Summary
Overview
Work History
Education
Skills
Timeline
Generic

Carol Little

Harker Heights,TX

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

20
20
years of professional experience

Work History

Advocate4Me Representative

UHC Benefit Operations
07.2022 - Current
  • Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
  • Identifying customer needs and assisting with eligibility, billing, authorization, and explanation of benefits
  • Utilizing active listening and conflict resolution to identify concerns and document appropriately
  • Review and research incoming healthcare claims from members and providers
  • Utilize computer systems Maestro, ICUE, Solutran, etc for comprehensive customer support assistance
  • Assisted in training new hires and offered ongoing support to help them reach their full potential.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Provided valuable input during team meetings, resulting in identification of new opportunities for growth and development within the organization.

Dispatch Supervisor

Pathway Transportation Group LLC
04.2020 - 07.2022
  • Streamlined dispatch operations by implementing efficient scheduling and routing strategies.
  • Improved customer satisfaction, maintaining timely communication with drivers and clients regarding updates or changes in delivery status.
  • Modernized communications systems to improve productivity, reliability and efficiency.
  • Create and maximize capacity by ensuring productive use of all assets, equipment and drivers
  • Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
  • Directed dispatching, routing, and tracking of 5 fleet vehicles.

Associate Consultant

Progressive
01.2019 - 03.2021
  • Answered constant flow of approximately 30-40 incoming customer calls with minimal wait times.
  • Talked with customers to explain all insurance options
  • Collected and updated customer information to ensure coverage was correct
  • Assisted customers in making and receiving payments
  • Entered customer service notes into customer files after any contact for future reference.

Interim Supervisor

Blackboard Student Services
07.2018 - 12.2018
  • Insured implementation of call center policies, operations and performance standards were understood and followed by agents
  • Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service
  • Applies functional and technical expertise and knowledge of performance standards to provide on-the-job training to team members
  • Familiarity with call center management tools, call center monitoring and reporting software.

Help Desk Support

Blackboard Student Services
06.2015 - 07.2018
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Respond to email messages for customers seeking assistance
  • Ask questions to determine nature of problem
  • Walk customers through problem-solving process
  • Properly escalate unresolved queries to next level of support
  • Ensure proper recording, documentation, and closure.

Registered Tax Preparer

H & S Professional Tax Service
10.2013 - 05.2015
  • Help taxpayers by using their federal, state, and local codes and see to it that clients receive maximum benefit permitted under the law of government
  • Prepare or assist in preparing simple to complex tax returns for individuals or small businesses
  • Uncover potential deductions and credits
  • Advise against potential tax liabilities
  • Ensure clients do not pay unnecessary taxes.

Customer Care Representative (Technical Support)

N.E.W Corporation
04.2013 - 10.2013
  • Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gathered customer's information and determine issue by evaluating and analyzing symptoms
  • Researched required information using available resources; followed standard processes and procedures; stayed current with system information, changes, and updates
  • Accurately process and record call transactions using computer and designated tracking software
  • Offer alternative solutions where appropriate with objective of retaining customers' and clients' business.

Customer Service Representative

TeleTech
09.2012 - 01.2013
  • Provided detailed information on services and products to customers
  • Recommended service and product options to meet customer needs
  • Managed service, product, and billing inquiries and complaints
  • Maintained records of all customer interactions and transactions
  • Entered, processed, and expedited customer orders; addressed customer account queries and problems; provided ongoing support to customers.

Library Assistant I, II, & III

North Birmingham Regional Library
02.2004 - 10.2011
  • Coordinated programming and publicity for library
  • Improved, developed, and implemented programming for Adult Department
  • Prepared departmental fliers, newsletters, bulletin boards, and displays
  • Assisted Librarian with community outreach
  • Compiled and corrected records, sorted and shelved books, and issued and received library materials
  • Served as Computer Liaison for regional branches
  • Install, modify, and repair computer hardware and software
  • Clean up computers
  • Run diagnostic programs to resolve problems
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
  • Install computer peripherals for librarians and regional director.

Education

College Coursework - Education, Mathematics

University of Alabama at Birmingham
Birmingham, AL
03.2013

College Coursework - Education, Mathematics

Miles College
Birmingham, AL
09.2010

High school diploma or GED -

G.W. Carver High School
Birmingham, AL
07.1997

Skills

  • Microsoft Office and Help Desk
  • Computer Software and Hardware
  • Word Processing and Typing
  • Time management
  • Collaboration
  • Scheduling and Data entry
  • Customer Service and phone etiquette

Timeline

Advocate4Me Representative

UHC Benefit Operations
07.2022 - Current

Dispatch Supervisor

Pathway Transportation Group LLC
04.2020 - 07.2022

Associate Consultant

Progressive
01.2019 - 03.2021

Interim Supervisor

Blackboard Student Services
07.2018 - 12.2018

Help Desk Support

Blackboard Student Services
06.2015 - 07.2018

Registered Tax Preparer

H & S Professional Tax Service
10.2013 - 05.2015

Customer Care Representative (Technical Support)

N.E.W Corporation
04.2013 - 10.2013

Customer Service Representative

TeleTech
09.2012 - 01.2013

Library Assistant I, II, & III

North Birmingham Regional Library
02.2004 - 10.2011

College Coursework - Education, Mathematics

University of Alabama at Birmingham

College Coursework - Education, Mathematics

Miles College

High school diploma or GED -

G.W. Carver High School

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Carol Little