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Career Overview

Flexible Customer Service Representative with over 10 years of success in resolving customer concerns and inquiries. Skilled at accurately documenting call details, and organizing documentation. Well-versed in providing helpful answers and relevant information to retain clients.

Qualifications
  • Call center experience
  • Inbound and outbound calling
  • Active listening skills
  • Account management
  • Strong problem Solving Ability
  • High Customer Service Standards
  • Clear Communication Skills
  • Attentiveness
  • Attention to Detail
  • Adaptive Team Player
  • Conflict Resolution Proficiency
Work Experience
Mega Energy LLC February 2020 to Current Customer Service Representative
Sugar Land, TX
  • Answering Inbound calls daily
  • Assisting customers with their account & billing inquiries
  • Enrollments & renewals
  • Promptly responding to general inquiries from customers via mail, e-mail and fax
  • Providing accurate and appropriate information in response to customer inquiries
  • Order processing & data entry
  • Other general office duties
Anthem Inc September 2018 to February 2020 Client Service Representative
Houston, TX
  • Answer approximately 80-100 calls daily in a high volume call center
  • Assist medical providers with eligibility and authorization inquiries 
  • Assist members with submitting medical appeals
  • Assist members with their benefit inquiries
  • Assist members with finding primary care doctors & specialists
  • Assist members with scheduling doctors appointments
  • Data Entry
 
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Brilliant Energy, LLC August 2013 to August 2018 Customer Service Representative
Houston, TX
  • Answering inbound calls daily via internet phone system
  • Assisting customers with their account & billing inquiries
  • Providing accurate and appropriate information in response to customer inquiries
  • Promptly responding to general inquiries from customers via mail, e-mail and fax 
  • Enrollments & renewals
  • Order processing & data entry
  • Problem solving
  • Payment processing on a secured payment system 
  • Handling returned mail & outgoing mail
  • Other general office duties
Affordable Power & Gas July 2012 to August 2013 Customer Service Representative
Houston, TX
  • Answering inbound calls daily in a high call volume call center
    • Assisting customers with their account inquiries
    • Data & order entry
    • Payment processing on a secured payment system
    • ​Other general office duties
    LTD Financial Services, L.P. April 2012 to July 2012 Collections Representative
    Houston, TX
    • Placed outbound calls to customers daily on an auto dialing phone system attempting to collect the balance due
    • Updated customers financial status information 
    • Received and applied payments to delinquent accounts
    • Assisted customers with their account inquiries 
    • Negotiating & problem solving
      United Recovery Systems March 2009 to June 2010 Collections Representative
      Houston, TX
      • Answered inbound calls daily from approximately 100 account holders
      • Problem solving & negotiating
      • Received and applied payments to delinquent accounts 
      • Created repayment plans based on account holders financial status and repayment abilities 
      • Updated customer accounts with interactions, payments and personal information
      • Data entry
      Education and Training
      Pima Medical Institute 2011 Certificate : Dental Assisting Houston, TX
      • Registered Dental Assistant
      North Star Academy High School Diploma Houston, TX
      This resume is created in 7 minutes.
      Summary

      Experienced Customer Service Representative II with a background in leadership holding over 4 years of demonstrated knowledge/competency in servicing both internal and external customers who consistently meets and exceeds performance standards. Looking to support management in ensuring an efficient and cost effective department by planning, coordinating and supervising all administrative, operative and employee functions as Team Leader I.

      Skills
      • Six Sigma Process Improvement Methodologies
      • Strong organizational skills
      • Ability to utilize corporate production and reporting systems
      • Excellent analytical skills
      • Claims, membership and billing inquiry experience
      • Knowledge of Project Management process
      • Problem resolution
      • Coaching and mentoring
      • Performance monitoring
      • Consultation and advisory
      Experience
      Customer Service Representative (CSRII) 04/2014 to Current Blue Care Network of Michigan Southfield, MI
      • Participates with Quality Improvement Workgroup to increase overall quality scores within the department
      • Analyzed all 2018 4th Qtr quality errors to target CSR common issues and recommended improved systems which will expedite work
      • Created informational material to support servicing of commercial accounts
      • Exceeded organizational metrics and goals (459) by 80% (370) for ACHT over a 6 month period
      • Reduced wrap and documentation metrics by 18% over the same time period
      Commercial Sales Manager 04/2014 AutoZone Traverse City, MI
      • Developed, and implemented new and improved systems that increased Commercial sales by over 50%
      • Prepared presentations from statistical reports to present to both internal and external personnel
      • Trained, coached and coordinated 5 drivers to enhance overall efficiency of the Commercial Program
      • Analyzed both routine and non-routine reports for implementation of improved production workflows
      • Represented Commercial Sales division in work group meetings and at annual conference
      • Maintained effective working relationships and high customer service levels with various auto repair shop owners adding multiple new accounts withing my first 3 months
      • Supervised 11-15 store employees as 2nd in command to Store Manager
      Education and Training
      Six Sigma Black Belt: PROCESS IMPROVEMENT Lawrence Technological University Southfield, MI, United States
      Bachelor of Arts: PSYCHOLOGY Albion College Albion, MI, United States
      High School Diploma: JUNIOR RESERVE OFFICERS' TRAINING CORPS Charles C. Rogers Military Academy Detroit, Mi

      Cadet lieutenant colonel (C/LTC)
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      Profiles
      • https://www.linkedin.com/in/debragcarnahan
      • https://www.nexxt/p/debragcarnahan
      Summary

      Technical Customer Support Specialist with the capacity to quickly learn and synthesize new media, broadcasting, and cable communications technologies. Detail-oriented problem solver with extensive experience in telecommunications and customer service, as exemplified by 32 Customer Compliment and Wow Call Awards. Troubleshoots highly technical issues with patience, skill and a determination to resolve customer issues.

