Carrie Copeland
West Valley City,UT
Summary
Accomplished Operations Support Manager with a proven track record at UMR, excelling in client relations and staff development. Leveraged Microsoft Office expertise and dynamic communication skills to enhance customer satisfaction and team performance. Demonstrated exceptional ability in resolving complex customer issues, leading to significant improvements in client retention and service quality.
Overview
22
22
years of professional experience
Work History
Operations Support Manager
UMR
04.2016 - Current
- Provided medical claim and benefit support to multiple clients.
- Investigated claim issues to determine causes and develop solutions.
- Developed and implemented strategies to maximize customer satisfaction.
- Developed and maintained relationships with clients.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Customer Service Team Lead
UMR
02.2015 - 04.2016
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Evaluated customer service staff performance and provided constructive feedback.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Researched issues to obtain appropriate answers to customer inquiries.
Customer First Representative
UMR
06.2013 - 03.2015
- Responded to customer questions via telephone regarding insurance benefits, provider contracts, eligibility, and claims.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Quality and Cost Analyst
UPS Freight
10.2002 - 01.2013
- Provided office spend reports to management.
- Provided quality metrix reports to management.
- Evaluated subcontractor bids to obtain best value for projects.
- Developed and maintained database of cost information to use most up-to-date and relevant data in estimates.
- Reviewed and approved invoices and payments, verifying accuracy of expenses.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Reviewed associate performance to identify training needs.
- Identified and resolved discrepancies and errors in cost reporting.
- Educated staff on strategies for handling difficult customers and challenging situations.
Education
Bachelor of Arts - Computer Science
Thomas Edison State University
Trenton, NJ07-2017
Skills
- Staff development
- Goal attainment
- Microsoft office suite expert
- Staff training
- Client relations
- Customer service
- Staff retention
Timeline
Operations Support Manager
UMR
04.2016 - Current
Customer Service Team Lead
UMR
02.2015 - 04.2016
Customer First Representative
UMR
06.2013 - 03.2015
Quality and Cost Analyst
UPS Freight
10.2002 - 01.2013
Bachelor of Arts - Computer Science
Thomas Edison State University
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