Carissa Cummings
Lakeland
Summary
Adaptable professional recognized for problem-solving abilities and attention to detail. Experienced in optimizing workflows and managing high-stress situations while ensuring compliance and customer satisfaction. Prepared to leverage expertise in a dynamic team setting.
Overview
14
14
years of professional experience
Work History
Stay at Home Parent
Myself
Lakeland, FL
09.2024 - Current
- Managed daily routines and schedules to ensure smooth household operations.
- Developed and implemented educational activities to foster children's learning and development.
- Coordinated playdates and social interactions to enhance children's social skills.
- Took care of all medical and physical needs of my mentally disabled child
- Managed finances and assured all bills were paid in a timely manner
- Established effective communication with family members regarding children's needs and activities.
IHD Claims Representative
Southeast Independent Delivery Services
Lakeland, FL
09.2020 - 09.2024
- Processed claims by evaluating documentation and ensuring compliance with company policies.
- Coordinated with clients to gather necessary information for claim resolution.
- Resolved disputes by negotiating settlements and communicating effectively with stakeholders.
- Mentored junior staff on claims processing procedures and best practices.
- Implemented improvements in claim handling processes to enhance efficiency and accuracy.
- Led training sessions for new hires, focusing on systems and tools used in claims management.
- Developed reports on claims status, providing insights for strategic decision-making within the department.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
- Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
- Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.
- Negotiated favorable settlements with claimants, resulting in cost savings for the company.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
- Reduced turnaround time for claim settlements by prioritizing tasks and managing deadlines effectively.
- Collaborated with internal departments and external vendors to resolve claims.
- Served as a subject matter expert on specialized claims, providing guidance and support to other team members when needed.
- Trained new Claims Representatives on company policies, procedures, and software systems, improving overall team productivity.
- Developed in-depth understanding of insurance policies and procedures.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Conducted detailed investigations into suspicious claims, reducing instances of fraud.
- Collaborated with legal teams to defend against unjustified claims, protecting company assets.
- Maintained up-to-date knowledge of regulatory changes, ensuring company compliance and minimizing legal risks.
- Negotiated settlements with claimants, achieving favorable outcomes for both parties.
- Streamlined data entry processes, improving efficiency in claim file management.
- Reduced claim resolution times with thorough documentation and timely follow-up.
- Investigated and resolved complex claims, ensuring adherence to policy guidelines and regulatory compliance.
- Verified client information by analyzing existing evidence on file.
- Generated, posted and attached information to claim files.
- Checked documentation for accuracy and validity on updated systems.
- Excellent at keeping detailed record into system in case any issue may arise in my absence or otherwise.
Dispatcher/Assistant Manager
AMPM Door Service
07.2018 - 09.2020
- Coordinated service calls to ensure timely response and efficient resource allocation.
- Monitored dispatching operations to optimize workflow and enhance customer satisfaction.
- Managed communication between technicians and clients, resolving issues promptly and effectively.
- Implemented scheduling software to streamline dispatch processes and improve operational efficiency.
- Trained new staff on dispatch protocols, enhancing team performance and service delivery standards.
- Analyzed service call data to identify trends, leading to improved response strategies and reduced wait times.
- Managed part costs and shipping with vendors
- Kept detailed records and files for easy access
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Generated reports to track deliveries and maintain proper records and documentation.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Analyzed customer feedback and provided solutions to improve customer service.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Maintained high levels of confidentiality and discretion with sensitive information.
- Negotiated with vendors for better rates on communication equipment, improving budget efficiency.
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Scheduled and organized delivery routes.
- Assisted in resolving customer complaints and grievances.
- Managed customer accounts and invoicing.
- Received new orders, prepared documentation, and assigned personnel.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Processed payments and filed receipts.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Created and provided customers with detailed breakdowns of part cost and labor
- Oversaw daily operations to maintain store cleanliness and organization.
- Developed marketing strategies to attract new customers, increasing foot traffic.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed technicians daily schedules and communication with customers
- Assisted with calculating employees hours and pay to submit for payroll
Cashier
Sunoco Gas Station
Lakeland, FL
10.2016 - 06.2018
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer and balanced registers at end of shifts.
- Provided exceptional customer service by resolving inquiries and concerns promptly.
