CARLINE SAINTILIEN
Douglasville,USA
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Customer Service Representative/ Tech Support
Telrite Wireless
Atlanta, GA
12.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained accurate records of customer interactions using CRM software.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers with account management and service activation processes.
- Utilized CRM systems to document interactions and track service issues.
- Provided expert support to end-users, troubleshooting and resolving complex technical issues in a timely manner.
- Supported customer satisfaction by addressing technical issues promptly and accurately.
Election Poll Worker/Assistant Manager
Douglas County Georgia
Douglasville, GA
11.2023 - Current
- Conducted voter registration and verification to ensure compliance with electoral regulations.
- Assisted in the setup and breakdown of polling locations for efficient operations.
- Provided clear instructions to voters regarding ballot procedures and voting technology.
- Monitored voting equipment functionality, troubleshooting issues as they arose.
- Collaborated effectively with fellow poll workers to guarantee a seamless voting process for all participants.
- Participated in training sessions prior to Election Day, staying informed on updated procedures and requirements for successful elections management.
- Facilitated the smooth flow of voters entering and exiting polling stations by directing foot traffic and keeping lines organized.
- Maintained professionalism throughout the day, addressing voter concerns with patience and understanding.
- Played a key role in upholding democratic principles by ensuring every eligible citizen had an opportunity to cast their vote without interference or intimidation from others present at the polling station area.
- Supported increased voter turnout with well-organized polling stations and clear signage directing voters to appropriate areas.
- Posted signs, instructions and statutory notices for incoming voters to see.
- Addressed voter questions and concerns.
- Maintained ballot secrecy and confidentiality.
Collections Specialist Agency Reports
Parallon
Charlotte, NC
05.2017 - 08.2024
- Performs account follow-up and resolution of patient receivables. Referring calls/accounts to appropriate parties based on customer inquiries.
- Identify problem accounts and escalate as appropriate.
- Update the patient account record to identify actions taken on the account.
- Work with patients and guarantors to secure payment on outstanding account balances.
- Maintain minimum production standards.
- Achieve passing quality review scores per unit requirements.
- Produce acceptable unit collection volumes.
- Work within company attendance guidelines.
- Provide excellent customer service.
- Work with other team members and management in a professional manner.
- Practice and adhere to the Parallon “Code of Conduct” philosophy and “Mission and Values Statement”.
- Attend Privacy and Security Training a required by the HIPAA Awareness Program and comply with all guidelines, policies and procedures to assure sensitive or confidential information is protected in accordance with the HIPAA rules and regulations.
- Adheres to and supports organizational IT&S standards, policies, and procedures.
- Adheres to Code of Conduct.
- Performs other duties as assigned.
- Analyzed payment patterns to identify trends and optimize collection strategies.
- Managed collections processes, ensuring timely follow-up on outstanding accounts.
Benefits Investigator, Verification Specialist (Contract Position Through Lash Group/Aerotek)
AmerisourceBergen
Fort Mill, SC
11.2016 - 01.2017
- I was trained on the techniques of performing a thorough benefit verification for the drug Simponi Aria by using PatientPlus, patient management suite to ensure comprehensive benefit verification.
- I have to examine and process cases to capture a meticulous level of detail, including information to help patients maximize their benefits.
- Using such sources as payers' telephone-based provider representatives.
- I obtain a complete view of a patient's coverage situation specific to Simponi Aria drug so they can expertly counsel them on their access options.
- Analyzed complex benefit claims to determine eligibility and compliance with company policies.
- Investigated discrepancies in benefit applications, ensuring accurate resolution and adherence to regulations.
Administrative Assistant/Tech Services (Contract Position Through Aerotek)
Qualitest
Charlotte, NC
08.2015 - 02.2016
- Answer incoming calls from sales manager and validation engineers and sort and replies via email and phones any inquiries by validation engineer.
- Entering financial record data into Excel worksheet database. Types and design general correspondences using Excel database and making appropriate change on Microsoft Word.
