Carlotta Wood
Los Angeles,Select
Summary
Motivated professional offering MA in Psychology, with a desire to take on new challenges. Strong work ethic, adaptability, and cultured interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Excellent oral and written communication skills. Exceptionally well organized and detailed oriented. Conflict resolution skills. Strong computer skills. Ability to gather and analyze pertinent information. Authorized to work in the US for any employer.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Direct Care Worker
LanceSoft Inc / Magellan Health (Contingent)
Los Angeles, CA
03.2023 - Current
- Provides non-clinical support to workflows involving utilization management, case management, disease management, and health promotion
- Keeps a balanced caseload of Outpatient telehealth services
- Assists in the mentoring and training of new Care Workers
- Remains responsible for updating self on ever changing information to ensure accuracy when dealing with members and providers
- Coordinates and manages distribution of correspondence and materials to members and providers
- Participates in operational activities, including data collection, tracking, and analysis
- Troubleshoots when an appropriate provider, type of service, or appropriate level of care cannot be readily found
- Has current knowledge or research availability of community resources and services and link members to appropriate services.
Customer Service Representative (WFH)
Aetna / CVS Health
Long Beach, CA
08.2021 - 01.2023
- Consult and educate members based on the member's unique needs, preferences, and understanding of Aetna plans, tools, and resources to help guide the members along a clear path to care
- Acts as subject-matter-expert by providing training, coaching, or responding to complex issues.
- Analyze and resolve issues associated with members concerns.
- Provides the members with related information to answer the unasked questions, e.g.
- Additional details, benefit plan details, agent self-service tools, etc.
- Consulted with customers to resolve service and billing issues.
- Initiates outreach/welcome calls to ensure constituents' expectations are met or exceeded.
- May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools.
- Mentored new employees on procedures and policies to maximize team performance.
- Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Proctor/Certified Test Administrator (Temporary)
PearsonVUE
Culver City, CA
07.2019 - 02.2020
- Complied with all testing procedures and strictly adhered to company policies using careful judgment
- Checked in testing candidates, verified identification, and explained the exam process
- Proctor / invigilate candidates while testing
- Conducted pre-test orientation sessions with examinees when necessary.
- Prepared reports summarizing testing activities including statistics and trends.
- Assisted test takers with instructions for taking exams.
- Kept over 30 students safe in classroom and outside environments.
- Verified identification documents from each test taker prior to admittance into the testing area.
- Identified potential problems or irregularities during exams and took corrective action accordingly.
- Managed time limits and other restrictions on exams.
- Troubleshot problems with computers used in diverse tests.
Test Proctor/Room Supervisor
uExams
Los Angeles, CA
11.2018 - 12.2019
- Oversaw and participated in the administration of written tests and performance tests
- Administers written tests, performance tests, and interviews.
- Instructed students on proper methods for filling out answer sheets accurately and completely.
- Reviewed proctoring policies with each student prior to beginning an exam session.
- Conducted pre-exam briefings for test takers about expectations for their behavior during the exam period.
- Prepared reports detailing any disciplinary action taken against students who violated protocol while taking tests.
- Monitors test rooms during the administration of examinations.
- Enforced time limits and compliance with other examination procedures.
- Documented rule violations and/or unusual occurrences during examinations.
- Completed day-to-day duties accurately and efficiently.
Spa Reservations Agent
Montage Beverly Hills
Beverly Hills, CA
04.2017 - 06.2019
- Promptly answered incoming reservations calls, taking, recording, and canceling of reservations of individuals and groups
- Generated spa revenue by consistently providing prompt, courteous service to the guest efficiently and professionally at all times.
- Quoted rates correctly, ensure availability and accurately reserve appointments using Resort Suite.
- Suggested amenities suited to clients' needs.
- Take appropriate steps during and/or after the call to ensure guest satisfaction.
- Maintained a pleasant and professional attitude when taking reservations
- Trained new hires.
- Monitored call volume trends to ensure adequate staffing levels during peak hours.
Member Care Agent/WFH
Hautelook
Los Angeles, CA
04.2015 - 03.2017
- Liaised with customers via email, phone, and live chat
- Communicated with supervisors to correct and proactively address customer complaints/issues
- Suggested modifications to enhance external company communications (i.e
- FAQ's, website)
- Conveyed ideas, policies, and information to customers using clear and concise language
- Addressed customer complaints in a calm and professional manner.
Customer Service Representative
Internet Brands
El Segundo, CA
09.2010 - 09.2012
- Answered sales and marketing questions for clients
- Retained repeat clients through exceptional customer assistance
- Executed and documented survey calls to customers
- Inputted consumer data into a proprietary system(s) in a professional and coherent manner
- Ensured customer experience was satisfactory
- Managed customer accounts.
Receptionist/Business Development Center Supervisor
Mercedes Benz
Beverly Hills, CA
04.2006 - 08.2010
- Provided first-line support for call routing to various departments within the dealership
- Scheduled client appointments and provided general information to onsite customers
- Developed and Implemented procedures internally improving communication between receptionist, sales, and service, improving guest satisfaction
- Due to my strong customer skills and my proactive initiative in improving the ways of working at the dealership I was promoted to Business Development Supervisor
- Supervised and mentored a team of 7 to engage customers for sales and service opportunities to meet or exceed sales goals
- Gathered statistical information and prepared daily reports for upper management review
- Coordinated and negotiated with other departments to implement marketing initiatives
- Maintained and updated VIP clients' paperwork to expedite prompt service with discretion
- Acquired new customers, retained and expanded existing customer relationships.
Education
M.A. - Psychology
Los Angeles Pacific University/Azusa
Azusa, CA12.2023
Skills
- Microsoft Office
- Business Development
- Conflict Management
- Account Management
- Client Documentation
- Compassionate Client Care
- Case Management
- Data Collection
- Recruiting
- HIPAA
- Recruitment
- Problem-Solving
Certification
Driver's License
Timeline
Direct Care Worker
LanceSoft Inc / Magellan Health (Contingent)
03.2023 - Current
Customer Service Representative (WFH)
Aetna / CVS Health
08.2021 - 01.2023
Proctor/Certified Test Administrator (Temporary)
PearsonVUE
07.2019 - 02.2020
Test Proctor/Room Supervisor
uExams
11.2018 - 12.2019
Spa Reservations Agent
Montage Beverly Hills
04.2017 - 06.2019
Member Care Agent/WFH
Hautelook
04.2015 - 03.2017
Customer Service Representative
Internet Brands
09.2010 - 09.2012
Receptionist/Business Development Center Supervisor
Mercedes Benz
04.2006 - 08.2010
M.A. - Psychology
Los Angeles Pacific University/Azusa
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