Carolyn McBride
mcbridecea@gmail.com
Summary
A highly motivated individual with unparalleled interpersonal and customer service skills. Possesses excellent analytical, problem solving and organizational capabilities, with an in-depth knowledge of customer and property management, event planning and administrative experience. Demonstrated an ability to work independently with minimal direction and a dedication to the highest levels of confidentiality, ethical, professional and personal excellence in a fast-paced multi-market environment.
Overview
11
11
years of professional experience
Work History
Customer Service Specialist/Membership Services Representative
Anthem Blue Cross / Elevance Health
Woodland Hills, CA
11.2017 - Current
- Accurately processes and handles all membership eligibility inquiries, and provides expert guidance to internal and external clients in resolving membership issues.
•Utilizes multiple applications and databases to maintain accuracy of member information system.
•Provides feedback to supervisor or management on matters relating to membership eligibility, including process improvements or policy/procedure change.
•Keeps abreast of changes in eligibility requirements and notifies appropriate personnel.
•Remains current with policies and procedures, and any changes that develop in the health care industry. - Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service and Sales Representative
Sears Holdings
West Hills, CA
04.2015 - 07.2017
- Provided expert customer service to Sears' client base by handling inbound sales calls, identifying customers' needs and offering the best solutions for contract renewals.
- Met or exceeded monthly sales performance metrics by proactively converting leads into sales.
- Ensured all contract renewals were accurate and easy to understand for customers. Timely escalated any customer-related issues to the Manager.
- Supported individual sales and service quality goals with a consistently high quality call score and an average close rate of 60% or higher
Leasing Tenant Coordinator/ Asst. Property Mgr/Admin
(at offices of Pinnacle Estate Properties)
Encino, CA
06.2013 - 04.2015
- Built and maintained superior professional customer service relationship with prospective residents.
- Leased apartments; showed apartments and answered prospective residents’ questions about pricing.
- Drafted simple lease renewals and amendments for review by senior staff; Review and process all executed leases, lease amendments, lease renewals and notice/address changes.
- Created and maintained electronic and paper tenant folders, create/update tenant and property information in Yardi. Coordinated maintenance and other support as needed.
- Acts as single-point-of-contact with client for all service delivery concerns. Establishes and maintains strong working relationships with clients, their landlords and tenants. Facilitates fast, accurate and efficient new account transition.
- Conducts periodic meetings with clients to review satisfaction with current services and discuss potential needs for expanded service.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Senior Collector
Bank of America
Westlake, CA
03.2011 - 05.2013
- Worked in call center environment handling a high volume of inbound calls.
- Awarded Top Performer MVP for Quarter; received weekly Rewards for Top Collections over $100K. Worked an established list of accounts on an automated collections system and/or autodial in a fast paced Collections/Risk Operations environment with the routine inbound/outbound collections call process.
- Performed collections, customer servicing and other loss mitigation or recovery activities to reconcile payments and establish full balance repayment plans, settlements. or payment plan arrangements to cure delinquent accounts.
- Contacted delinquent, charged-off, or high-risk customers to secure payment and determine reason for delinquency on active loan/accounts.
Education
Long Island University
BrooklynSkills
- (2013 Microsoft Office: Word Excel Outlook Adobe
- Rent Roll YARDI Property Management
- IS400 iPortal Lamp
- Client-focused Results-oriented
- IS4 Portal; Call Center Solution
- Ability to think quickly, strategically and solve problems
- Ability to immediately build rapport with all types of people over phone
- Excellent listening skills
- Expert phone communicator with ability to articulate points clearly and efficiently
- Care about helping people and providing best experience
- Coachable and eager to learn
- Complaint resolution
Affiliations
ToastMasters, Woodland Hills, CA Participation in a unique and proven program for developing stronger communication and leadership skills in a positive and supportive atmosphere within a community of learners. Developed a confident voice while learning to tell a story with confidence.
Timeline
Customer Service Specialist/Membership Services Representative
Anthem Blue Cross / Elevance Health
11.2017 - Current
Customer Service and Sales Representative
Sears Holdings
04.2015 - 07.2017
Leasing Tenant Coordinator/ Asst. Property Mgr/Admin
(at offices of Pinnacle Estate Properties)
06.2013 - 04.2015
Senior Collector
Bank of America
03.2011 - 05.2013
Long Island University
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