Carlie Aprill
Summary
Results-oriented professional with expertise in customer retention and operational efficiency in high-volume environments. Proficient in analyzing performance metrics to develop actionable coaching strategies and enhance workflow processes. Extensive experience in health insurance and call center operations, with a strong focus on conflict resolution. Recognized for effective problem-solving and team leadership under pressure, fostering loyalty through empathetic communication.
Overview
10
10
years of professional experience
Work History
Customer Operations Specialist
The Helper Bees
02.2025 - Current
- Provided empathetic, solution-focused support to aging adults and caregivers via calls.
- Managed high-volume caseloads across multiple platforms to ensure accurate documentation.
- Resolved escalated customer concerns while balancing client advocacy with operational protocols.
- Collaborated with facilities and agencies to assist in submitting paperwork for LTC eligibility.
Unemployed
(Contract Ended)
09.2024 - 02.2025
- Oversaw daily operations and budgeting for a household of five, ensuring efficient logistics management.
- Enhanced skill set through targeted professional development courses in communication and leadership.
- Utilized strategic planning and conflict resolution techniques to optimize home management processes.
Insurance Customer Service Specialist
UCare of Minnesota
10.2023 - 09.2024
- Delivered high-volume support to Individual and Family Plan members, resolving inquiries on coverage, billing, claims, and eligibility.
- Educated members on plan benefits and network options, facilitating informed healthcare decisions.
- Documented interactions across multiple systems, escalating complex issues for timely resolutions.
- Maintained performance metrics in a compliance-driven environment, balancing efficiency with member advocacy.
- Collaborated with internal teams to enhance workflows and service delivery for diverse populations.
Retention Specialist
Dish Network Corp
06.2021 - 10.2023
- Achieved top 10% ranking among nationwide retention agents through strategic negotiation and personalized service.
- Resolved complex billing and service issues with 99% accuracy across multiple platforms.
- Transformed frustrated callers into loyal clients using empathetic communication and tailored solutions.
- Leveraged extensive product knowledge to drive upsells and service upgrades.
- Maintained meticulous records of customer interactions, balancing speed with precision.
- Surpassed performance metrics by applying effective time management and emotional intelligence.
- Utilized a consultative approach to enhance customer retention and satisfaction.
- Ensured compliance and seamless follow-through in all client communications.
Unemployed
(COVID-19 Shutdown)
04.2020 - 06.2021
- Adapted to COVID-19 layoff by focusing on personal growth and skill refinement.
- Streamlined home operations to enhance efficiency during pandemic constraints.
- Developed financial tracking tools for bill management, prioritizing debt reduction and savings.
- Provided remote tech support and healthcare navigation assistance to peers and family.
- Engaged in continuous learning through webinars and online courses in customer service and operational efficiency.
Eligibility Specialist
Maximus Call Center
05.2019 - 04.2020
- Delivered high-volume support for public assistance applications, ensuring accurate eligibility screening and documentation.
- Applied state and federal guidelines to evaluate applications and resolve discrepancies across systems.
- Managed inbound calls with professionalism, educating clients on program requirements and next steps.
- Maintained 99% accuracy in documentation and data entry, supporting compliance and audit readiness.
- Collaborated with state consultants to escalate complex cases, ensuring timely resolutions.
- Consistently exceeded performance metrics in a fast-paced environment, balancing speed and precision.
- Completed ongoing training to remain informed on policy changes and best practices in eligibility processing.
Unemployed
(Relocated for Spouse's Employment)
03.2018 - 05.2019
- Facilitated family relocation while managing household logistics and preparing for career transition.
- Engaged in resume refinement and job search strategy to enhance marketability.
- Conducted skill-building activities during transition to align with career goals.
- Dedicated time to recalibrate professional objectives and explore new opportunities.
Call Center Supervisor and Recruiter
Advanced Call Center Technologies LLC
04.2015 - 03.2018
- Supervised high-performing sales agents in a fast-paced AT&T call center, ensuring service excellence.
- Delivered real-time coaching and structured training to enhance conversion rates and compliance.
- Monitored KPIs, such as call volume and sales metrics, to implement improvement strategies.
- Led recruitment for inbound and outbound sales roles, focusing on sourcing and onboarding.
- Collaborated with HR to forecast staffing needs and maintain optimal shift coverage.
- Facilitated new hire orientation and product training to ensure accurate representation of AT&T services.
- Resolved escalated customer issues efficiently, modeling best practices for retention.
- Recognized for fostering a positive team culture, emphasizing accountability and continuous improvement.
Education
BBA - Business Management
University of Phoenix
Tempe, AZAssociate of Arts - Information Technology
University of Phoenix
Tempe, AZSkills
- Strategic communication and conflict resolution
- Customer retention and relationship management
- Operational efficiency and process improvement
- Problem-solving and team building
- Performance metrics analysis
- Time management and adaptability
- Call center operations
- Health insurance expertise
Software and Tools
- Salesforce – CRM and case tracking
- ADP – Payroll and workforce management
- Paylocity – HR and employee data systems
- Microsoft Office Suite – Word, Excel, Outlook, PowerPoint
- Google Workspace – Docs, Sheets, Drive
- Slack – Team communication and collaboration
- Microsoft Teams – Virtual meetings and internal messaging
- Zoom – Remote meetings and collaboration
- AI-powered tools – ChatGPT, Grammarly, Notion
- Data literacy tools – Excel (advanced functions), Google Sheets (pivot tables), Tableau
- Cloud-based systems – Google Drive, OneDrive, Dropbox
- E-signature platforms – DocuSign, Adobe Sign
- Cybersecurity awareness – Secure data handling and compliance
Timeline
Customer Operations Specialist
The Helper Bees
02.2025 - Current
Unemployed
(Contract Ended)
09.2024 - 02.2025
Insurance Customer Service Specialist
UCare of Minnesota
10.2023 - 09.2024
Retention Specialist
Dish Network Corp
06.2021 - 10.2023
Unemployed
(COVID-19 Shutdown)
04.2020 - 06.2021
Eligibility Specialist
Maximus Call Center
05.2019 - 04.2020
Unemployed
(Relocated for Spouse's Employment)
03.2018 - 05.2019
Call Center Supervisor and Recruiter
Advanced Call Center Technologies LLC
04.2015 - 03.2018
BBA - Business Management
University of Phoenix
Associate of Arts - Information Technology
University of Phoenix
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