Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

CARRIE JOLLY

Lubbock,TX

Summary

Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Knowledgeable and dedicated customer service professional with extensive experience in health industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings 14-year background maintaining customer satisfaction and contributing to company success. Proficient in microsoft, Cerner, CPM and Power chart. Successful bilingual referral coordinator with 14 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Customer Service Associate

Pediatric Associates Of Lubbock
Lubbock, TX
10.2008 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Informed customers about special promotions and provided detailed information for various products.
  • Developed and actualized customer service initiatives to decrease wait times.
  • Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
  • Scheduled appointments with specialists on behalf of clients.
  • Called insurance companies to get precertification and other benefits information on behalf of patients.
  • Weighed patient need, provider availability and insurance coverage to determine optimal scheduling.
  • Completed up to 40 referral requests each day for medical provider of UMCP services.
  • Followed up with clients and specialists to inquire about experience and collect reports.
  • Coordinated with medical staff and patients to find cost-effective options for services.
  • Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
  • Oversaw staff development through in-depth trainings, workshops, seminars and other learning opportunities.
  • Coordinated individual referrals to obtain community services, advocated for client needs and resolved roadblocks.

Supervisor

Swift Meat Packing House
Cactus, TX
06.1997 - 01.2007
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Evaluated employee performance and coached and trained to improve weak areas by 75%.
  • Maintained compliance with company policies, objectives and communication goals.
  • Worked with management team to implement proper division of responsibilities.
  • Set overall vision and provided team leadership.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.
  • Introduced team contests and goals to enhance productivity and improve employee morale by 50%.
  • Performed annual evaluations and reviews for large staff of employees.
  • Provided supportive link between external customers and internal operations.
  • Tracked and prepared quarterly reports of sales goals to management.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Developed training, task and process guidelines and communicated clear and concise directions to employees.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.

Education

Business Administration And Management

University of Phoenix
Tempe, AZ

High School Diploma -

Dumas High School
Dumas, TX
05.1997

Skills

  • Upbeat and Positive Personality
  • Exceptional Communicator
  • Courteous with Strong Service Mindset
  • Building Customer Trust and Loyalty
  • Data Entry and Maintenance
  • Understanding Customer Needs
  • Calm and Professional Under Pressure
  • Efficient and Detail-Oriented
  • Responding to Difficult Customers
  • Customer Data Confidentiality
  • Spanish Speaking
  • Inbound and Outbound Calling
  • Document and Records Management

Certification

  • Certified Medical Assistant, Pediatric Associates of Lubbock - 9 yrs
  • Notary-10 yrs

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Customer Service Associate

Pediatric Associates Of Lubbock
10.2008 - Current

Supervisor

Swift Meat Packing House
06.1997 - 01.2007

Business Administration And Management

University of Phoenix

High School Diploma -

Dumas High School
CARRIE JOLLY