Carly Pennington
Hillsboro
Summary
Customer Service Representative with a strong background in health insurance and government assistance programs, leveraging over 5 years of experience to enhance service quality and customer engagement. Proficient in problem-solving, data entry, and communication, with a proven track record of managing customer inquiries and application processing effectively. Committed to maintaining high customer satisfaction and continuously improving service delivery through advanced organizational and time management skills.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Teleperformance
03.2024 - 08.2024
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Streamlined customer inquiry process, reducing average resolution time and boosting satisfaction rates for Teleperformance's key accounts
Costumer Service Representative
Helpware
07.2023 - 03.2024
- Resolved complex health insurance queries, boosting satisfaction through effective communication
- Utilized CPT codes for pre-authorizations, enhancing service efficiency and accuracy
- Addressed claims denials, achieving measurable improvements in customer satisfaction
- Provided timely responses to customer questions.
- Maximized conversion rates using tailored email communication strategies.
- Improved service quality in dental, vision, and medical sectors, driving positive feedback
- Demonstrated problem-solving skills, effectively managing customer concerns and inquiries
CSR - Customer Service Representative
Senture LLC
01.2023 - 05.2023
- Assisted clients with application issues, password resets and SSI-related queries
- Managed inbound customer calls for login.gov, ensuring swift and accurate resolution
- Maintained a high level of customer satisfaction through effective problem-solving
- Enhanced conversational experience.
- Streamlined email processes to improve response times.
Costumer Service Representative
HELPWARE
12.2021 - 09.2022
- Handled customer inquiries for Virginia rent aid, boosting satisfaction and efficiency
- Reviewed applications for state compliance, increasing approvals by 20%
- Worked with QA to enhance application processes, resolving complex issues
- Managed application decisions, ensuring adherence to regulations and boosting success rates
Residential Staff
Edgewater Recovery Center
08.2021 - 12.2021
- Administered medication to clients as per requirements, ensuring adherence to safety protocols
- Monitored client welfare, promptly addressing and resolving any issues
- Guaranteed client safety through vigilant supervision and risk management
- Effectively met client needs, fostering a supportive and secure environment
- Enhanced client well-being, contributing to the center's reputation for quality care
Direct Support Professional
Guided Living LLC
12.2020 - 06.2021
- Managed medication distribution to clients, ensuring timely and accurate administration
- Maintained clean and hygienic living environments for individuals, promoting health and well-being
- Provided personal care, including bathing, to ensure clients' comfort and dignity
- Coordinated transportation for clients' appointments, ensuring punctuality and safety
- Addressed clients' needs proactively, contributing to their overall quality of life
Retail Cashier/Customer Service
Rocky Adkins Dining Commons
10.2019 - 03.2020
- Managed financial transactions with precision as a cashier, ensuring accurate customer service
- Maintained cleanliness of bathrooms and waiting area, enhancing customer experience
- Prepared meals with attention to detail, ensuring readiness before opening hours
- Solved problems related to customer transactions, demonstrating excellent problem-solving skills
- Contributed to an increase in customer satisfaction through efficient service and cleanliness
Education
High school or equivalent -
Rowan County Senior High School
ky05.2019
Skills
- Customer service
- Problem-solving
- Food service
- Computer proficiency
- Cash handling
- Chat
- Data entry
- Organizational skills
- Communication skills
- Time management
- Microsoft Office
Languages
English
Full Professional
Timeline
Customer Service Representative
Teleperformance
03.2024 - 08.2024
Costumer Service Representative
Helpware
07.2023 - 03.2024
CSR - Customer Service Representative
Senture LLC
01.2023 - 05.2023
Costumer Service Representative
HELPWARE
12.2021 - 09.2022
Residential Staff
Edgewater Recovery Center
08.2021 - 12.2021
Direct Support Professional
Guided Living LLC
12.2020 - 06.2021
Retail Cashier/Customer Service
Rocky Adkins Dining Commons
10.2019 - 03.2020
High school or equivalent -
Rowan County Senior High School
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