Summary
Overview
Work History
Education
Skills
References
Timeline
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Carly Panowicz

Omaha,Nebraska

Summary

Dynamic professional seeking a full-time position to leverage my proven leadership, problem-solving, and management skills. With a strong background in customer service, I am committed to enhancing team performance, driving growth, and exceeding customer expectations. Eager to embrace new challenges and contribute to a forward-thinking organization while continuing to grow and refine my skills and knowledge.

Overview

15
15
years of professional experience

Work History

Quality Analyst Team Lead

FSC Edge
04.2022 - Current
  • Mastered intricacies of United States patent processing, from application to printed patent, leveraging in-depth knowledge to enhance work quality.
  • Progressed from entry-level role in patent processing to leadership position in quality department, demonstrating adaptability and commitment to professional growth.
  • Proficient in utilizing multiple computer applications to process and check different parts of patents, ensuring accuracy and efficiency in operations.
    Contributed to development of processes for patent processing and quality checking, improving operational efficiency by 30%.
    Expert in rules and regulations of patent formatting, ensuring 100% compliance with industry standards.
  • Instrumental in shaping structure of quality department, leading to a 20% improvement in overall quality metrics.
    Managed flow of documents through system, reducing processing time by 15%.
  • Facilitated cross-departmental communication to resolve issues, improving inter-departmental relations and reducing issue resolution time by 25%.
  • Directed team workflow, effectively managing queues and ensuring smooth workflow.
  • Consistently led team to meet and exceed deadlines, achieving a 95% on-time completion rate.

Banking and Retirement Operations

TD Ameritrade /Aerotek
03.2018 - 01.2020
  • Collaborated effectively with business partners in Electronic Payments and Retirement Banking, enhancing both retail and institutional operations
  • Demonstrated in-depth knowledge of Check Returns and Check Disbursements, improving retail account management efficiency by 20%
  • Specialized in keying check deposits using ITMS and MAVRO for both retail and institutional accounts, reducing processing errors by 15%
  • Handled diverse roles including check returns, chat and phone support, manual check disbursements, and dividends processing, showcasing versatility and commitment to service excellence.
  • Interacted well with customers to build connections and nurture relationships

Customer Service Call Center

Aerotek- Prime Therapeutics
06.2017 - 11.2017
  • Leveraged expertise in commercial and Medicare benefits to provide comprehensive information to members, resulting in a 20% increase in member satisfaction
  • Initiated overrides and prior authorizations, resolving claim issues for members and pharmacies
  • Handled a high-volume of inbound and outbound calls, defusing volatile customer situations with professionalism and courtesy
  • This approach led to a 15% improvement in customer service ratings
  • Accurately documented, researched, and resolved customer service issues, achieving a 30% reduction in repeat calls
  • Gathered and verified all required customer information for tracking purposes, enhancing the efficiency of the customer service process.

Call Center Representative

Complete Call Solutions
08.2016 - 04.2017
  • Provided phone and email support for insurance wellness programs, assisting approximately 75,000 users across 50 different companies
  • This proactive support led to a 25% increase in user engagement
  • Assisted users in navigating the program and effectively resolved arising issues, reducing user complaints by 30%
  • Identified complex cases and escalated them to Tier2 support for further investigation, ensuring 100% of such cases were addressed promptly and effectively.

Claims Analyst

Remedy Staffing- Mutual of Omaha
03.2016 - 07.2016
  • Increased life insurance policy issuance efficiency by 20%
  • Improved customer satisfaction by 15% through effective communication with beneficiaries and related entities
  • Reduced fund misplacement incidents by 30% through beneficiary verification and coordination with funeral homes and cemeteries.

Teacher

Willow Tree Day Care
09.2015 - 03.2016
  • Leveraged educational strategies to foster cognitive and social growth in Pre-K children aged 3-4 years
  • Orchestrated daily learning activities, ensuring a stimulating and nurturing environment for a group of 10 children
  • Oversaw meal preparation and potty training, contributing to the overall well-being and development of the children.

Manager

Schlotzsky’s
09.2008 - 10.2015
  • Spearheaded store operations, ensuring efficient opening and closing procedures, which resulted in a 10% increase in daily sales
  • Managed inventory and financials, leading to a 20% reduction in overhead costs and ensuring optimal stock levels at all times
  • Developed and implemented staff training programs in compliance with health and safety regulations, resulting in a 30% decrease in safety incidents.

Education

High School Diploma -

North Star High School
Lincoln, NE
06.2008

Skills

  • Quality Improvement
  • Quality Processes
  • Project Management
  • Microsoft Excel
  • Customer Service

References

Tom Stewart, stewart.tom@outlook.com, Project Manager, Fiserv

Timeline

Quality Analyst Team Lead

FSC Edge
04.2022 - Current

Banking and Retirement Operations

TD Ameritrade /Aerotek
03.2018 - 01.2020

Customer Service Call Center

Aerotek- Prime Therapeutics
06.2017 - 11.2017

Call Center Representative

Complete Call Solutions
08.2016 - 04.2017

Claims Analyst

Remedy Staffing- Mutual of Omaha
03.2016 - 07.2016

Teacher

Willow Tree Day Care
09.2015 - 03.2016

Manager

Schlotzsky’s
09.2008 - 10.2015

High School Diploma -

North Star High School

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Carly Panowicz