Stephanie Carpenter

Virtual QA and Customer Support

Telephone, TX 75488

ad2zo1@r.postjobfree.com

+1-430-***-****

Trained in Customer Care and Technical Support, Maryland COVID-19 Quality and Florida Call Centers, Fraud and Risk Agent specializing in Bank of America. Unemployment Fraud, QA New Agent Mentoring and Quality Assurance Assisting and Medicare/PPO Healthcare Benefits Representative. Open enrollment and HR Benefit Administration. Exceptional leadership qualities that will inspire and encourage team members.

All my Appreciation for my Inspirational Mentoring and my Life Coaching goes to my Daughter Carly Biggers - Event Planner for “Boxwood Hospitality" a wedding venue. Authorized to work in the US for any employer

Work Experience

Medical Advisor - Personal Assistant

Self Employed Contractor - Telephone, TX

January 2023 to Present

I am currently a personal care assistant and I take care of an older woman with various forms of physical disabilities, illnesses, injuries, helping them to live a better life. My job description entails giving care and comfort to patients by attending to their personal needs, ensuring their safety, mobility and general wellbeing. I engage in light housekeeping duties which include cleaning, washing and preparing of specified diets for the client in order for them not to get stressed up. This also includes organizing activities and schedules of the patient when they have to go to the doctor or just socializing their daily activities.

I make sure that the patient makes all of their doctor appointments, scheduling follow-up visits and ensuring that they take their drugs diligently as prescribed. I am trained on the importance of personal hygiene and wellness. I bath them regularly, washing their clothes teach and remind about dressing neat and cleaning their mouth and maintin regular dental hygiene.

In addition, I ensure that the environment where patients stay is kept clean and tidy. I becomes their companion who keeps them busy, talking with them and helping them pass time without getting unusually bored.

Also, I help patients to keep fit by assisting them with their exercise routine by not only making them do it, but putting them through it for support and encouragement. I maintain great strength and endurance in the course of duty, as the job entails standing for long hours, stooping, bending, kneeling, climbing, walking etc to adequately provide comfort to clients. I pay attention to detail for various reasons such as knowing the signs of illness, pain and agitation. I am a very empathetic assistant and address any and all issues that may arise. Mulitasking is second nature.

I report to the patient's doctors, family and social workers everyday. Vitals are taken three times a day and charted in the patien's daily activity book. Benefits Specialist Team Member

Harte Hanks - Blue Cross Blue Shield - Remote

October 2022 to December 2022

Assists Blue Cross Blue Shield FEP Federal Employees regarding benefits claim issues and plan changes. Ensure that all employees understand their benefits and how to use them. Distributes all benefits enrollment materials and determines eligibility. Enrolls employees with carriers and process life status changes. Dependent and event verification experience. Documented HIPAA training, medicare and experience handling confidential material in healthcare.

• Research, analyze, and administer .healthcare plans and wellness programs, from medical and dental benefits to disability and family leave

• Coordinate Medicare and FepBlue benefits.

• Assist with the administration of all benefits and retirement programs

• Ensure the accuracy of all benefits enrollments

• Assist with the open enrollment process

Open Enrollment Team Specialist/Benefits CSR

Ultimate Staffing Services/Roth Staffing/Lifeworks - Atlanta, GA June 2022 to August 2022

Performs a variety of tasks related to benefits administration and work in the human resources department within the corporation to make sure that all employees understand their benefits and how to use them, including Open Enrollment and implementation of the Workday system. Process Employee life Events, provides input on plan design and rates, writing employee communications and plan documents, payroll deductions and inquiries for a group of more than 12,000 employees. Provide excellent customer service to employees who call into a high-volume phone center using enrollment and other technology to answer questions and resolve issues. Uses technology to research, analyze, evaluate, and present the Albertson's Company in compliance with contract provisions, procedures, and Federal and State statutes, rules and regulations. Dependent and event verification experience. Documented HIPAA training, medicare and experience handling confidential material in healthcare. I have strong organizational skills, Communication skills, Resolves employee issues with benefits administrators and insurance providers and provide new hires with explanations of benefits and instructing them on enrollment and fulfillment procedures.