- Get require signature by respective officials for FDA approvals. Organize and prioritizes large volumes of documents to be scan for document change control department.
- Managed office communications, ensuring timely responses and clear information flow.
- Coordinated scheduling for senior management, optimizing time and resource allocation.
Customer Service Representative (Contract Position Through Aerotek)
Wells Fargo
Charlotte, NC
08.2014 - 12.2014
- Responsible for assisting customers with a wide range of inquiries related to online financial products and services. Processed on-line transactions;
- Resolving routine hardware, platform, or software operating systems questions, addressed issues concerning customer's configuration of operating system and/or online products.
- Troubleshooting customer issues related to the modem and/or navigational instructions through the internet.
- Assisted customers with inquiries, providing timely and accurate information on products and services.
- Resolved complex customer issues through effective problem-solving techniques and strong communication skills.
Agency Service Representative
MetLife
Warwick, RI
01.2012 - 07.2014
- Answer and resolve incoming calls from financial service representative regarding life products.
- Research, follow up and resolve agents request and inquiries regarding claims, loans and underwriting.
- Refer questions and inquiries to appropriate administrative areas for processing and resolution while demonstrating customer centricity.
- Process loans, dividend withdrawals, and premium payments on a daily basis.
- Collaborated with cross-functional teams to improve service delivery processes.
- Resolved customer inquiries and issues efficiently, enhancing overall satisfaction.
Credit and Collection Agent
Mansfield Bank
03.2011 - 06.2011
- Follow up with delinquent real estate tax notices by creating notice letters and sending to homeowners.
- Uphold FNMA and FHLB procedures to ensure company is compliant with guidelines.
- Receive returned mail, legal bill and track invoice and submitting to accounting supervisor.
- Daily filing and help with special project within Mansfield Bank.
- Negotiated payment arrangements with clients to resolve outstanding debts effectively.
- Managed high-volume collections calls to maintain compliance with regulatory guidelines.
Loan Modification Analyst
Chase Home Finance
09.2004 - 06.2010
- To negotiate default loans that are over 90-120 days past due into loan modification to avoid foreclosure proceeding.
- Mediate between borrowers and lenders, to either lower interest rates, provide an extension of term or mixture of both.
- Following FDCPA within Chase Home finance and FHA guidelines.
- Analyzed mortgage data to identify trends and provide actionable insights for risk assessment.
- Developed financial models to forecast loan performance and inform strategic decision-making processes.
Education
Bachelor of Science - Business Administration Management
Hesser College
Manchester, NH05-2003
Insurance Life Agent - Insurance
Primerica
Atlanta, GA12-2025
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Complaint handling
- Payment processing
- Complaint resolution
- Professional telephone demeanor
- Call center operations
- Microsoft Office Suite
- Building rapport
- De-escalation techniques
- Follow-up skills
- Customer satisfaction measurement
- Client relations
Certification
- HIPAA Awareness Certified-Issue Date:11/30/25-11/30/2027
- Licensed Georgia Department of Insurance - Issue Date: 01/07/25-12/31/2026- Resident Agent-Life
Timeline
Customer Service Representative/ Tech Support
Telrite Wireless
12.2025 - Current
Election Poll Worker/Assistant Manager
Douglas County Georgia
11.2023 - Current
Collections Specialist Agency Reports
Parallon
05.2017 - 08.2024
Benefits Investigator, Verification Specialist (Contract Position Through Lash Group/Aerotek)
AmerisourceBergen
11.2016 - 01.2017
Administrative Assistant/Tech Services (Contract Position Through Aerotek)
Qualitest
08.2015 - 02.2016
Customer Service Representative (Contract Position Through Aerotek)
Wells Fargo
08.2014 - 12.2014
Agency Service Representative
MetLife
01.2012 - 07.2014
Credit and Collection Agent
Mansfield Bank
03.2011 - 06.2011
Loan Modification Analyst
Chase Home Finance
09.2004 - 06.2010
Bachelor of Science - Business Administration Management
Hesser College
Insurance Life Agent - Insurance
Primerica