Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Software
Certification
Timeline
Hi, I’m

Carrie White

Administrative Support
Lewisburg,TN
Carrie White

Summary

Seasoned professional with 27 years of customer service and administrative support experience. Having managed projects, coordinated schedules, supervised teams, and supported detailed record keeping. Expertly proficient with Microsoft 365 and highly knowledgeable in all office clerical duties. A dedication to excellence in customer service, meticulous organization, and a thirst for learning. Thrive under pressure and in fast-paced environments while meeting critical deadlines.

Overview

30
years of professional experience
1
years of post-secondary education

Work History

Employnet
Tullahoma, TN

Remote Customer Service Representative
11.2023 - 01.2024

Job overview

  • Assisted customers with account set-up and funding of their tap-to-pay system cards including loading transit cards as instructed by the customer.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Offered comprehensive product knowledge to customers, empowering them to make informed decisions about the management of their accounts.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.

Wesley Financial Group
Franklin, TN

Customer Care Advocate
02.2023 - 05.2023

Job overview

  • Prepared written correspondence in the form of formal letters and emails using Microsoft Word and Google Workspace for clients to present to companies to assist with them being let out of their contracts.
  • Managed caseload of 100+ clients ensuring that all were contacted as required by company policy as well as any additional communication necessary for the client to understand and be comfortable with the cancellation process.
  • Used Salesforce to keep client files up-to-date and accurate.
  • Performed ongoing audit of client files to ensure all necessary information was present as well as an initial review of all new client files directly upon assignment from the onboarding team and contacting client to retrieve any missing information.
  • Performed one-on-one coaching calls with clients to walk through what a call to the contracted company would be like, including what topics to avoid and which should be addressed. Role-played with clients til they felt comfortable expressing their grievances.

Fanueil
Lewisburg, TN

Remote Customer Service Representative
08.2022 - 11.2022

Job overview

  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked effectively in fast-paced environments.
  • Organized and detail-oriented with a strong work ethic.
  • Passionate about learning and committed to continual improvement.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Goldfish Swim School - Franklin
Franklin, TN

Deck Supervisor/Customer Service Representative
01.2020 - 04.2022

Job overview

  • Reviewed student progress reports with parents, addressed any concerns, handled evaluations of students for appropriate level.
  • Supervised team of 18 employees, promoting positive work environment through effective communication, active engagement and hands-on assistance while assuring adherence to company curriculum & policy.
  • Maintained safety of all persons within pool deck by coordinating lifeguards and monitoring class control.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Kept high average of performance evaluations over length of employment.
  • Collaborated with Management and Lifeguards to achieve safe and happy shift.

IBEX Global
Spring Hill, TN

Technical Support Call Center Representative
07.2019 - 10.2019

Job overview

  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Managed elevated levels of call flow and responded to smartphone technical support needs.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.

Arby's Restaurant
Lewisburg, TN

Customer Service Team Member
12.2018 - 04.2019

Job overview

    • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
    • Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.

Rock Market LLC
Lewisburg, TN

Customer Service Associate
08.2017 - 10.2018

Job overview

    • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
    • Assisted customers with payments, product questions and operation of gasoline pumps.
    • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
    • Maintained extraordinary level of customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

McDonald's Restaurant
Murfreesboro, TN

Customer Service Team Member
01.2012 - 03.2013

Job overview

    • Supported customer service goals through friendly, knowledgeable and positive communication.
    • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.

Banfield Pet Hospital
Brentwood, TN

Veterinary Technician Assistant
05.2008 - 12.2008

Job overview

  • Monitored vital signs and equipment during surgery and notified veterinarian of changes.
  • Prepared and reviewed patient records.
  • Educated caregivers and guardians on animal care, nutrition, medical conditions and disease management.
  • Educated caregivers and guardians on animal care, nutrition, medical conditions and disease management

MedSolutions Inc.
Franklin, TN

Provider Response Call Center Representative
10.2004 - 12.2006

Job overview

  • Informed ordering physicians of procedure denials and appeal options per reviewing physician.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Handled more than 100 calls each day with consistent high satisfaction ratings on performance reviews.
  • Appointed department's go-to-person for employees questions regarding policies, procedures, and use of company CRM software

ProCare One Nurses Staffing
Bloomfield Hills, MI

Office Assistant/Scheduling Coordinator
09.2001 - 08.2004

Job overview

  • Managed schedules for 300 Licensed Practitioners to keep shifts properly staffed.
  • Developed effective scheduling processes to achieve production objectives.
  • Communicated schedule changes to appropriate department personnel and other ancillary areas.
  • Responsible for Employee Documentation Management
  • Eliminated process discrepancies, implementing continuous improvements for scheduling procedures.

