Summary
Overview
Work History
Education
Skills
Timeline
Generic

Carlyn LeCoin

Hinesville,GA

Summary

Results-driven Customer Support Specialist with background in managing customer inquiries and complaints, troubleshooting technical issues, and maintaining high customer satisfaction levels. Strengths include problem-solving skills, empathetic communication style, and adeptness at learning new technologies. Significant impact made in previous roles through improvement of support processes to streamline operations and enhance customer experiences.

Overview

14
14
years of professional experience

Work History

Customer Support Specialist

VGS
Alexandria, VA
09.2024 - Current
  • Document client issues and request with clarity and precision
  • Research and develop resolutions for the majority of insurance challenges and when necessary escalate to upper management team
  • Effectively communicate to peers using Teams
  • Ability to multitask and be flexible with assigned work schedule which can change daily
  • Adheres to all organizational policies, procedures and guidelines

Customer Care Representative

Humana
Louisville, KY
07.2023 - 06.2024
  • Resolved customer issues through effective communication and problem-solving skills.
  • Documented customer interactions in the company's CRM system accurately.
  • Maintained up-to-date knowledge of Humana's products and services for better support of our Medicare beneficiaries.
  • Handled high call volumes while ensuring a positive customer experience consistently.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.

Behavioral Health Specialist

United States Army
Fort Campbell North, Kentucky
06.2011 - 03.2020
  • Assisted clients in developing coping strategies and life skills.
  • Provided therapeutic support to individuals with mental health challenges.
  • Conducted assessments to evaluate client needs and progress.
  • Facilitated group therapy sessions to promote peer support and engagement at the Veterans Affairs.
  • Educated clients and families on mental health resources and services.

Education

Associate of Science - Liberal Arts And Sciences

Montgomery County Community College
Blue Bell, PA
05-2023

Skills

  • Documentation accuracy
  • Issue resolution
  • Customer relationship management
  • CRM proficiency
  • Product knowledge
  • Conflict mediation

Timeline

Customer Support Specialist

VGS
09.2024 - Current

Customer Care Representative

Humana
07.2023 - 06.2024

Behavioral Health Specialist

United States Army
06.2011 - 03.2020

Associate of Science - Liberal Arts And Sciences

Montgomery County Community College

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