Summary
Overview
Work History
Education
Skills
Community Service
Timeline
Generic

CAROL MARIE PAGAN

Racine,WI

Summary

Dedicated and spirited with a passion to help others. Experience in working with diverse populations. Exceptional communicator, known for empathetic interactions and the ability to build rapport and trust with clients. Enthusiastic for opportunities for personal growth and development to make a positive impact in the lives of others.

Overview

27
27
years of professional experience

Work History

Wisconsin Provider Operations Coordinator

ACC Premiere
01.2025 - Current
  • Handle inbound phone calls from clients to assist with their non-emergency medical transportation
  • Use technology to pioneer new operational models to help make transportation more powerful and more reliable for the healthcare industry
  • Help to solve one of the nation’s growing healthcare challenges
  • Ensuring patients get to and from their medical appointments, safely and on time.
  • Consult with customers to understand their needs and determine the best option.
  • Have excellent verbal communication skills
  • Ability to adapt to different types of customers and use positive language to represent yourself and the Company
  • Use excellent customer service skills to handle escalated customer interactions

Prepaid Fraud Specialist, contract BOFA

TTEC USA, Work from Home
04.2020 - 05.2024
  • Answered incoming calls from clients and other department agents.
  • Provided high risk verification for clients and other departments.
  • Delivered empathy, helpful rapport, gained trust from clients.
  • Worked with fraud victims, assisted in next steps, provided resources.
  • Documented communication, findings, concerns, explanations, conclusions.
  • Solution focused practice, motivational ability to create hope.

Internship, MSW Degree

Racine Public Library, Racine, WI
08.2019 - 05.2020
  • Engaged with all patrons that visited library, built rapport and trust.
  • Discussed patrons needs, linked with appropriate community resources.
  • Collaborated and provided a warm handoff to other agencies for services.
  • Helped provide a positive cultural shift for staff to better serve patrons.
  • Compiled statistics, data on outcomes and impact, number of individuals served.

Parent Aide

Devereux Advanced Behavioral Health, Tucson, AZ
12.2014 - 02.2017
  • Facilitated court ordered family visits for children in foster care.
  • Transported children to and from visits, offered emotional support.
  • Proactively worked closely with Child Protective Services.
  • Ensured coordination of services, case plans, submitted timely documentation.

Receptionist, Administrative Assistant

Dahl, Robins & Associates, Inc., Yuma, AZ
02.2004 - 04.2008
  • Responsible for providing administrative and secretarial support for 2 Principals and 21 employees.
  • Served as a liaison with clients and vendors resolution of day-to-day administrative tasks.
  • Provided customer service to clients and office staff to ensure proper and smooth workflow.
  • Recalculated all employee timecards, solved any administrative problems and queries.
  • Coordinated with Clients, City and County Engineers, Contractors, submitted all proper documentation for development.

Receptionist, Assistant Payroll Administrator

DPE Construction, Yuma, AZ
09.2003 - 02.2004
  • Assisted staff of over 50 employees with assigned clerical project-based work, fax, copy, filing.
  • Greeted customers, answered phone calls, provided information, routed calls to personnel.
  • Compiled time-card statistics for certified payroll process with government contract resources.
  • Supported office manager for the purpose of training to cover position.

Customer Service Representative

Verizon Wireless Retail Store, Yuma, AZ
06.2003 - 02.2004
  • Provided exceptional face to face customer service, maintained a professional demeanor.
  • Ensured customer satisfaction through active listened and effective problem-solving skills.
  • Answered inquiries, resolved issues related to billing, service, and technical support.
  • Promoted Verizon products and services.
  • Maintained a comprehensive understanding of Verizon's current offers and policies.
  • Assisted Manager with inventory process and resolve with discrepancies.
  • Returned phone calls to clients with questions and or concerns.

Special Education, Department Secretary

Kofa High School, Yuma, AZ
08.2002 - 06.2003
  • Managed budget for the department regarding teaching resources, educational materials, office supplies.
  • Supported Department Chair, prepared correspondence, scheduled IEP appointments with parents.
  • Created organized filing system to assist in office efficiency.
  • Managed and maintained student registrar database per State regulations.
  • Collaborated daily with all staff and other departments in the High School for proper operational flow.
  • Represented Special Education Department in monthly department chair meetings.
  • Provided updates to Department Chair and staff.
  • Covered front desk receptionist, answered phones, greeted parents and staff.

Distribution Customer Service Representative

Gowan Company, Yuma, AZ
10.1998 - 07.2002
  • Processed all customer orders for shipping and receiving of products throughout SW CA, AZ.
  • Coordinated the distribution of products to company warehouses.
  • Forecast distribution of products for company warehouses based on projected sales.
  • Monitored all inventory transactions monthly and yearly to ensure no discrepancies.
  • Assured that all daily sales transactions were posted correctly.
  • Maintained renewal registration of products per State regulations.
  • Updated and created all sale sheets related to pricing for the purpose of distribution.
  • Assisted secondary distribution CSR with all customer orders throughout the U.S.
  • Provided feedback to sales representatives regarding customer satisfaction.

Education

MSW -

Our Lady of the Lake University
San Antonio, TX
05.2020

Skills

  • -Patience -Communication -Active Listening -Empathy -Cultural Sensitive -Motivational Interviewing -Reliable -Professional -Team Member -Solution Focused -Resource Oriented -Critical Thinking -Technology
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Community Service

Ascension Hospital, Behavioral Health, Volunteer

Timeline

Wisconsin Provider Operations Coordinator

ACC Premiere
01.2025 - Current

Prepaid Fraud Specialist, contract BOFA

TTEC USA, Work from Home
04.2020 - 05.2024

Internship, MSW Degree

Racine Public Library, Racine, WI
08.2019 - 05.2020

Parent Aide

Devereux Advanced Behavioral Health, Tucson, AZ
12.2014 - 02.2017

Receptionist, Administrative Assistant

Dahl, Robins & Associates, Inc., Yuma, AZ
02.2004 - 04.2008

Receptionist, Assistant Payroll Administrator

DPE Construction, Yuma, AZ
09.2003 - 02.2004

Customer Service Representative

Verizon Wireless Retail Store, Yuma, AZ
06.2003 - 02.2004

Special Education, Department Secretary

Kofa High School, Yuma, AZ
08.2002 - 06.2003

Distribution Customer Service Representative

Gowan Company, Yuma, AZ
10.1998 - 07.2002

MSW -

Our Lady of the Lake University

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