Carolyn Howard-Carnegie
Englewood,OH
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CareSource
09.2017 - 11.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved provider complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for providers.
- Responded to provider requests for specific information as it related to members claims, eligibility, and benefits.
- Assisted providers in navigating company website.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Care Representative
Victoria Secret
11.2013 - 06.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
Education
Associate of Applied Science - Business Administration
Sinclair Community College
Dayton, OH12-1992
Skills
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- Relationship building
- Call center experience
- Complaint resolution
- Customer satisfaction measurement
- Computer proficiency
- De-escalation techniques
Certification
- Microsoft Office Specialist (MOS) - Microsoft.
Timeline
Customer Service Representative
CareSource
09.2017 - 11.2024
Customer Care Representative
Victoria Secret
11.2013 - 06.2017
- Microsoft Office Specialist (MOS) - Microsoft.
Associate of Applied Science - Business Administration
Sinclair Community College
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