Customer Service Care Specialist

Tanya Carpenter

*********@*****.***

Summary:

I have over a decade of exceptional customer service experience that includes healthcare, manufacturing, financial and medication industries. My proficiency includes diverse communications, as well as call center experience, Microsoft Team, Sales Force, and attention to detail to resolve difficult issues associated with customer or clients. I’m currently advancing my studies in Applied Business Management. My previous positions include Managed Care Specialist, (agency) with the State of Tenn., Customer Relations Rep. at Caterpillar Inc., Team-Lead/ Customer Service Rep with Navient, Consumer Coordinator with Citizens Bank, a Financial Returns Coordinator at Cardinal Health which focused on medication management. I’m also proficient in Microsoft Outlook, video conferencing using Webex, Teams and Zoom.

Skills:

MS Office, Excel, Word, Outlook, Microsoft Teams, Google Meet, Star Station, Soft Phone, Virent, Bizcentral (online banking system), Systematics, Net View, and Mainframe Education:

High School Diploma: Henry Count High School, Paris TN: 05/1988-05/1992.

Applied Business Management: Grand Canyon University May 2022- Present (no degree, in progress)

Science and Nursing: Bethel University: Feb. 2004- Dec. 2007 Professional Experience:

Aetna (Hybrid) 10/2024-1/2025

Contracts Specialist (Agency)

Process agent onboarding contracts.

Responsible for verifying insurance licenses and adding appointments

Assist agents and other parties to ensure records are complete and validated

Work with other departments to influence and promote change for the deliverance of promoting quality service for internal and external customers

State of Tennessee. Nashville TN. (Remote) 05/2024- 10/2024 Managed Care Specialist (Agency)

Support attorneys in the review of grants, contracts, amendments, and other procuring documents.

Assists with the review of records for production in response to public records requests, data requests, and media inquiries.

Organize and streamline the process for responding to public records requests, data requests, and media requests by using an automated case management system.

Provide legal support to other programs within the Department, to include guidance on compliance with public health laws and regulations.

Work cooperatively with department programs, administrative staff, and other state agencies.

Complete special projects assigned by upper management. Caterpillar Inc. Nashville TN. (Hybrid) 02/2023- 04/2024 Customer Relations Rep. (Agency)

Served customers by providing product and service information and resolving product and service issues.

Attracts potential customers by answering product and service questions and suggesting information about available products and services.

Adding and updating customer accounts in Sales Force system.

Maintained customer records by updating account information and resolving cases.

Resolved product or service problems by clarifying and customer’s complaints, determining the cause of the issues, explained the best solution to resolve the issue, expediting correction or adjustment, and following up to ensure that a resolution was met.

Maintains financial accounts by processing customer adjustments.

Recommended potential products or services to management by collecting customer information and analyzing customer needs.

Contributed to team efforts by accomplishing related as need. Citizens Bank, Brentwood TN. (Remote) 11/2017-09/2023 Consumer Coordinator

Ensured accurate billing information of customers by providing account information regarding personal loans, HELOC’S (home equity lines of credit), IRA’s, CD’s, money wealth accounts, money market accounts, and interest baring accounts.

Submitted proper documentation for wire transfers, transaction disputes, ensured customer compensation of interest rates, per diems, the terms of each account and its terms.

Submitted request on behalf of the customers for lien releases of vehicles, heavy operations equipment, and home equity lines of credit.

Nissan, Smyrna TN. 06/2014-11/2017

Accounting Coordinator

Working with other members of the accounting department to compile, analyze, and report financial data.

Recorded journal and ledger entries

Prepared weekly, monthly, and yearly financial reports and budgets.

Assisted with tax preparation, audits, and identifying and resolving discrepancies.

Acted as a point of contact between internal departments and accounting, serving as a liaison between

accounting and external parties, including clients, suppliers, and lenders.

Ensured that company bills are paid, and debts are collected.

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