Summary
Overview
Work History
Education
Skills
Timeline
Generic

Carol Mcallister

Coward

Summary

Experienced customer service representative with a diverse background in customer service. Successfully delivers exceptional service and cultivates positive relationships with customers. Proficient in resolving issues and addressing concerns, always striving to exceed expectations with top-notch service. Recognized for friendly demeanor and adaptability, dedicated to ensuring customer satisfaction and fostering a positive experience for all.

Overview

24
24
years of professional experience

Work History

Senior Advocate

Florida BCBS
08.2018 - Current
  • Ensures effective customer relations by responding accurately, timely and courteously to telephone and written inquiries
  • Accurately documents inquiries
  • Initiates or processes adjustments or performs other research as needed to resolve inquiries
  • Coordinates with other departments to resolve problems
  • Responds to, researches and/or assists with priority inquiries and special projects as required by management
  • Provides feedback to management regarding customer problems, questions and needs
  • Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management
  • Follows through on complaints until resolved or reports to management as needed
  • Maintains basic knowledge of quality work instructions and company policies

TechSupp

Teleperformance (Apple)
05.2019 - 08.2019
  • Serve as the first point of contact for customers seeking technical assistance over the phone
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Direct unresolved issues to the next level of support personnel

Substitute Teacher

Kelly Services Inc
05.2009 - 05.2018
  • Taught diverse subjects for grades K-8, successfully delivering seamless teaching in absence of a regular teacher
  • Utilized technology to enhance student education and grasp of materials
  • Instructed, tutored and mentored individual students
  • Worked with the principal's office on disciplinary and safety issues

Customer Care Agent

DS Services
06.2015 - 05.2017
  • Able to perform multitasking
  • Assisted clients with service or billing matters
  • Customer service ethics Inbound customer service support
  • Transferred urgent calls to appropriate departments
  • Updated clients contact information and other details in the customer database

Independent Contractor (Work from home)

Security Guarantee
08.2009 - 06.2015
  • Able to perform multitasking
  • Assisted clients with service or billing matters
  • Assisted customers with order placement
  • Customer service ethics Inbound customer service support
  • Outbound customer service support
  • Able to coordinate with other departments
  • Application and development of policies and procedures
  • Conduct supervisor phone calls dealing with critical customer issues
  • Coordinate with workforce for schedule management
  • Managed overall financial management and planning
  • Proper handling of customers complaints
  • Scheduled crew working hours and shift rotation
  • Diagnosed and resolved technical software and hardware issues by evaluating and analyzing symptoms
  • Followed up with customers and made scheduled callbacks where necessary

Intervention Specialist

Life Skills High School
06.2007 - 08.2009
  • Conduct student evaluation
  • Foster relationships with the students and parents
  • Management Career awareness and create individual student plan for growth and development
  • Organizational planning and test-taking skills
  • Provide career planning

Special Education Teacher

Rosemary Middle School
08.2005 - 06.2007
  • Conduct student evaluation
  • Foster relationships with the students and parents
  • Monitor performance of class and individual students
  • Supervise extra-curricular activities
  • Academic support intervention
  • Create individual student plans for growth and development
  • Organizational planning and test-taking skills

Case Manager Supervisor

Pee Dee Mental Health
12.2000 - 08.2005
  • Applied evidence-based criteria and objective clinical judgment in assessing, planning, implementing, and evaluating care
  • Assessed patient need, designed a care plan, implemented said plan, and evaluated patient response
  • Co-facilitated group sessions
  • Conducted individual and group psychotherapy
  • Cooperated with the treatment team, completing patient assessments
  • Held training sessions for staff
  • Hired staff and formed teams within the department
  • Mentored new hires to ensure a smooth transition to a new system
  • Provided ongoing support to case managers in crisis situations, guiding them through problem-solving strategies and promoting best practice approaches.

Education

Master of Arts - Counseling

Liberty University
Lynchburg
09-2003

Skills

  • Excellent verbal communications skills
  • Strong desire to serve others
  • Ability to accept and learn from criticism
  • Attention to details
  • Able to influence others
  • Active listening skills
  • Problem solver
  • Able to perform with minimal supervision
  • Professionalism

Timeline

TechSupp

Teleperformance (Apple)
05.2019 - 08.2019

Senior Advocate

Florida BCBS
08.2018 - Current

Customer Care Agent

DS Services
06.2015 - 05.2017

Independent Contractor (Work from home)

Security Guarantee
08.2009 - 06.2015

Substitute Teacher

Kelly Services Inc
05.2009 - 05.2018

Intervention Specialist

Life Skills High School
06.2007 - 08.2009

Special Education Teacher

Rosemary Middle School
08.2005 - 06.2007

Case Manager Supervisor

Pee Dee Mental Health
12.2000 - 08.2005

Master of Arts - Counseling

Liberty University

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Carol Mcallister