MARILEE A. CARPENTER

**** ********** ** *******, ** 95948 LinkedIn 530-***-****

adlnsb@r.postjobfree.com

Operations

Experienced leader with over 10+ years in customer service and quality management, people management, and quality compliance. Highly organized and self-motivated with proven track record of achieving and exceeding self and team production levels. Active team member with ideas, analytical skills, problem solving and ways to motivate for improvement in goals and production standards. PROFESSIONAL EXPERIENCE

BLUE SHIELD OF CALIFORNIA, Redding, CA February 2016 – Present Quality Assurance Auditor, Experienced Vendor Operations, January 2019 – Present Responsible for performing audits that are semi-routine in nature for Blue Shield of California Vendor teams and Specialty Vendors. Focus on multiple areas of expertise or lines of business (i.e. Claims, Inquiry, Enrollment). A subject matter expert in audit principles and methodologies. Identifies and document audit observations and findings. Provides potential solutions and goals. Participates in corrective and preventive action planning and implementation related to audits. Guiding and working with operation representatives to influence outcomes. Manages timelines, assignments, and work plans.

■ Drive TTech sites to meet contractual goals for Member ASAT (Agent SATisfaction)

■ Assisted TTech in exceeding contractual ASAT goal from 2019 by 8.4%, resulting in meeting ASAT contractual goal in 2020

Customer Care Concierge Support, Senior, August 2017 – February 2019 Responsible for answering written correspondence and E-service for our premier groups, IFP (Individual and Family Plans) polices and Blue Shield employees. Crossed trained in all lines of business and assist multiple departments such as Privacy Office, Stop Fraud, Executive Inquires and any escalations from leadership. Handled all requests and inquiries over social media through Twitter, Facebook, Yelp and Instagram. Assisted in special projects to ensure the best quality of service for our members. Participated in the Trainer for PDP (Personal Development Plan) workshop. A participant of the NON ASAT & NON FCR (First Call Resolution) audit team for Offshore representatives with low ASAT score to coach them and help them provide better service and first call resolution. Assisted in providing process improvement documentation through Job Aides and DLP’s (Desk Level Procedures). Controlled all call outs on non-perfect ASAT Surveys received from all lines of business.

■ Received level 1 performance in 2017 and 2018 for exceeding production and contributing to team improvements.

IFP Member Services, Senior Representative, February 2016 – August 2017 Responsible for taking escalated calls, US Agent Demands and Supervisor Calls. Provided floor support for Partner Assist Line team. Selected for special projects such as, Open Enrollment support team for 2016-2017 member services IFP, CA Commercial Claims Project Test & Learn Group and was part of the US Agent Demand team for member services IFP. Was cross trained to assist the Customer Care Processing team with refund cases for IFP members.

■ Received Trusted Advisor Club Member award

■ Level 1 ASAT score performance for IFP Member Services in 2017

■ Met or exceeded 95% compliance quality level

Marilee A. Carpenter adlnsb@r.postjobfree.com 530-***-**** Page 2 of 2 BELCAMPO BUTCHERY, LLC, Yreka, CA October 2013 – October 2015 Quality Control Manager

Responsible for ensuring product quality in accordance with management-set standards as well as implementation and execution of proper procedures and policies per USDA regulations. Performed biological sampling for detection of harmful pathogens. Account controller for all CCOF (California Certified Organic Farmers) production from Butchery and Farm Kitchen. Created and implemented plans for all products certified Organic. Maintained and enforced any regulations set forth by FSIS. Perform monitoring, direct observation, record, and Pre-shipment reviews on all HACCP documentation. Created and maintained all HACCP, SOP, GMP and Food Safety plans within the facility.

■ Overseeing quality/sanitary processing of 15+ people to ensure regulatory requirements were being met. VERIZON WIRELES, Redding, CA July 2010-October 2013 Sales Representative, May 2013-October 2013

Responsible for back room processing: Filing, ordering, merchandising, vanguard, inventory, shipping & receiving. Worked confidentially with customers and accounts to ensure they were set with the proper plans and were comfortable with their devices.

■ Held above scorecard standards for metrics places for sales representatives each month Customer Service Representative/Education Specialist, July 2010 – May 2013 Delegated for manager duties: Filed expense reports, nominated Cheers for Peers & RYA’s and completed employee schedules. Responsible for assisting customers with trouble shooting phones, setting up new phones and tablets. Assisted with opening and closing duties along with providing trainings to customers on how to use their devices.

■ Top CRS team in the NCNH16 District for Wireless workshop attendance.

■ CSR team was the first to run iPhone only workshops in the district. EDUCATION & CERTIFICATION

Bachelor of Science in Agriculture, California State University, Chico 2005 HACCP (Hazard Analysis Critical Control Point) Trained, August 2014 Shipping and Receiving

FCRA (Fair Credit Reporting Act) Certified, December 2015 Proficient on Microsoft Office Suite (e.g. outlook, excel, word) and Salesforce Recognized for Blue Shield’s top volunteers for 2020 Recognized for Corporate Citizenship Participation for 2020