Summary

Overview

Work History

Education

Skills

Affiliations

Timeline

Carl E. Cyprian

Tempe,AZ

Summary

Highly organized, efficient, and engaged leader with strong background coordinating business operations with internal and external stakeholders. Effective in serving as middle person in streamlining processes, resolving issues, and improving communications. Staff development to meet or exceed performance goals, cost containment and attendance.

Overview

years of professional experience

Work History

Patient Access Representative

Optum

05.2024 - Current

Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
Stayed calm under pressure to and successfully dealt with difficult situations.
Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.

Customer Care Representative

CarMax

05.2023 - 05.2024

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Managed high call volume with exceptional professionalism and efficiency.
Responded to customer needs through competent customer service and prompt problem-solving.
Assisted call-in customers with questions and orders.

Client Service Coordinator

Insperity

05.2022 - 04.2023

Maintained detailed records of client interactions, enabling better tracking of account history and facilitating continuity among team members handling the same accounts.
Acted as an advocate for both the company''s interests as well as those of clients, ensuring that all parties'' needs were met in a mutually beneficial manner.
Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet deadlines without compromising quality.
Enhanced client satisfaction by promptly addressing inquiries and resolving issues efficiently.

Supervisor Market Live Operations

DoorDash

04.2021 - 05.2022

Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

Sales Supervisor

Club Med

05.2016 - 04.2021

Mentor, coach, and develop agents handling inbound and outbound customer/client calls.
Reviews and documents inbound/outbound calls of team and provides them with immediate one on one feedback.
Increased customer satisfaction by addressing and resolving client concerns efficiently.
Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.

Quality Analyst

McKesson Specialty & Health

01.2015 - 01.2016

Monitor and analyzes the quality of inbound and/or outbound telephone calls, mail processing and associated system documentation.
Provides continuous review and enhancement of established customer service quality standards.
Recommends modifications where appropriate.
Documents adherence to required customer service quality standards and assigns component and overall performance scores.
Identifies key, recurring issues across the department.
Results are compiled in monthly reports for each supervisor.
Provides ongoing feedback to executives regarding identified performance and/or inefficiency issues, training opportunities, and recommended system and process modifications .

Call Center Supervisor

Service Net

03.2007 - 02.2011

Manage project execution to ensure adherence to budget, schedule, and scope.
Establish, and execute a project communication plan to all peers, other departments, and executive management.
Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Monitored calls and gave effective and constructive feedback to individual employees.

Project Lead - HSA

Humana Corporate Headquarters

01.2005 - 02.2006

Supervised, coached, mentored, and developed customer care specialist and claims adjudicators.
Lead call quality calibrations consisting of: Business Analyst, clams adjusters, operation managers.
Discussed, analyzed, and resolved complex project opportunities with hourly staff, peers, and upper management.