Carlie Aprill

Topeka, KS *****

ad4e1s@r.postjobfree.com

+1-785-***-****

Results-driven professional with years of experience in sales, customer service, and business development. Proven track record of consistently meeting and exceeding sales goals, with an ability to develop and maintain successful relationships with clients. Skilled in data analysis, forecasting, and problem-solving to optimize customer service, increase sales, and identify new business opportunities. Highly motivated self-starter, with a passion for providing exceptional customer service and achieving success.

Willing to relocate to: Dover, DE - Fresno, CA

Authorized to work in the US for any employer

Work Experience

Customer Service Representative

UCare Minnesota - Remote

October 2023 to Present

• Accurately apply knowledge of UCares business, products, members and operations to effectively fulfill member service requests and inquiries.

• Ensure adherence to all policies and procedures and meet/exceed service levels by following established guidelines and standards.

• Educate members and external customers on policies and procedures related to members health care program.

• Research and resolve inquiries from internal /external customers including: Enrollment, eligibility, ID cards, clinic changes, demographic changes, benefit coverage, claims, payments, member reimbursement, and demonstrated knowledge of CAG policies, procedures, and regulations.

• Answer, resolve, track and document telephone calls from members and providers in a timely and professional manner.

• Interpret member eligibility and coverage through thorough knowledge of the contracts, policies and procedures.

Held Sales Representative

Lincare - Remote

June 2023 to October 2023

• Worked directly with medical professionals and physicians to get patient prescriptions renewed.

• Submitted authorizations to insurance companies.

• Actively worked 30+ accounts per day to decrease held sales.

• Prepared held sales documents in Excel format for management review.

• Performed final edit review and closes.

• Worked on assigned RBCO reports

Reason for Leaving: Offered a position with more growth opportunities and greater compensation. Sales Retention Specialist

Dish Network - Remote

June 2021 to May 2023

• Handle 75+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction.

• Conducted call de-escalations to effectively assist upset customers.

• Developed strategies to improve customer experience and reduce attrition rate.

• Utilized CRM software to track customer communication and feedback.

• Maintained up-to-date knowledge of industry developments and changes in competitive landscape.

• Exceeded performance metrics related to call time, quality, customer satisfaction, and retention.

• Consistently ranked in top 10% of all agents each month. Reason for Leaving: Job security concerns due to a heavy and continuous decline in customers, due to switching to streaming services.

Medicaid Eligibility Specialist

Maximus - Topeka, KS

December 2019 to April 2020

• Managed over 50 customer calls per day.

• Communicated effectively with clients via phone calls and emails to explain program requirements and answer questions.

• Enhanced accuracy of individual records through meticulous data entry across multiple software systems, while maintaining strict confidentiality with sensitive information

• Effectively reviewed and adjudicated applications, communicating decisions within mandated time frames, and diligently reassessing denied cases to identify and rectify potential errors. Reason for Leaving: Laid off due to COVID.

Recruiter

Express Employment Professionals - Topeka, KS

July 2018 to December 2019

• Conducted 15 interviews per day and consistently filled key vacancies with qualified candidates.

• Evaluated strengths and weaknesses of candidates through effective screening processes.

• Pioneered innovative strategies to engage passive job seekers, leading to a broader and more diverse candidate pool.

• Developed comprehensive job descriptions based on meticulous research, ensuring alignment between candidate qualifications and position requirements.

• Streamlined recruitment processes by effectively managing applicant tracking systems, conducting initial interviews, and performing reference and background checks Call Center Supervisor

Advanced Call Center Technologies - Junction City, KS April 2015 to February 2018

• Provided leadership and direction to a team of 15+ call center representatives, ensuring customer satisfaction goals were achieved.

• Assisted with escalated calls when needed, providing guidance to agents on best practices for handling difficult customers.

• Developed and implemented processes to streamline service operations, resulting in improved customer experience scores.

• Created reports summarizing daily activities, including total number of calls handled and average wait times.

• Collaborated with other departments within the organization to provide comprehensive solutions to customers' needs.

• Performed regular coaching sessions with staff members to improve their knowledge base and communication skills.

• Identified opportunities for process improvement through analysis of customer survey results. Recruiter

Manpower - Manhattan, KS

October 2016 to December 2017

• Generated a specific candidate pool for career opportunities.

• Successfully filled key vacancies through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.

• Enhanced recruitment processes by leveraging data analytics for process improvement, utilizing various sourcing channels including social media, and maintaining detailed documentation of candidate pipelines and hiring procedures.

• Fostered a positive employer brand image and developed strong relationships with key hiring managers, providing guidance on interviewing techniques and supporting onboarding activities. Education

Associate of Arts in Information Technology

University of Phoenix - Arizona

October 2006 to June 2009

Skills

• Customer Retention Abilities

• Microsoft Office

• Training and Development

• Revenue Quotas

• High-Volume Environments

• Customer Relations

• Call Center Operations

• Sales Expertise

• CRM Systems

• High-Volume Environments

• Database Maintenance

• AS400

• CRM Software

• HIPAA

• Health Insurance

• Customer service

• Supervising experience

• Microsoft Office

• Typing

• Account reconciliation

• Analysis skills

• Conflict management

• Data collection

• IVR

• Research

• Training & development

• Sales

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