Overview
Work History
Education
Skills
Timeline
Generic

CARMEN MEREDITH

Locust Grove,GA

Overview

19
19
years of professional experience

Work History

Customer Care Support Coordinator

First Advantage Background Screening Corporation
10.2015 - 05.2023
  • Answer calls in high volume call center,
  • Determine client access via verification protocols,
  • Assist candidates with troubleshooting and submission of profiles,
  • Update clients on candidate status, new requests, process training, and troubleshooting account issues,
  • Answer client chat inquiries, answer client/candidate emails for general background accounts,
  • Assisted training team with 1-week introduction training of FADV systems and processes for new hire classes prior to their training class start, returned to them in week 3 of their training to assist with their shadowing prior to them being put on their own,
  • Assist clients with processing I9s,
  • Assist with drug testing and compliance,
  • Assist potential contractor clients with their registration process and account set-up,
  • Ability to achieve and maintain quality, customer satisfaction survey, first call resolution, and adjusted call requirements by meeting and exceeding set stat goals monthly,
  • Assigned to a dedicated client account for Amazon to assist with completing client and candidate email inquiries regarding backgrounds and complete chat and email inquiries from Amazon leadership,
  • Assigned to a dedicated team for FedEx assisting with troubleshooting errors and submitting profiles, reviewing for completion, verifying driver files to ensure driver is compliant per state driver qualification rules,
  • Customer Support Analysis

Customer Care Analysis

Amplify Educational Software
07.2015 - 09.2015
  • Authenticate caller and determine if student or client and verify access level,
  • Verify PII that can be released to the caller in reference to student records,
  • Process software enhancement requests,
  • Troubleshooting accessibility issues with the equipment and or product

BGCO Fulfillment Coordinator

Verizon Wireless
06.2014 - 03.2015
  • Analyze customer accounts and ensure business profiles are set up correctly and send requests to the account manager for any corrections.
  • Process maintenance and product request orders for new equipment rollouts
  • Answer correspondence requests via email, chats, and phone calls
  • Assisted with phone team project for 5 months assisting to work on call queues during new device rollout.
  • Followed procedures at all times for personal and team safety

BGCO Coordinator

Verizon Wireless
07.2007 - 06.2014
  • Answer calls in a high volume call center with expert knowledge of products and services,
  • Assist offline team with order project for 5 months processing equipment orders
  • Analyze accounts issues and assist with troubleshooting equipment issues as well as network issues,
  • Assist with team support and completing team follow-ups with clients and trouble tickets opened with network support.

Customer support/ Technical Support

Verizon Wireless
06.2004 - 07.2007
  • Technical support with working knowledge of MTAS, MARS, REMEDY, I2K, AND ACSS BILLING SYSTEMS
  • Answer calls in high volume call center,
  • Troubleshoot technical support for the consumer team with phone and billing issues,
  • Provided floor support for the escalation hotline and customer follow-ups for the floor,
  • Provided supervisor support with clearing credit request queues,
  • Provided peer-to-peer support for new and struggling reps on the call center floor
  • Troubleshoot problems with software, hardware and networking for users
  • Worked within the task management system to receive, manage and close support requests

Education

Master of Science - Human Resources Generalist

Strayer University
Washington, DC
03.2023

Batchelor - Business Management

Strayer University
Alpharetta
12.2014

Skills

  • Strong expertise in customer service via face-to-face, phone, email, and chat interactions
  • Ability to work within a team setting to achieve projected goals as well as work individually,
  • Ability to take the lead if needed within the project setting,
  • Management and leadership skills,
  • Strong verbal, and written communication skills,
  • Attention to detail
  • Working knowledge of Microsoft word, teams, workday, outlook, as well as other office equipment,
  • Professional phone demeanor,
  • Multitasking
  • Training and Development
  • Adaptability
  • Coaching and Mentoring

Timeline

Customer Care Support Coordinator

First Advantage Background Screening Corporation
10.2015 - 05.2023

Customer Care Analysis

Amplify Educational Software
07.2015 - 09.2015

BGCO Fulfillment Coordinator

Verizon Wireless
06.2014 - 03.2015

BGCO Coordinator

Verizon Wireless
07.2007 - 06.2014

Customer support/ Technical Support

Verizon Wireless
06.2004 - 07.2007

Master of Science - Human Resources Generalist

Strayer University

Batchelor - Business Management

Strayer University

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CARMEN MEREDITH