      Qualifications
      • Skilled in call center operations
      • Customer interface expertise
      • Talented client relations manager
      • Creative and determined troubleshooter
      • Customer service expert
      • Exceptional problem solving aptitude
      • Strong verbal de-escalation skills
      Experience
      06/2019 to Current
      Technical Customer Support Representative Computer Generated Solutions － Norcross, GA
      • Provide inbound telephone support for Sprint customers by basic and advanced troubleshooting, investigating and resolving customer questions and problems with Sprint's products and services with an objective of one call resolution.  
      • Provide empathetic, courteous, quality customer service in an accurate and timely manner in accordance with Sprint protocols as well as maintaining a positive, problem-solving approach in the spirit of cooperation in the team environment.  
      08/2015 to 08/2016
      Technical Customer Support Specialist 3 Comcast Cable Communications － Alpharetta, Georgia
      • Achieved Silver Level Designation for call quality scores of 100% as determined by independent monitoring company.
      • Assisted Comcast Field Technicians with provisioning modems for voice service and activated voice using proprietary software.
      • Helped technicians with complex provisioning and troubleshooting issues with modems for high-speed internet and WiFi service.
      • Improved customer interface experience by simplifying login process.
       
       
       
       
       
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      12/2014 to 08/2015
      Technical Customer Support Specialist 2 (Field Liaison) Comcast Cable Communications － Norcross and Alpharetta, Georgia
      • Assisted Field Technicians with installations and changes of service according to customers' needs by changing and correcting rate codes for video, voice and high-speed internet service and equipment.
      • Provisioned cable boxes and modems to activate the equipment.
      • Adjusted technicians' work assignments to promote efficient workflow and scheduled customer trouble calls and surface wire bores using proprietary software.
      04/2014 to 09/2014
      Customer Service Representative II Randstad USA on assignment at Delta Dental Insurance Company － Alpharetta, Georgia
      • Assisted Delta Dental members with customer service issues such as enrollment, explanations of claim status and coverage, payment processing, and forwarding customer identification documents.
      • Utilized critical thinking skills to serve as liaison between customer and claims department for reprocessing of disputed claims.
      11/2010 to 04/2014
      Customer Care and Assumption of Liability Representative Alorica － Kennesaw, Georgia
      • Received 17 Customer Kudos Awards for exceptional customer service and Perfect Attendance Award.
      • Assisted Verizon Wireless customers with explanations of bills and recommendations for service plans.
      • Activated phones and recommended upgraded devices.
      • Provided tier one technical support through creative troubleshooting.
      • Assisted customers with assuming liability of another wireless account by merging multiple accounts.
      09/2008 to 07/2010
      Intake Specialist Sertec Corporation － Atlanta, Georgia
      • Received Recognition Award in appreciation for valuable contributions and efforts toward excellence in customer service.
      • Electronically filed auto, home, liability, disability, and absence reports for insurance customers in claims reporting center using Unix-based software.
       
       
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      07/2004 to 10/2007
      Account Manager ER Solutions － Atlanta, Georgia
      • Earned highest quality score ranking of all Duke Energy Account Managers, with consistent scores of 100% on call evaluations.
      • Designated Retention Award Achiever with subsequent incentive bonus for dedication, commitment to excellence, and service.
      • Received 32 Customer Compliment and Wow Call Award bonuses in recognition and appreciation of outstanding customer service in building customer loyalty.
      • Assisted customers with credit and customer service issues such as bill explanations and high bill analysis, outages and estimated restore times, credit arrangements and due date extensions, and restoration of service for delinquent customers.
      • Defused contentious calls while maintaining dignity of customer.
      Education
      Associate of Applied Science: Medical Laboratory Technology Georgia Piedmont Technical College － Clarkston, Georgia
      • Dean's List
      • Activities: Mu Lambda Tau Medical Laboratory Technology Society, American Society of Clinical Pathologists, American Society for Clinical Laboratory Science
      Nondegree Program in General Education - Prerequisite to MLT Program: Chemistry and Anatomy & Physiology Chattahoochee Technical College － Marietta, Georgia
      • GPA in Chemistry and Anatomy & Physiology: 4.0
      • Continuing Education (2004): Certified Phlebotomy Technician
      • Activities: National Health Career Association
      Bachelor of Arts and Fine Arts in Progress: Anthropology and Fine Art Georgia State University － Atlanta, Georgia
      • Activities: Blue Key Honor Society, Pi Gamma Mu International Honor Society in Social Sciences
       
       
       
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      Professional Summary


      Retail sales professional versed in product placement and merchandising. Extensive experience in inventory management and shipment processing.
      Skills
      • Retail sales​
      • Trusted key holder
      • Exceptional communication skills
      • Floor set design expertise
      Work History
      04/2013 to 01/2017
      Team Lead JoAnn's Fabrics – Westbury, NY
      • Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
      • Worked with the management team to implement the proper division of responsibilities.
      • Communicated clear expectations and goals to each team member.
      09/2010 to 04/2013
      Customer Care Representative Raymour & Flanigan – Farmingdale, NY
      • Identified chronic customer issues by creating and maintaining customer complaint log.
      • Addressed and resolved customer product complaints empathetically and professionally.
      • Gathered and verified all required customer information for tracking purposes.
      • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
      04/2006 to 09/2010
      Cashier IKEA – Hicksville, NY
      • Encouraged development of new cashiers with positive reinforcement.
      • Oversaw team of seven cashiers and service staff.
      Education
      2016
      Associate of Science: Business Management
       Nassau Community College - Garden City, NY

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