Summary
Overview
Work History
Education
Skills
Awards
References
Timeline
Generic

Carrie Siggal

Raytown,MO

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

10
10
years of professional experience

Work History

Customer care advocate

EVERGY
06.2016 - Current
  • Answer a minimal of 700 customers calls a month inquiring about billing, repair updates and outages
  • Demonstrate a strong commitment to customer service by following up on calls and ensuring superior results while maintaining positive company image
  • Quickly analyze customer concerns and questions while balancing company revenue concerns.
  • Mentored new hires by sharing knowledge and providing guidance, contributing to a more competent and cohesive team overall.
  • Collaborated with team members to achieve shared goals in improving overall customer experience.
  • Worked closely with other departments when necessary to address interrelated concerns affecting customer experience.

Supervisor

Sprint
01.2015 - 04.2016
  • Managed up to 60 representatives for multiple lines of business including Customer Care, Retention, Floor Support, and Command Center Sale Support.
  • Served as Point of Contact for implementation of special projects and Product rollouts.
  • Maintained or exceeded goals in key metrics across three lines of business on a monthly basis.
  • Responsible for day to day coaching of metrics and behaviors for all reporting representatives.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • 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.
  • Monitored workflow to improve employee time management and increase productivity.

Quality Specialist

Apria
03.2014 - 01.2015
  • Pre-screened medical supply applicants for continuous positive airway pressure medical supplies
  • Created, updated, stored and maintained records though databases, and scheduled appointments
  • Identified, resolved, and advised higher management of unresolved issues while working as a contact representative for authorization request.
  • Collaborated with cross-functional teams to identify process improvements, resulting in increased production efficiency and cost savings.
  • Assisted in the implementation of a continuous improvement culture, contributing to company-wide improvements in productivity and waste reduction.

Education

Associates in Computer Networking -

ITT Technical
Kansas City, MO
01.2011

Skills

  • Active Learning
  • Call center experience
  • Data entry proficiency
  • Complaint Handling
  • Dispute Resolution
  • Coaching abilities
  • Follow-up skills
  • Empathy Display
  • Assertiveness

Awards

  • Recipient of the Achievers Club (3)
  • Recipient of the Presidents Club (1)
  • Recipient of the Crown Perks (1)

References

References are available on request.

Timeline

Customer care advocate

EVERGY
06.2016 - Current

Supervisor

Sprint
01.2015 - 04.2016

Quality Specialist

Apria
03.2014 - 01.2015

Associates in Computer Networking -

ITT Technical

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Carrie Siggal