- Assisted in training new cashiers on operational procedures and technology use.
- Managed inventory levels, restocking shelves to ensure product availability for customers.
- Implemented improvements in checkout workflow, reducing customer wait times significantly.
- Monitored compliance with safety protocols to maintain a secure working environment.
- Developed relationships with regular customers, enhancing loyalty and repeat business.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Improved store atmosphere with thorough and prompt cleaning of checkout area.
- Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
- Handled cash with high accuracy and took care to check bills for fraud.
- Processed refunds and exchanges in accordance with company policy.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
Housekeeper
Myself
Lakeland, FL
05.2013 - 07.2016
- Maintained high standards of cleanliness and organization in residential spaces.
- Developed efficient cleaning schedules to optimize time management and productivity.
- Implemented eco-friendly cleaning solutions to enhance sustainability efforts.
- Provided exceptional customer service, addressing client inquiries and concerns promptly.
- Disinfected and mopped bathrooms to keep homes sanitary and clean.
- Cleaned and stocked bedrooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Maintained my own schedule and kept in communication with all customers
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Dusted picture frames and wall hangings with cloth.
- Adhered to professional house cleaning checklist.
- Provided detailed cleaning services for customers, leading to repeated booking requests from satisfied clients.
- Changed bed linens and collected soiled linens for cleaning.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
- Eliminated germs and minimized infection risk with expert bathroom and kitchen cleanings.
- Swept high ceilings, tight spaces and around furniture to remove built up dust and cobwebs.
- Washed and put away kitchen dishes, utensils and glassware.
- Scrubbed floors with special cleaners and equipment to achieve deep clean.
- Collected trash and moved garbage cans from kitchen areas to pick-up stations.
- Provided deep cleaning services such as windows, baseboards and ceilings
- Provided customers with complimentary tidy up in cluttered areas
- Provided clean out services for homes up for sale, moving or evictions
- Provided services for cleaning out and organizing garages, sheds and closets
- Performed extra services for the elderly or disabled at no charge
- Developed healthy and respectful relationships with my customers that allowed for the best word of mouth refrences
Server
Waffle House
Lakeland, FL
06.2012 - 02.2013
- Delivered exceptional customer service in a fast-paced environment, ensuring guest satisfaction and repeat business.
- Managed multiple tables efficiently, prioritizing orders and maintaining accurate delivery times.
- Trained new staff on operational procedures, enhancing team performance and service quality.
- Collaborated with kitchen staff to streamline order preparation, improving overall workflow efficiency.
- Handled cash transactions accurately while balancing daily sales reports for financial accountability.
- Resolved customer complaints promptly, demonstrating strong problem-solving skills and commitment to service excellence.
- Implemented suggestions for menu improvements based on guest feedback, contributing to enhanced dining experience.
- Maintained cleanliness and organization of dining area, adhering to health and safety regulations consistently.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with regular customers.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Contributed to inventory management by monitoring stock levels.
- Streamlined order-taking process to minimize wait times for diners.
- Utilized knowledge of menu to make recommendations, enhancing customer dining experience.
- Kept up with fast-paced environments, ensuring timely delivery of orders during peak hours.
- Processed orders and sent to kitchen employees for preparation.
- Inspected dishes and utensils for cleanliness.
Education
High School Diploma -
Wallace Elementary
Sterling03-2008
Skills
- Trauma-informed care
- Friendly and respectful
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Caring and responsible
- Cleaning and sanitizing
- Punctual and reliable
- Multitasking
- Excellent communication
- Organizational skills
- Team collaboration
- Creative thinking
- Active listening
- Child supervision
- Decision-making
- Child safety
- Planning and leading activities
- Special needs care
- Social and emotional development
- Crisis management
Timeline
Stay at Home Parent
Myself
09.2024 - Current
IHD Claims Representative
Southeast Independent Delivery Services
09.2020 - 09.2024
Dispatcher/Assistant Manager
AMPM Door Service
07.2018 - 09.2020
Cashier
Sunoco Gas Station
10.2016 - 06.2018
Housekeeper
Myself
05.2013 - 07.2016
Server
Waffle House
06.2012 - 02.2013
High School Diploma -
Wallace Elementary