Call Center Customer Service
Resume:
Kimberly Carvin
Durham, NC *****
********@*****.***
To obtain employment in a field that will allow me to maximize my skills and potential. Authorized to work in the US for any employer
Work Experience
Call Center Agent (remote)
IEM-Morrisville, NC
January 2021 to October 2023
Answer incoming calls. Assist with registration for Homeowners Assistance Program which included data entry. Responsible for troubleshooting application issues and sending escalations and IT ticket requests. Sometimes made outbound calls to assist applicants or as part of a special project. Often used programs such as SharePoint and Microsoft Office, Smartsheet, and Excel to locate or track information. Also responsible for scheduling Case Manager appointments for applicants via Daysmart. Call Center Representative/Team Lead Tier 2(Remote) Maximus/NCUI
April 2020 to December 2021
Responsible for assisting claimants with filing unemployment claims and weekly certifications also responsible for troubleshooting and finding problems with claimants receiving payment also as a team lead responsible for monitoring team adherence as well as assisting team members with any questions concerning claim issues.
Call Center Representative
Integral Resources, Inc-Durham, NC
October 2019 to January 2020
Answer calls on autodialer
Paid solicitor and fundraiser for different campaigns Customer service/Call Center Rep
LabCorp-Durham, NC
September 2017 to December 2018
Answered a minimum of 75 calls
Assisted donors in finding testing sites
Helped employers receive results
Sent supplies to testing sites
Housekeeper/Laundry
Hampton Inn and Hampton Inn & Suites-Durham, NC
May 2015 to August 2017
Clean and attend rooms changed all linen
Washed, sorted, and stocked laundry room with clean linen Provide customer service to guests
Core Bindery Employee
SOS Staffing-Durham, NC
August 2012 to April 2014
Picking and packing in a fast paced environment
Quality inspection on items before packaging
responsible for training new hires on folder gluer Customer Service
NCCU Ticket Office-Durham, NC
August 2005 to August 2012
for patrons attending university events
* Assist patrons with purchasing tickets and seating
* Help to ensure safety and security of patrons entering venue Teacher Assistant /Tutor
Durham Public Schools-Durham, NC
April 2005 to August 2009
* Assist with small group instruction in reading and math
* Responsible for recording student grades and information
* Assist teacher with classroom lessons
Sportswear Associate
Burlington Coat Factory-Durham, NC
March 2004 to March 2005
* Tag and hang merchandise
* Assist customers with finding items
* Monitor and clean fitting rooms
Reception Area Associate
Alpha Therapeutic Plasma Center-Durham, NC
May 2001 to October 2003
* Responsible for answering phones, and helping donors with donation times
* Responsible for filing donor charts, and making sure physicals and blood work is up to date
* Perform new donor screenings, and collect urine and blood samples
* Responsible for checking donor vital signs, and hematocrit before donation
* Also responsible for helping on the donor floor when needed, and printing donor checks
* Education
Education
Associate's degree in Health Information Management Bryan University - Tempe, AZ
April 2020 to December 2021
High school diploma in Academic NC Scholar
Southern High School - Durham, NC
July 1990 to June 1994
Skills
• Quality Inspection
• Tutoring
• Laundry
• Fundraising
• Quality Control
• Cold Calling
• Customer service
• Microsoft Office
• English
• Vital Signs
• CPT coding
• Phone etiquette
• ICD-10
• Medical Records
• Medical Coding
• Medical Billing
• ICD Coding
• Medical Terminology
• Anatomy Knowledge
• Documentation review
• Communication skills
• Data entry
• Administrative experience
• Microsoft Word
• Microsoft Outlook
• Microsoft Excel
• Computer skills
• Organizational skills
• EHR systems
• HIPAA
• ICD-9
• Smartsheet
• EMR Systems
• Microsoft SharePoint
• Physiology Knowledge
• Phone etiquette
• EMR systems
• Medical terminology
• Medical administrative support
• Computer skills
• Customer service
• Communication skills
• Smartsheet
• SharePoint
• Medical records
• Physiology knowledge
• Anatomy knowledge
• Windows
• Microsoft Excel
• Microsoft Outlook
• Administrative experience
• Data entry
• Word processing
• Organizational skills
• Typing
• Filing
• Front desk
• Medical office experience
• HIPAA
• Geriatrics
• Customer relationship management
• Appointment scheduling
• Schedule management
• English
Certifications and Licenses
Medical Billing and Coding
March 2021 to Present
Completed the Medical Billing and Coding at Bryan University Certified Phlebotomy Technician
Assessments
Work style: Reliability — Proficient
March 2024
Tendency to be reliable, dependable, and accountable at work Full results: Proficient
Administrative assistant/receptionist — Proficient July 2021
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Scheduling — Proficient
November 2023
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Proficient
Cleaner fit — Proficient
March 2024
Measures the traits that are important for successful cleaners Full results: Proficient
Cleaning skills — Proficient
March 2024
Knowledge of cleaning techniques and processes
Full results: Proficient
Protecting patient privacy — Proficient
August 2023
Understanding privacy rules and regulations associated with patient records Full results: Proficient
Filing & organization — Proficient
March 2024
Arranging and managing information or materials using a set of rules Full results: Proficient
Medical receptionist skills — Proficient
November 2023
Managing physician schedules and maintaining accurate patient records Full results: Proficient
Customer service — Proficient
June 2023
Identifying and resolving common customer issues
Full results: Proficient
Attention to detail — Proficient
June 2023
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Customer focus & orientation — Proficient
October 2021
Responding to customer situations with sensitivity Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient October 2021
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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