Carlos Turcios
U.S. Army
Willow Spring,NC
1
Language
1
Certification
16
years of professional experience
Compassionate, client-focused U.S. Army Senior Leader and Licensed Health Insurance Agent with extensive experience in life-cycle customer service, consultation, and full-spectrum administrative coordination. Proven track record of active listening, empathetic guidance, and resolving complex client issues while maintaining strict compliance with HIPAA and federal privacy guidelines. Highly adept at navigating enterprise software platforms, remote technologies, and multi-line communication systems to drive high customer satisfaction and successful plan renewals.
Work History
Company First Sergeant / Senior Leader (E-7)
4 Years 6 Months- Managed administrative, communication, and client service operations for organizations of 40 to 200 personnel, ensuring seamless operations and effective stakeholder engagement.
- Leveraged computer navigation and database tools (SharePoint, JIRA, MS Office Suite) daily to input records, track key metrics, and generate compliance reports.
- Conducted structured virtual and in-person instruction and performance coaching, enhancing team skills and knowledge retention.
- Enforced standard operating procedures, safety guidelines, and regulatory compliance across operational channels, maintaining high operational integrity.
Veteran Support Services Coordinator
11 Months- Delivered full-lifecycle customer assistance, compassionate guidance, and one-on-one consultations to 50+ clients, assessing individual health and personal needs to match them with optimal solutions.
- Resolved complex client inquiries through active listening and empathy, fostering trust and rapport.
- Applied active listening and high empathy to resolve complex client inquiries efficiently and maintain trust.
- Educated individuals on tailored benefits, products, and services through direct outreach and follow-ups, enhancing their understanding of available support.
Platoon Sergeant / Training NCO (E-7)
12 Years 8 Months- Managed resource allocation and project timelines for high-volume operations, enhancing task completion efficiency.
- Executed mathematical calculations for inventory control and resource tracking to support operational planning.
- Led training exercises to enhance unit readiness and operational effectiveness.
- Coordinated logistics for deployment operations, ensuring timely resource allocation.
- Developed tactical plans to achieve mission objectives while maintaining safety standards.
Education
Associate of Arts - Liberal Arts
Skills
Customer Support & Sales Consultation: Skilled in assessing individual health and financial needs to recommend optimal health plan products
upgrades
and renewals.
HIPAA & Regulatory Compliance: Uncompromising integrity in handling sensitive medical and personal data under federal privacy standards.
Active Listening & Empathy: Dedicated to delivering empathetic
solutions-oriented service that transforms customer inquiries into exceptional experiences.
Remote systems navigation: Fluent in computer navigation across enterprise tools (MS Office
SharePoint
JIRA
SAP) with high-speed internet remote setup.
Certifications: Microsoft Office Specialist: Associate (Office 365 & 2019)
Advanced First Aid & CPR
OSHA/Safety Standards
Systems: Remote Collaboration Platforms
SharePoint
JIRA
SAP ERP
Oracle
Database Management
Certification
Future State Health Insurance License – North Carolina
Languages
Bilingual (English / Spanish)
Timeline
Veteran Support Services Coordinator
Fayetteville Vet Center
2024.01 - 2024.12Read More
Company First Sergeant / Senior Leader (E-7)
U.S. Army
2022.01 - 2026.07Read More
Platoon Sergeant / Training NCO (E-7)
U.S. Army
2010.04 - 2022.12Read More
Barstow Community College
Associate of Arts from Liberal Arts
Read More