Covid-19 Vaccine Hotline Customer Care and New Agent Mentor MCI Careers - Portsmouth, NH

January 2021 to July 2021

I Represent Florida Dept of Health's COVID-19 Vaccination Hotline. I answer phone requests, escalations, and standard information for the COVID-19 hotline. I work closely with our agents to ensure the delivery of exceptional quality and customer service . Responsible for the activities involving quality and adherence to the policies and procedures of the company. I conduct audits and

review/analyze data and documentation. Provide results and trends to the appropriate parties

(supervisors and managers). Manage and follow-up and coaching when necessary by monitoring incoming and outgoing calls and email. Research data for training purposes. Participate in the quality evaluations and team meetings/collaborations in order to improve the quality and performance of the agent. I Possess exceptional leadership qualities that will inspire and encourage team members. Programs used Five 9, Nice in contact, knowledge base, Genesys, Salesforce, Atlassian Confluence, BrightPatterns and BlueJeans. Fraud / Risk Agent/QA

BofA/TTEC - Remote

October 2020 to January 2021

Take inbound calls and transfers from other Agents needing high risk authenticity concerning unemployment cases. Investigates any suspicious activity and monitors accounts and transactions for fraudulent activity and open fraud cases on various accounts for further investigation. Attention to detail

– perceiving small changes and things that “just don’t seem right” And to determine if there is any risk to the bank or its customers and observing various customer transactions to flag and identify fraud. I began in the Fraud department, then was moved to the Risk Management Department entering my 3rd month of employment with BoFA. I then was asked to perform standard quality assurance mentoring and guidance to new fraud agents, preparing them for their fraud customer support agents roles. Activities included, monitoring inbound and outbound calls, email responses and technical accuracy for proficient customer service performance. Analyzed agent performance and suggested improvement goals by providing feedback to supervisors and management. Participated in customer and client listening programs along with collaborations to identify customer needs. Programs used were Visa pass lexisnexis, visa online, falcon and cat. Also, Outlook, one note, Avaya, Uusp, Humanify, Kronos, Inexus, Bank of America Portal and Nice. Also, Microsoft Teams, Humanify, Five 9, Oracle and Empower. Utilized Mattermost, knowledge base chat, Humanify and Pigeon.

Virtual Reservation Agent

W5 Golf - Flossmoor, IL

April 2020 to September 2020

I take incoming calls and chat requests for tee time reservations from over 200 golf courses all over the world. I make the appointments depending on the customers needs. I make adjustments, cancel and rebook the tee times as needed. I aso up sell tee times for future reservations and I re route calls that come in for various departments at the facility. Google and Gin Platforms were utilized. Along with Slack and Live Agent w/ CRM.

Virtual Customer Support Representative

TTEC/Solutran Healthy Benefits Plus - Remote

December 2019 to February 2020

Working for the client Solution Healthy Benefits Plus. I answer inbound calls with benefit inquiries, placing orders from online Walmart stores and catalog orders the insurance provides through Walmart Kroger cvs and Walgreens and updating member information. Benefit verification and working with members healthcare providers including United Healthcare, BCBS Anthem and the Healthy Rewards food program for EBT Medicaid and Medicare AARP clients. Acquire positive interaction and empathy with the member and help resolve common healthcare benefit issues. Maintain Average Call Handling in a timely and accurate manner. Humanify, Pigeon and Oracle were also utilized. Virtual Customer Technical Support Representative

Conduent/Apple - Remote

January 2019 to August 2019

I assisted Apple and Tunes customers by inbound calls and provide solutions to their technical issues while using the program blackboard.

It is necessary that I actively listen and be empathetic, while using my knowledge of current technology, passion and creativity to resolve their problems and meet their needs in a timely manner. I am familiar with Smartphones, tablets, operating systems, PC and Macs. Manage patient records, accounts and payments. Also, adjustments, cancellations, subscriptions and refund requests. Escalation processes do arrive periodically and is handled accordingly. Time clock management and self- learning skills are maintained with production. Multitasking skills, 10-key, Self- discipline with the virtual environment. Skype, chat and other numerous communication programs utilized daily. Utilized Blackboard, Teams, Share screen and zoom.

Owner/Jewelry Design/Wood Restoration

Passion for Jewels and Serenity - Home

August 2013 to January 2019

Owner of a small jewelry diy boutique with light jewelry repair where I take pieces of old, broke or new and make a variety of jewelry. t Inventory and sales records in house. Online sales and web design. I keep my own inventory and sales records. I also have a nack in wood crafts. I take old barn wood or pallets from original handler and renew in wood crafts. I take old barn wood or pallets from original handler and renew and preserve the reclaimed wood before designing. Amateur in jewelry photographer and web design for several online sale sites preserve the reclaimed wood before designing. Amateur in jewelry photographer and web design for several online sale sites. Check-out and Medical Records Assistant

TEXOMA HEART GROUP - Denison, TX

August 2007 to August 2010

Kept up to date Medical records and Check-out which included patient requests for medical records by phone in office.

