Carrina Hoffmann
Summary
Customer Service Professional experienced in service delivery and relationship management. Enhanced customer satisfaction and profitability through effective communication and active listening skills. Managed high volumes of inbound calls while maintaining strong customer relationships.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Income maintenance specialist
State of Wisconsin Department of Health Services
Milwaukee, Wisconsin
03.2025 - Current
- Conducted intake assessments to identify client needs and eligibility.
- Assisted clients in completing Medicaid, housing, and SNAP paperwork to facilitate access to benefits.
- Educated clients on programs and support services to enhance their understanding and application.
- Identified customer needs promptly to ensure timely access to services.
- Utilized CARES/CWW systems to review and update customer eligibility information
Patient Service Representative
Froedtert Hospital
Oak Creek, WI
04.2023 - 03.2025
- Streamlined patient check-in and registration processes to enhance patient experience.
- Coordinated appointments and maintained scheduling systems effectively.
- Coordinated appointments and maintained scheduling systems to ensure timely access to care.
Retention Specialist
Spectrum
08.2022 - 05.2023
- Negotiated contracts with clients and developed relationships with key personnel.
- Developed and implemented sales strategies to increase profits.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Managed customer accounts to enhance retention and satisfaction levels.
- Collaborated with teams to identify trends in customer feedback
Law Enforcement Dispatcher
Wisconsin State Patrol
07.2018 - 04.2022
- Dispatched police, fire and EMS units to respond to emergent situations with established procedures.
- Maintained contact with units on assignment to deliver further assistance and support when needed.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Operated communication systems to relay critical information to law enforcement units.
- Monitored emergency calls, assessing situations and dispatching appropriate resources.
Education
High School Diploma -
YWCA
06.2010
Skills
- Policy compliance
- Information documentation
- Data analysis
- Computer-based dispatch systems
- Critical thinker
- Time management
- Conflict resolution
- Effective communication
Certification
Wisconsin Emergency Management (WEM)
Traffic Incident Management (TIM) Certification
Transaction Information for the Management of Enforcement (TIME) eTIME Certification
Certified Nursing Assistant
CPR Certified
Timeline
Income maintenance specialist
State of Wisconsin Department of Health Services
03.2025 - Current
Patient Service Representative
Froedtert Hospital
04.2023 - 03.2025
Retention Specialist
Spectrum
08.2022 - 05.2023
Law Enforcement Dispatcher
Wisconsin State Patrol
07.2018 - 04.2022
High School Diploma -
YWCA