Customer Service/Administrative Support
Resume:
CARRIE L. WHITE
Lewisburg, TN
*.*.*********@*****.***
PROFESSIONAL SUMMARY
Customer Service Representative with 30 years’ experience with direct customer support roles. Among those roles were 6 years in healthcare scheduling successfully managing 250+ RNS/CNA’s daily schedules, 2 years in medical management assisting & documenting 80+ customers/day with denial decisions and appeals, 1 year retail management implementing sales procedures to increase profits by 20%, as well as 1 year with answering service as a telephone operator taking/delivering upwards of 50+ messages per 4-hour shift. 8 years of office coordinating allowed me to learn skills such as phone etiquette, collections, payroll, typing 40 WPM, filing, and use of general office equipment. Multiple years of training/experience have allowed for acute people skills and increased knowledge of software such as Microsoft Office programs, Salesforce, and QuickBooks as well as Windows-based operating systems.
SKILLS
Customer Support
Administrative Support
Multi-line Telephone Systems
Microsoft Office Software
CRM Software
Technical Support
Confidential Client Data
Agenda and Meeting Scheduling
Product Promotion and Sales
Supervisory/Management
WORK EXPERIENCE
Aug 2022-Nov 2022 Remote Customer Service Specialist
Faneuil, Inc. – Lewisburg, TN /Martinsville, VA
Assisted customers with credit/billing account inquiries
Set up payment arrangements between customer & Company in order to keep power on and still sufficiently pay down part due balances
Assisted customers with payment options
Walked through reconnection process with customer ensuring that reconnection is properly completed with adequate payment made
Jan 2020-Apr 2022 Deck Supervisor/Front Desk Customer Service Representative
Goldfish Swim School - Franklin, TN
Supervised team of 18 employees, promoting a positive work environment through effective communication, active engagement and direct assistance assuring adherence to company curriculum & policy.
Maintained safety of up to 65 persons on pool deck, with aid of 4-person Lifeguard team, by monitoring instructor engagement and class control.
Coordinated up to 15 staff members appropriately to ensure all federal, state & local regulations and company safety protocols were satisfied.
Improved customer satisfaction scores 15% with increased student participation and involving parents in student progress procedures.
Promoted within 12 months due to enthusiasm towards extra responsibility, excellent performance and impeccable attendance.
Planned and facilitated children’s birthday parties including after swim refreshments for up to 25 children with 100% customer satisfaction rating.
Jun 2019-Sept 2019 Technical Support Call Center Representative
IBEX Global - Spring Hill, TN
Translated upwards of 25 different complex technical issues into digestible language for non-technical users.
Researched, diagnosed and resolved diverse range of technical issues across smartphone applications and operating systems for 50+ customer calls per day.
Collaborated with internal team on ways to deliver information increasing customer satisfaction rating by 10 points.
Learned and demonstrated competency in 2 separate operating systems resulting in faster customer interactions as well as increased odds of one-call resolutions.
Dec 2018-April 2019 Customer Service Team Member
Arby’s Restaurant - Lewisburg, TN
Created and implemented new greetings and service style resulting in increased customer satisfaction by 20%.
Influenced the customer experience by supplying correct and prompt service to over 100 people per shift.
Enhanced productivity levels by 10% by anticipating coworkers’ needs and delivering outstanding support.
Collaborated with a team of 4 committed to increasing knowledge and promotion of store services & products along with strict adherence to store polices.
Aug 2017-Oct 2018 Customer Service Sales Associate
Rock Market LLC. - Lewisburg TN
Assisted over 100 customers with speed and accuracy to exceed customer satisfaction goals.
Collaborated with teammates to work promptly and efficiently allowing for increased sales of 25% nightly.
Resolved customer concerns with actively listening and creative ingenuity.
Executed 100% of nightly requirements while working within strict timeline and adherence w/ deadlines.
Jan 2012-March 2013 Customer Service Team Member
McDonald’s Restaurant - Murfreesboro TN
Documented and processed payment of upwards of 75 customer orders per shift with accuracy and efficiency.
Managed cash drawer with 0% overage/loss by paying close attention to details and recounting change back to customers.
Developed rapport and recorded suggestions for improving products and services from customer feedback.
Resolved or escalated as needed 100% of all complaints by engaging with the customers, clarifying customer’s issue, finding the reason and diligently working with to solve, with management if necessary.
May 2008-Dec 2008 Veterinary Technical Assistant
Banfield Pet Hospital - Brentwood, TN
Monitored and recorded vital signs and equipment during surgeries and informed veterinarian if oxygen saturation reached less than 96% or equipment malfunctioned.
Performed dental cleanings with minimal supervision as well as assisted with spays, neuters, and orthopedic surgeries.
Collaborated with veterinarians and front desk staff on ways to increase quality care, advocate for animals as well educate owners.
Coordinated and performed basic care between staff and patient for up to 4 animals as well as discussing care plan, recovery plan and medication directions with owners.
EDUCATION
Aug 2007-Dec 2008 Associates of Applied Science
High Tech Institute - Nashville, TN
Focus on Limited Scope X-Ray Technology
Did not graduate
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