Family of Pets, LLC
Troy, MI

Store Manager
11.2000 - 10.2001

Job overview

  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
  • Developed a successful employee retention plan, reducing staff turnover rates significantly.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
  • Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
  • Managed store employees successfully in a fast-paced environment through proactive communication and positive feedback.
  • Completed point-of-sale opening and closing procedures.
  • Maintained proper product levels and inventory controls for merchandise and organized the backroom to facilitate effective ordering and stock rotation.
  • Supervised guests at the front counter, answering questions regarding products.
  • Trained new employees on proper protocols and customer service standards.

Speedshelf Systems
Southfield, MI

Office Assistant
11.1999 - 08.2000

Job overview

  • Expedited document processing with accurate data entry and timely filing.
  • Increased customer satisfaction by providing professional and courteous front desk support.
  • Reduced operational costs through effective inventory management and negotiation with vendors.
  • Assisted in financial tasks such as invoicing, expense tracking, and budget preparation to ensure accuracy.
  • Ensured timely completion of projects by coordinating resources across multiple teams effectively.
  • Handled payroll duties accurately ensuring all employees received their paychecks on time.
  • Completed clerical tasks such as filing, copying, and distributing mail.
  • Created purchase orders and tracked invoices to avoid missed or delayed shipments.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Coordinated travel arrangements for staff members.
  • Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace..

Mercy Amicare Home Healhcare
Pontiac, MI

Scheduling Coordinator
11.1996 - 11.1999

Job overview

  • Reduced employee overtime costs by closely monitoring work hours and strategically adjusting schedules as needed.
  • Collaborated with team members to develop contingency plans for unexpected staff absences or schedule changes.
  • Improved resource allocation by regularly reviewing staff skills, availability, and workload distribution.
  • Ensured compliance with labor laws and regulations regarding employee breaks, overtime, and shift length management.
  • Contributed to a reduction in employee turnover through thoughtful scheduling practices that considered individual preferences and work-life balance concerns.
  • Collaborated with other schedulers across different departments to share best practices for efficient coordination methods throughout the organization.
  • Provided backup to the front desk to step in to assist with various tasks whenever an employee was absent or at lunch.
  • Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.
  • Completed bi-weekly payroll for 80+ employees.

Education

High Tech Institute
Nashville, TN

No Degree from Limited Scope Radiology Technology
08.2007 - 12.2008

University Overview

  • Associate of Applied Science program - completed except for one Physics course and the 40-hour externship.
  • 3.8 GPA

Franklin High School
Franklin, TN

High School Diploma
08.1992 - 05.1996

University Overview

  • Member of Swim Team 2 years running
  • Completed professional development in Marketing/Co-Op Program 2 years

Skills

  • Proficiency in Microsoft Office and G Suite
  • Customer Data Confidentiality
  • Multiple-line telephone systems
  • Critical Thinking and Creative Problem Solving
  • Multitasking and Prioritization
  • Calm and Professional Under Pressure
  • High-Energy and Positive Personality
  • Meticulously Organized
  • Issue and Complaint Resolution
  • Understanding Customer Needs
Availability
See my work availability
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Quote

Never, Never, Never Give Up!
Winston Churchill

Software

Microsoft 365

Salesforce

Google Workspace

Windows OS

Certification

  • First Aid/CPR certified 2020-2023
  • Certified Shadow Water Lifeguard 2020-2023
  • Microsoft Office Expertise Training, certificate of completion - Aug 2008

Timeline

Remote Customer Service Representative
Employnet
11.2023 - 01.2024
Customer Care Advocate
Wesley Financial Group
02.2023 - 05.2023
Remote Customer Service Representative
Fanueil
08.2022 - 11.2022
Deck Supervisor/Customer Service Representative
Goldfish Swim School - Franklin
01.2020 - 04.2022
Technical Support Call Center Representative
IBEX Global
07.2019 - 10.2019
Customer Service Team Member
Arby's Restaurant
12.2018 - 04.2019
Customer Service Associate
Rock Market LLC
08.2017 - 10.2018
Customer Service Team Member
McDonald's Restaurant
01.2012 - 03.2013
Veterinary Technician Assistant
Banfield Pet Hospital
05.2008 - 12.2008
High Tech Institute
No Degree from Limited Scope Radiology Technology
08.2007 - 12.2008
Provider Response Call Center Representative
MedSolutions Inc.
10.2004 - 12.2006
Office Assistant/Scheduling Coordinator
ProCare One Nurses Staffing
09.2001 - 08.2004
Store Manager
Family of Pets, LLC
11.2000 - 10.2001
Office Assistant
Speedshelf Systems
11.1999 - 08.2000
Scheduling Coordinator
Mercy Amicare Home Healhcare
11.1996 - 11.1999
Franklin High School
High School Diploma
08.1992 - 05.1996

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Carrie WhiteAdministrative Support