Setting appointments and scheduling heart procedures. Insurance verification before procedures. Also, assisted patients over the phone for Pacemaker Checks. Entered the Doctors dictation for patients in the medical records database. Front Desk and Physical Therapy Assistant

Moore Chiropractic - Bonham, TX

August 2006 to July 2007

Checked in patients, prepared charts, checked out patients and scheduled appts. Also, assisted the chiropractor in applying therapy equipment to the patients during their therapy sessions. Recorded dictation notes from the doctor and also patient concerns. Inmate Records/Release Clerk

TDCJ Buster Cole Unit - Bonham, Texas Unit - Bonham, TX March 2005 to August 2006

Kept Daily Records of incoming and outgoing state inmates on-site and on computer. Reviewed in- mate requests and investigate prior warrant history for possible holds or bench warrants before re- leasing. When time to release, communicated with families and arranged inmate pickup for release. Also, worked the telephone switchboard several times a week. Insurance Processor

MEDICAL BUSINESS SOLUTIONS - Sherman, TX

August 2004 to February 2005

Billed electronical- ly and paper insurance claims for various Doctors. Performed after care follow up and reported de- tailed reports from insurance and processed appeals. Case Manager Assistant

Moore Chiropractic - Bonham, TX

December 2003 to August 2004

Patient Mentor, Insurance verification and then Produced detailed treatment plans per patients insurance plan and assisted and advised patients their current medical needs and helped and arranged payment plan.

Education

High school diploma in agriculture

Sam Rayburn High School - Ivanhoe, TX

September 1985 to June 1989

Skills

• Work from Home. (3 years)

• Customer Service (8 years)

• Call Center (4 years)

• Customer Technical Support (1 year)

• Photoshop (5 years)

• Skill Soft (2 years)

• IOS Mac and Windows thru 10 (2 years)

• lLog (1 year)

• Teams (3 years)

• Nice (2 years)

• Feps (1 year)

• Apple Learning (2 years)

• Microsoft office 365 and Outlook (10+ years)

• Excel (3 years)

• Inventory/intuit quick books (4 years)

• 10-Key (6 years)

• Medical Terminology (10+ years)

• Medical Records (4 years)

• Medical Billing /CPT-Coding (2 years)

• Claims Processing (4 years)

• Kronos (3 years)

• Oracle (2 years)

• Empower (2 years)

• Pidgeon. CRM (2 years)

• Insurance Verification (8 years)

• Android (8 years)

• Phone Etiquette (7 years)

• Communication skills (8 years)

• Incontact intergraded phone service including Max softphone (3 years)

• Blackboard (1 year)

• Slack (Less than 1 year)

• Avaya (3 years)

• UUSP (Less than 1 year)

• Mattermost (Less than 1 year)

• VisaPass (Less than 1 year)

• Visa Online (Less than 1 year)

• Falcon (Less than 1 year)

• Cat (Less than 1 year)

• Avs (Less than 1 year)

• Experian (Less than 1 year)

• Litmos (Less than 1 year)

• LexisNexis (Less than 1 year)

• Windows 7,xp,10 (8 years)

• Humanify (3 years)

• Flagscape (Less than 1 year)

• Switchboard (2 years)

• ICD-10

• EMR Systems

• Photography

• Medical Scheduling

• Quality Assurance

• Analysis skills

• Banking

• HIPAA

• Inexus (1 year)

• Medical Receptionist

• ICD-9

• Medical Office Experience

• Typing

• 10 key calculator

• Google Docs

• Microsoft Outlook

• Calibration (2 years)

• Quality control

• Salesforce (Less than 1 year)

• Bright patterns (1 year)

• BlueJeans (1 year)

• Roundcube (1 year)

• Mentoring

• Data collection

• Medical Coding

• Live chat

• Pivot tables

• Office experience

• Medicare

• Microsoft Excel

• Windows

• Workday

• Confluence

• Operating Systems

• Employee Orientation

• Knowledge base (1 year)

• Payroll

• Human resources

• Benefits administration

Assessments

Call center customer service — Proficient

April 2022

Demonstrating customer service skills in a call center setting Full results: Proficient

Customer focus & orientation — Proficient

January 2022

Responding to customer situations with sensitivity Full results: Proficient

Attention to detail — Proficient

July 2022

Identifying differences in materials, following instructions, and detecting details among distracting information

Full results: Proficient

Customer service — Proficient

January 2021

Identifying and resolving common customer issues

Full results: Proficient

Work motivation — Proficient

January 2021

Level of motivation and discipline applied toward work Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

Certifications that include Provider Trained Therapy Assistant in Chiropractic April 2003 to Present. On site Dr one on one training and 2 seminars, resulting in a certificate in therapy in chiropractic and Case Management. (8week course.) 9 week course of Medical Terminology followed by 10- Key Training and Medicare FEP Coding and Compliance Course. (4 years) 6 week two class Covid-19 Awareness and Prevention Course's by OSHA and the Centers for Disease Control Training Courses along with CDC Evaluation for sars-cov-2 Testing in Animals and the effects of early treatments. Trial Study of Ivermectin inhibits the replication of Sars in vitro all approved concentrations.

I have experience equivalent to a Bachelors Degree in the medical field.

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