Carrie Siggal
Kansas City
Summary
Experienced and Dynamic customer service professional with a proven ability to deliver exceptional support in fast-paced, high-volume environments—both onsite and remotely. Recognized for surpassing service goals, expertly managing customer inquiries, and resolving complex issues with empathy and efficiency. Adept at handling remote requests, leveraging strong organizational and time management skills to ensure seamless customer experiences. Demonstrated success in mentoring teams, collaborating across departments, and consistently maintaining a positive company image.
Overview
17
17
years of professional experience
Work History
Customer Care Advocate (Remote)
Evergy
Raytown, MO
06.2016 - 04.2025
- Resolved customer inquiries and issues to enhance satisfaction and retention.
- Streamlined complaint resolution processes, improving response times and service quality.
- Educated customers on services, fostering understanding and efficient usage of resources.
- Analyzed customer feedback to identify trends, recommending strategic improvements to leadership.
- Used effective time management strategies to handle fluctuating workloads without sacrificing quality or accuracy.
- Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
- Improved customer satisfaction by addressing and resolving complaints efficiently.
- Educated customers on product features, benefits, and usage, resulting in higher user satisfaction.
Customer Service Supervisor
Sprint
Lenexa, KS
01.2015 - 04.2016
- Supervised daily operations to enhance customer satisfaction and service efficiency.
- Trained and mentored team members on best practices in customer service protocols.
- Implemented performance metrics to track team productivity and improve service delivery.
- Resolved escalated customer issues, ensuring timely and effective solutions.
- Collaborated with cross-functional teams to streamline processes and enhance communication.
- Led initiatives aimed at improving employee engagement and retention within the department.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Quality Specialist
Apria Healthcare
Lenexa, KS
03.2014 - 01.2015
- Coordinated patient care plans to enhance service delivery and improve outcomes.
- Pre-screened medical supply applicants for continuous positive airway pressure medical supplies.
- 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.
Senior Customer Support Specialist
Sprint
Lenexa, KS
01.2008 - 03.2014
- Resolved complex customer inquiries, ensuring high satisfaction rates through effective problem-solving techniques.
- Mentored junior support staff, enhancing team performance and improving service delivery standards.
- Analyzed customer feedback to identify trends, driving enhancements in service processes and product offerings.
- Developed training materials for new employees, streamlining onboarding process and increasing knowledge retention.
- Mentored junior team members, fostering professional growth and development within the department.
- Delivered outstanding service on escalated calls, resulting in satisfied customers who provided positive testimonials.
- Served as an authoritative resource for colleagues seeking expert advice on complex technical problems or procedural guidelines.
- Developed comprehensive training materials to improve team knowledge and performance in various areas of customer support.
Education
No Degree - Computer Networking
ITT Technical Institute
Kansas City, MOSkills
- Active learning
- Call center experience
- Data entry proficiency
- Complaint handling
- Time management
- Multitasking and organization
- Active listening
- Problem resolution
- Customer relationship management
- Call handling
- Email correspondence
- Reliability
- Computer skills
- Self motivation
Accomplishments
Selected to participate in a temporary assistance program in the Philippines, where I trained staff and successfully launched two new call center sites, ensuring operational readiness and high-quality customer service from day one.
Timeline
Customer Care Advocate (Remote)
Evergy
06.2016 - 04.2025
Customer Service Supervisor
Sprint
01.2015 - 04.2016
Quality Specialist
Apria Healthcare
03.2014 - 01.2015
Senior Customer Support Specialist
Sprint
01.2008 - 03.2014
No Degree - Computer Networking
ITT Technical Institute