Hi, I’m
Carli McCarthy
Oceanside,CA
Summary
Detail-oriented and empathetic professional with over 8 years of experience in healthcare administration, customer service, and human resources support. Adept at managing sensitive employee data, processing benefits and payroll, and ensuring compliance with HIPAA and organizational policies. Proven ability to build strong client relationships, defuse tense situations, and streamline administrative processes in high-pressure environments. Seeking to leverage skills and experience in a dynamic healthcare or HR setting.
Overview
11
years of professional experience
1
Certification
Work History
Willis Towers Watson
Healthcare & Pension Specialist
08.2022 - Current
Job overview
- Maintain and update health records for over 1,000,000 employees, ensuring accuracy and HIPAA compliance.
- Support large clients including Amazon, FedEx, Ingram, Unum, and PG&E by resolving benefits and pension inquiries.
- Process payroll and benefits data, aligning with HR and financial best practices.
- Respond to high call volumes, delivering accurate information and empathetic support.
- Create educational materials and policy documentation for providers and clients.
Progress Residential
Customer Care Professional
08.2021 - 08.2022
Job overview
- Managed incoming inquiries and claims with professionalism and speed, leading to high employee satisfaction and referrals.
- Documented communications and tracked issue resolution in CRM systems.
- Collaborated with management on initiatives to improve service delivery and employee experience.
- Updated and maintained accurate employee account and contact information.
The UPS Store
Postal Service Clerk / Manager
08.2014 - 01.2017
Job overview
- Delivered exceptional customer service while managing front-desk operations and mail services.
- Ensured timely and accurate sorting, casing, and distribution of mail and packages.
- Educated customers on postal regulations, delivery options, and service times.
- Maintained a perfect attendance record and led by example in punctuality and reliability.
Education
Northern Arizona UniversityFlagstaff, AZ
Bachelor of Business Administration from Human Resources
01.2026
University Overview
Expected 2026
Mira Costa Community CollegeOceanside, CA
Associate of Arts from Medical Administration
01.2018
Morenci High SchoolMorenci, AZ
High School Diploma
01.2012
Skills
- Microsoft Office Suite
- Knowledgebase
- EEpoints
- Benefit Connect
- Benefits & Pension Administration
- Payroll Processing
- HRIS Systems
- HIPAA Compliance
- Records Management
- Policy Development
- Process Improvement
- Claims Resolution
- Active Listening
- Conflict De-escalation
- Customer Service Excellence
- Communication
- Organized
- Deadline-Oriented
- Attentive to Detail
- Efficient Multitasker
- Investment strategies
- Policy interpretation
- Retirement planning
- Microsoft office
Certification
- Customer Service Excellence Training
- Call Center Operations Training
- HIPAA Compliance (Working Knowledge)
- Medical Administrative Coursework (Mira Costa Community College)
Core Skills
Microsoft Office Suite, Knowledgebase, eEpoints, Benefit Connect, Benefits & Pension Administration, Payroll Processing, HRIS Systems, HIPAA Compliance, Records Management, Policy Development, Process Improvement, Claims Resolution, Active Listening, Conflict De-escalation, Customer Service Excellence, Communication, Organized, Deadline-Oriented, Attentive to Detail, Efficient Multitasker
Timeline
Healthcare & Pension Specialist
Willis Towers Watson
08.2022 - Current
Customer Care Professional
Progress Residential
08.2021 - 08.2022
Postal Service Clerk / Manager
The UPS Store
08.2014 - 01.2017
Mira Costa Community College
Associate of Arts from Medical Administration
Morenci High School
High School Diploma
Northern Arizona University
Bachelor of Business Administration from Human Resources
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