Carmen Rosser
Columbus,GA
Summary
Experienced customer service representative looking to obtain gainful employment with an accomplished Company, that I can apply my skills and knowledge that I have obtained over the years. I’m a team player as well as a problem solver. With my positive attitude and quick problem-solving skills. I feel I would be an asset to your company. I'm a personable & dedicated Customer Service Representative with extensive experience in Customer satisfaction. I'm a Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Carenet Health ( REMOTE )
Columbus
05.2025 - Current
- Resolved customer complaints promptly and efficiently.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered customer inquiries via phone, email, and chat.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Claims Processor
Delta Dental Insurance ( REMOTE )
Columbus, Georgia
10.2023 - 11.2024
- Identified opportunities for upselling additional products or services based on customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Managed escalated customer complaints pertaining to denied or delayed payments in a timely manner.
- Documented decisions on each claim based on research findings and applicable benefit plans.
- Analyzed and evaluated claim forms, medical reports, bills, and other documents to ensure accuracy of data.
- Identified trends in denials or rejections due to incorrect coding or billing practices by providers.
- Reviewed and verified insurance policy information to assess coverage and determine appropriate claims processing procedures.
- Assisted customers via telephone inquiries related to their specific claim status or general questions about the company's services.
Customer Care Analyst ( REMOTE )
Mutual Of Omaha Insurance Company
11.2022 - 07.2023
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Recommended potential products or services after analyzing customer needs.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Documented customer correspondence in CRM to track requests, problems and solutions.
Customer Service Representative ( REMOTE )
Key Bank
Columbus, Ga.
12.2021 - 07.2022
- Typing 45-50 WPM, Process customers information
- Work diligently in assisting customers with suspicious or fraudulent activities
- Knowledge of policies and procedures associated with the daily operations
- Ability to provide external/Internal customer service satisfaction
- Completed thorough and accurate documentation for money movements, deposits or withdrawals.
- Adhered to strict confidentiality protocols to maintain safety of customer and bank information.
Customer Service Representative ( REMOTE )
Federal Emergency Management Agency, FEMA
11.2021 - 06.2022
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Improved customer service wait times to mitigate complaints.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
Customer Service/Sales Representative
Global Call Center Solutions
Columbus, Ga
11.2020 - 12.2021
- Assist customers with Internet Service as needed with customer complaints
- Excellent Customer Service
- Maintained customer confidentiality
- Assisted customers with products and services
- Comply with all companies' policies and procedures per Federal Regulations
- Team player
Server and Cashier
Taco Bell
09.2019 - 06.2020
- Accept payment from customers
- Cash Handling
- Responsible for register count at closing or opening
- Supervised and trained new employees
- Good communication and problem-solving skills
- Coordinate activities pertinent to the board's office
- Operated cash register or POS system to receive payment by cash, check and credit card.
Education
Diploma received -
Spencer County High School
Columbus, GaCusseta Elementary School
Columbus, Ga.Skills
- Cash Handling
- Cashier
- Complaint resolution
- Data accuracy
- Claims processing
- Computer Skills
- Problem Solving skills on operational issues
- Effective & efficient
- Customer Service skills
- Organization skills
- Team Player
- Additional skills:
- Microsoft office Suite PowerPoint, Microsoft Excel, Digital Calendars Google, Outlook, Data Entry, PDF Files
- Product and Service Sales
- Customer Assistance
- Technical Support
- High-Energy Attitude
- Service Upselling
References
References available upon request
Timeline
Customer Service Representative
Carenet Health ( REMOTE )
05.2025 - Current
Claims Processor
Delta Dental Insurance ( REMOTE )
10.2023 - 11.2024
Customer Care Analyst ( REMOTE )
Mutual Of Omaha Insurance Company
11.2022 - 07.2023
Customer Service Representative ( REMOTE )
Key Bank
12.2021 - 07.2022
Customer Service Representative ( REMOTE )
Federal Emergency Management Agency, FEMA
11.2021 - 06.2022
Customer Service/Sales Representative
Global Call Center Solutions
11.2020 - 12.2021
Server and Cashier
Taco Bell
09.2019 - 06.2020
Diploma received -
Spencer County High School
Cusseta Elementary School