Carrie Tetro
Lewiston
Summary
Dedicated Customer Service Specialist delivering outstanding support and ensuring customer satisfaction. Skilled in identifying and implementing effective solutions while managing high call volumes and fostering positive client relationships. Recognized for effectively handling escalated issues and enhancing team performance in fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Client Service Professional
H&R Block
Auburn
01.2026 - Current
- Greeted clients warmly to create a welcoming office environment.
- Coordinated phone communications to ensure timely client service and responses.
- Assisted clients in understanding and using digital products for better access.
- Conducted follow-ups with past clients to strengthen engagement and satisfaction.
- Scheduled and confirmed appointments while assisting with clerical tasks.
- Processed payments and maintained office cleanliness to support operations.
- Scanned documents efficiently to enhance administrative workflows.
- Assisted tax professionals by delivering critical operational support.
Branch Operations Manager
Auto Parts International
South Portland
05.2025 - 12.2025
- Direct daily branch operations, overseeing sales counter, warehouse, and delivery logistics.
- Managed delivery fleet scheduling and optimized routes to ensure compliance with Bringg and on-time delivery standards.
- Oversee inventory control, cycle counts, shrink reduction, and vendor/core returns to maintain integrity and fill rates.
- Tracked and reported KPIs, including on-time delivery %, inventory variances, shrink, and customer satisfaction scores to inform operational decisions.
- Resolve escalated customer issues, ensuring service quality and retention of key B2B accounts.
- Coach, train, and evaluate drivers and counter staff; conduct safety and compliance meetings.
- Enforced company policies related to fuel card use, no-idling, and assigned work areas, maintaining team accountability through sign-off sheets and huddles.
Outbound Sales Representative
Autopart International
Concord
07.2024 - 05.2025
- Managed inbound and outbound customer calls, delivering exceptional service and swiftly resolving issues to enhance customer satisfaction.
- De-escalated escalated calls from dissatisfied customers, effectively resolving concerns and restoring customer trust.
- Maintained a high level of professionalism and empathy while addressing customer concerns and complaints.
- Developed strong product knowledge across multiple lines of business to effectively address customer inquiries or concerns.
- Collaborated with other stores and departments such as credit to resolve complex customer issues.
- Maintained up-to-date knowledge of industry trends, products, services, promotions, and company policies.
- Collaborated with team members to exchange best practices, driving improvements in call center performance.
- Assisted in the training of new call center agents, providing guidance on company policies, procedures, and product knowledge.
- Outside sales representatives engaged in promoting and selling automotive parts and accessories.
Assistant Manager
Autopart International
Manchester
09.2021 - 07.2024
- Primarily responsible for helping supervise a location which sources, stocks, sells, and delivers auto parts to local installers and other potential sellers of auto parts.
- Trained and developed store team members, enhancing overall team performance and customer service.
- Maximized sales potential by identifying and implementing new sales strategies.
- Collaborated with the store manager to meet sales and gross profit objectives.
- Continually train and coach store personnel thru both positive reinforcement and constructive criticism.
- Responsible for Supervision of drivers, including writing and delivering performance appraisals and ensuring weekly Driver Safety Meetings take place.
- Set both long term as well as short term goals for the store and employees.
- Ensure inventory integrity and minimize shrinkage.
- Maintain proper inventory levels through ordering, returns and proper analysis.
- Ensured timely deliveries by coordinating dispatching and effectively utilizing two-way radios.
- Ensured accurate processing and return of vendor items.
- Ensured customers received credit copies of their returns.
- Delivered daily paperwork to office efficiently.
- Assist corporate departments with any questions or concerns they may have.
- Maintain cataloging integrity.
- Finalized all end-of-month documentation and processes.
- Conducts weekly meetings with drivers.
- Constantly communicate with team members and encourage smooth communication flow between all employees and company departments.
- Openly support and enforce all company policies, procedures, and guidelines.
- Learn the manager's position in order to be able to cover in his absence and to allow personal growth.
- Inspire team work and lead by example.
Commercial Manager
Advance Auto Parts
Salem
06.2017 - 02.2021
- Engaged regular and prospective customers to demonstrate products, clarify features, and secure orders.
- Recommend products to customers, based on customers' needs and interests.
- Coordinated and managed the logistics for product deliveries to ensure timely arrival at customer locations.
- Consulted with clients post-sale to address concerns and provide ongoing support.
- Resolve customer complaints regarding sales and service.
- Executed administrative duties, including preparing sales budgets and reports, maintaining sales records, and filing expense account reports.
- Gathered and verified credit information for potential customers to assess their purchasing eligibility.
Appeals Processor
Cigna
Hooksett
03.2016 - 06.2018
- Reviewed and adjudicated claims and adjustments to ensure accuracy.
- Resolved claims edits and addressed suspended claims to expedite processing.
- Reviewed and interpreted payer contracts to ensure accurate payments and necessary adjustments.
- Ability to read and interpret Explanation of Benefits, Payer Remits.
- Ability to calculate claims for expected Reimbursements and Contractual Adjustments.
- Ensured adherence to state and federal collection regulations.
- Maintained and updated reference materials to support accurate claims adjudication.
Customer Account Executive 2
Comcast
Hudson
11.2014 - 03.2016
- Identified and leveraged opportunities to increase business revenue.
- Consulted with customers to understand desires and suggest best products to meet needs.
- Satisfied customers every day with fast, friendly, and knowledgeable support.
- Resolved problems by collecting information and developing effective solutions.
- Improved area operations by sharing customer feedback and contributing actionable ideas.
- Met targets consistently by working hard and with strong attention to detail.
- Reviewed activities regularly to identify opportunities for improvement.
- Developed and implemented database sales tracking, enabling improved understanding of product profitability and inventory needs.
Parts Pro/Delivery Driver
Advance Auto Parts
Hooksett
10.2013 - 11.2014
- Followed prescribed routes and time schedules to meet 100% on-time delivery.
- Operated delivery vehicles in a safe and efficient manner without accidents.
- Delivered packages to customers' doors and collected payments, ensuring all items were handled efficiently.
- Enhanced customer service by reviewing orders pre-delivery to ensure completeness and accurate invoicing.
- Addressed customer complaints, proactively seeking resolution to ensure repeat business.
- Collaborated with customers to identify and fulfill unique product needs.
- Connected with prospective clients to cultivate new business opportunities.
Education
High school diploma -
Concord High School
Concord, NH06.1996
Skills
- Client management
- CRM software
- Customer engagement
- Appointment scheduling
- Payment processing
- Delivery fleet management
- Customer relationships
- Customer and vendor relations
- Effective communication
- Conflict resolution
- Opening procedures
- Logistics coordination
- Inventory control
- Product knowledge
- Safety protocol
- Sales management
- Document scanning
Certification
Driver's License
Personal Information
- Available: Willing to relocate: Anywhere, Authorized to work in the US for any employer
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Timeline
Client Service Professional
H&R Block
01.2026 - Current
Branch Operations Manager
Auto Parts International
05.2025 - 12.2025
Outbound Sales Representative
Autopart International
07.2024 - 05.2025
Assistant Manager
Autopart International
09.2021 - 07.2024
Commercial Manager
Advance Auto Parts
06.2017 - 02.2021
Appeals Processor
Cigna
03.2016 - 06.2018
Customer Account Executive 2
Comcast
11.2014 - 03.2016
Parts Pro/Delivery Driver
Advance Auto Parts
10.2013 - 11.2014
High school diploma -
Concord High School