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
Topeka, KS (Remote Position)
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)
Topeka, KS
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
Topeka, KS (Remote Position)
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
Topeka, KS (Remote Position)
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)
Topeka, KS (Remote Position)
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
Topeka, KS
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)
Topeka, KS
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
Junction City, KS
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