Carolyn Wiese
Norfolk,VA
Summary
Dynamic professional with a proven track record at CMA CGM, excelling in customer service and issue resolution. Adept at data analysis and maintaining client relations, I consistently exceeded KPIs while ensuring seamless communication and operational efficiency. My proactive approach and attention to detail drive successful outcomes in fast-paced environments.
Overview
25
25
years of professional experience
Work History
Premium Client Solutions Representative
CMA CGM
Norfolk, VA
01.2023 - 04.2025
- Delivered timely Tier 1 support by handling inbound calls and emails, meeting or exceeding KPIs while maintaining positive customer relationships and ensuring clear communications of updated and notices to customers.
- Monitored shipments by utilizing rail and terminal websites to provide accurate status updates.
- Managed new bookings, ratings, and shipment modifications via email, phone and internal systems to ensure smooth operations.
- Communicated critical shipment details, including schedules, equipment availability, routing delays, customs clearance and vessel arrivals, keeping all parties informed.
- Acted as liaison between internal teams and customers, resolving issues and prioritizing urgent cases to minimize service failures
Data Integrity Analyst
Paradigm Inc.
Virginia Beach, VA
02.2012 - 11.2022
- Analyzed and verified large data sets for inconsistencies against established standards using in-house tools.
- Troubleshot anomalies within data sets to ensure accuracy and integrity.
- Utilized Microsoft Excel and other applications to manage data effectively.
Perishables Assistant
Target
Chesapeake, VA
08.2009 - 02.2012
- Ordered fresh produce and meat for timely store replenishment.
- Maintained stock levels of perishables and ensured cleanliness of work areas.
- Assisted customers to enhance shopping experience.
- Organized backroom storage areas for easy access to perishables inventory.
Audit & Recovery Specialist II
ValueOptions
Norfolk, VA
04.2007 - 02.2009
- Validated and recovered overpaid funds while adhering to state and client requirements.
- Communicated with clients through written and verbal correspondence to resolve inquiries.
- Documented all recoveries daily in database for accurate tracking.
- Prepared and submitted daily and weekly recovery reports to management.
Audit & Recovery Specialist I
ValueOptions
Norfolk, VA
05.2005 - 04.2007
- Identified overpayments on claims utilizing overpayment reports and collaboration with claims staff.
- Documented daily recovery activities in a centralized database.
- Prepared and submitted weekly and monthly recovery reports to management.
Claims Auditor
ValueOptions
Norfolk, VA
01.2002 - 05.2005
- Review and report accuracy and appropriateness of action for all functions within the claims department.
- Audit selected processed claims to determine accuracy statistics.
- Make recommendations for changes to existing policies and procedures.
Claims Processor
ValueOptions
Norfolk, VA
05.2000 - 01.2002
- Executed processing of behavioral health claims while fulfilling department standards, maintaining financial and administrative accuracy as well as productivity
Education
A.S. - Business Administration
Tidewater Community College
Virginia Beach, Virginia01.1990
Skills
- Customer service and support
- Issue resolution and problem solving
- Communication skills
- Time management and multitasking
- Attention to detail and organization
- Inventory management
- Client relations and engagement
- Data analysis and reporting
- Initiative and proactive approach
- Microsoft Office proficiency
Accomplishments
- Exceeded weekly call response KPIs by answering calls in under 6 seconds (KPI:15 seconds), improving overall customer satisfaction.
Timeline
Premium Client Solutions Representative
CMA CGM
01.2023 - 04.2025
Data Integrity Analyst
Paradigm Inc.
02.2012 - 11.2022
Perishables Assistant
Target
08.2009 - 02.2012
Audit & Recovery Specialist II
ValueOptions
04.2007 - 02.2009
Audit & Recovery Specialist I
ValueOptions
05.2005 - 04.2007
Claims Auditor
ValueOptions
01.2002 - 05.2005
Claims Processor
ValueOptions
05.2000 - 01.2002
A.S. - Business Administration
Tidewater Community College
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