Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
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Cara McCrae

Cara McCrae

Customer Service
Charlotte,NC

Summary

Personable and dedicated customer service representative with extensive experience in the industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Service Advocate

Teleperformance/Humana
10.2024 - 12.2024
  • Handled incoming calls from members during the 2025 open enrollment season, ensuring efficient and accurate communication to enhance member satisfaction
  • Assisted members with benefit inquiries, processed payments, and managed referral needs, contributing to a seamless enrollment experience and improved member satisfaction

Customer Service Advocate

iQor
Charlotte
04.2024 - 10.2024
  • Verified electric bills for a new energy company in Rhode Island, ensuring customer satisfaction and accuracy in billing information
  • Resolved customer issues with online accounts and processed payments, enhancing customer satisfaction and streamlining service efficiency
  • Maintained efficient average handling time (AHT) and received positive feedback through customer surveys, demonstrating strong customer service skills

Patient Connection Specialist

Atrium Health
Waxhaw
10.2022 - 03.2024
  • Handled incoming patient calls, assisted with prescription refills, addressed inquiries, and scheduled appointments, contributing to improved patient satisfaction
  • Assisted with reading test results and documented all pertinent call information, ensuring compliance with HIPAA guidelines and contributing to low average handling time (AHT) and high survey scores
  • Operated EPIC systems efficiently to manage patient information and streamline appointment scheduling

Customer Service Representative/Billing

CHARTER/SPECTRUM
Charlotte
10.2021 - 01.2022
  • Received incoming calls from customers in reference to billing questions for their current service or changing their monthly subscription, explained the bill and their current balance, maintained low AHT scores and received more than the required daily amount, kept a clean work environment!

Lead Tax Preparer

Jackson Hewitt Tax Svc
Kannapolis, NC
10.2013 - 03.2020
  • Prepared tax returns, extensions, tax planning calculations, and write-ups for organizations and entities.
  • Maintained complete records of client tax returns and supporting documentation in secured areas.
  • Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
  • Completed and filed returns with tax departments at local, state, and federal levels.
  • Analyzed financial records to verify accuracy of tax returns.
  • Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation.
  • Researched complex tax issues utilizing online resources and professional tax software.
  • Collaborated with clients to answer questions and provide advice on tax matters.

Admissions Manager

Kannapolis Recreation Park
Kannapolis
05.2016 - 09.2019
  • Assisted guests into the park, shared rules at admittance, operated cash register, registered new members.
  • Responsible for making all daily deposits, assisted with park cleanliness and making sure all guests were having fun while doing it safely.
  • Kept all cooked food fresh at accurate hold times and correct temperatures while maintaining all serve safe rules and regulations.

Truck Assembler

Daimler Trucking of North America
Cleveland
10.2018 - 02.2019
  • Stared on the line at Final Chassis, Breaks and Blocks
  • Installed brake hoses to the A-frame of the truck on the Final Chassis line.
  • Carried 75 lbs. crates approximately 75 ft. 60 times a night, and attached zip ties to secure hoses, ensuring efficient assembly
  • Adapted quickly to different tasks along the assembly line, demonstrating strong learning ability and maintaining pace with production demands

Environmental Specialist

Kannapolis City Schools
Kannapolis
08.2016 - 06.2018
  • Ensured cleanliness and sanitation across various school areas by operating equipment and machines with appropriate chemicals and procedures, which contributed to a healthier and safer environment for students and staff
  • Transitioned from a substitute to a full-time position, demonstrating reliability and effectiveness in maintaining school cleanliness and supporting staff

Education

BACHELOR OF SCIENCE - MEDICAL OFFICE ADMINISTRATION

UNIVERSITY OF PHOENIX
Tuscan, Arizona
08.2016

Skills

  • Communication skills
  • Microsoft Office
  • Data entry
  • Customer service
  • Organizational skills
  • Phone etiquette
  • Benefit inquiries
  • Issue resolution
  • Customer relationship management
  • Attention to detail
  • Relationship building
  • Active listening
  • Microsoft Office Suite

Certification

Driver's License

Personal Information

  • Willing To Relocate: Anywhere
  • Authorized To Work: US for any employer

Timeline

Customer Service Advocate

Teleperformance/Humana
10.2024 - 12.2024

Customer Service Advocate

iQor
04.2024 - 10.2024

Patient Connection Specialist

Atrium Health
10.2022 - 03.2024

Customer Service Representative/Billing

CHARTER/SPECTRUM
10.2021 - 01.2022

Truck Assembler

Daimler Trucking of North America
10.2018 - 02.2019

Environmental Specialist

Kannapolis City Schools
08.2016 - 06.2018

Admissions Manager

Kannapolis Recreation Park
05.2016 - 09.2019

Lead Tax Preparer

Jackson Hewitt Tax Svc
10.2013 - 03.2020

BACHELOR OF SCIENCE - MEDICAL OFFICE ADMINISTRATION

UNIVERSITY OF PHOENIX

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