CARMEN MEREDITH
Locust Grove,GA
Overview
19
19
years of professional experience
Work History
Customer Care Support Coordinator
First Advantage Background Screening Corporation
Atlanta,GA
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
Alpharetta, GA
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, DC03.2023
Batchelor - Business Management
Strayer University
Alpharetta12.2014
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