, nurses, and other healthcare workers who have questions regarding patient management, patient eligibility and billing.

District Training Store Manager

Family Dollar -

Durham, NC

September 2005 to November 2013

Responsibilities:

Analyzed competitor strategies to gain market share and created plans to counteract those strategies. Evaluated profit and loss statements and fashioned a plan of action for those accounts not performing according to budget. Monitored and implemented store budget to include: wages, maintenance, sales, gross margin, safety, markdowns, and all other line items. Accountable for store compliance, merchandising, wage performance, and profitability. Oversaw store training programs to ensure appropriate training for associates in the store. Critically interpreted key reports and score cards to improve overall business performance and then communicate findings to Market and Regional Team.

Key Achievements:

Achieved and awarded for less than 2% shrink/loss in high volume urban market location for 5 years consecutively. Maintained the retention of team members 93%.

Increased associate engagement by 5% each year.

Recognized for top performing market in relation to corporate customer scheduling program.

Improved overall store P&L and budget performance.

Implemented freight management programs reducing overall inventory by 2.5%.

Responsible for daily store operations.

Managed up to 5 hourly managers at time trained salaried store managers to be placed in the district when needed.

Accountable for store compliance, store profit and loss, compliance, safety, associate engagement, and achieving sales goals in excess of $2.5M.

Accountable for implementation of new corporate customer-friendly scheduling programs, inventory management, and managerial placement and associate scheduling programs in separate stores.

Education

Bachelor of Arts in Art/Elementary Education

North Carolina A&T State University -

Greensboro, NC

May 2000

Additional Information

Windows 8.1, MS Office, Siebel, Kronos and internet proficient

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