Charli Cook
Gulf Shores,US
Summary
Experienced in leading customer service teams and resolving complex inquiries. Proven track record of improving customer satisfaction and team productivity through advanced problem-solving and strong communication skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
CSR - Customer Service Representative Recreation/Cultural affairs
The City of Gulf Shores
Gulf Shores, US
02.2024 - Current
- Provided excellent customer service by addressing guest inquiries, resolving issues promptly, and ensuring guest satisfaction
- Ensured the safety of guests by enforcing rules and regulations during recreational activities
- Demonstrated strong communication skills by effectively explaining activity guidelines to guests of all ages
- Assisted in coordinating special events or tournaments by setting up equipment, managing registrations, and overseeing logistics
- Trained new staff members on proper procedures for operating recreational equipment and facilitating activities
- Monitored guest behavior during activities to prevent accidents or conflicts among participants
- Performed routine maintenance checks on equipment to identify any issues or potential hazards; reported findings to supervisor for repairs or replacements as necessary
- Collaborated with other departments such as housekeeping or maintenance to address any facility-related concerns affecting recreation services
- Developed positive relationships with regular guests through personalized interactions and remembering their preferences over time
- Created a welcoming atmosphere by greeting guests upon arrival at the recreation area
- Served as a point of contact for guest feedback or complaints related to recreation services; addressed concerns promptly and effectively resolved issues
- Maintained up-to-date knowledge of current trends in recreational activities, incorporating new ideas into program offerings to meet changing guest preferences
- Fostered positive relationships with local community organizations or schools through partnerships that allowed access to additional resources for recreation programs
- Provided exceptional customer service by promptly and effectively addressing customer inquiries, concerns, and complaints
- Maintained a high level of professionalism and empathy while interacting with customers to ensure a positive experience
- Effectively managed irate or upset customers by actively listening, empathizing, and finding appropriate solutions
Customer Service Advocate II
Cigna Insurance Companies
Gulf Shores, US
03.2023 - 01.2024
- Answering calls and responding to customer complaints
- Educated clients on various health insurance plans, coverage options, and policy details to help them make informed decisions
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and processing policy changes accurately
- Assisted customers in navigating the enrollment process for individual or group health insurance plans
- Demonstrated expertise in different types of health insurance plans including HMOs (Health Maintenance Organizations), PPOs (Preferred Provider Organizations), EPOs (Exclusive Provider Organizations), and POS (Point of Service) plans
- Provided ongoing support to clients by conducting annual policy reviews and recommending adjustments based on changing needs
- Reviewed and verified patient information for completeness and accuracy, ensuring compliance with HIPAA regulations
- Collaborated with healthcare providers to obtain missing documentation necessary for accurate coding and billing
- Maintained up-to-date knowledge of coding guidelines, reimbursement policies, and industry changes
- Managed a high volume of medical records while maintaining strict confidentiality protocols
- Manage high volume of calls/emails regarding incorrect claims
Member Service Specialists/ Assistant supervisor
North Georgia EMC.
Trion, US
11.2009 - 12.2022
- Maintaining a structured environment: Helping to maintain a structured work environment that benefits both employees and members
- Confer with customers by online chat or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills
- Provide assistance for customers with special billing requests
- Cooperated with engineering, manufacturing and corporate accounting to verify that quality standards were met
- Identify energy savings opportunities and make recommendations to achieve more energy efficient operation
- Assisted Managing a team of 15 customer service representatives, providing guidance and support to ensure high-quality customer interactions
- Led weekly team meetings to communicate updates, provide coaching, and address any concerns or challenges faced by the team members
- Monitored incoming calls and conducted regular quality assurance checks to ensure adherence to company policies and procedures
- Created comprehensive training materials for new hires, ensuring consistent onboarding processes across the department
- Resolved escalated customer issues promptly and effectively, maintaining a high level of professionalism at all times
- Conducted regular performance evaluations for team members based on established criteria, providing constructive feedback for growth opportunities
- Assisted with hiring process by conducting interviews and participating in candidate selection decisions
- Identified training needs within the department through ongoing evaluation of agent performance
- Conducted regular team meetings to communicate updates, share best practices, and foster a collaborative work environment
- Collaborated with design team to create detailed technical drawings and specifications for various projects
- Maintained organized documentation of all design processes, including revisions and modifications made throughout the development phase
- Assisted in the preparation of presentations and visual aids for client meetings or internal reviews
CNA
Oakview Nursing and Rehab.
Summerville, US
05.2007 - 08.2009
- Monitor, record, and report symptoms or changes in patients' conditions
- Maintain accurate, detailed reports and records
- Record patients' medical information and vital signs
- Answer patient call signals, signal lights, bells, or intercom systems to determine patients' needs
- Turn or reposition bedridden patients
- Provide physical support to assist patients to perform daily living activities, such as getting out of bed, bathing, dressing, using the toilet, standing, walking, or exercising
- Review patients' dietary restrictions, food allergies, and preferences to ensure patient receives appropriate diet
- Measure and record food and liquid intake or urinary and fecal output, reporting changes to medical or nursing staff
- Gather information from caregivers, nurses, or physicians about patient condition, treatment plans, or appropriate activities
- Record vital signs, such as temperature, blood pressure, pulse, or respiration rate, as directed by medical or nursing staff
- Observe or examine patients to detect symptoms that may require medical attention, such as bruises, open wounds, or blood in urine
- Document or otherwise report observations of patient behavior, complaints, or physical symptoms to nurses
- Exercise patients who are comatose, paralyzed, or have restricted mobility
- Feed patients or assist patients to eat or drink
- Supply, collect, or empty bedpans
- Undress, wash, and dress patients who are unable to do so for themselves
- Communicate with patients to ascertain feelings or need for assistance or social and emotional support
- Lift or assist others to lift patients to move them on or off beds, examination tables, surgical tables, or stretchers
- Clean and sanitize patient rooms, bathrooms, examination rooms, or other patient areas
- Record height or weight of patients
- Assist nurses or physicians in the operation of medical equipment or provision of patient care
- Apply clean dressings, slings, stockings, or support bandages, under direction of nurse or physician
- Explain medical instructions to patients or family members
- Set up treating or testing equipment, such as oxygen tents, portable radiograph (x-ray) equipment, or overhead irrigation bottles, as directed by a physician or nurse
- Stock or issue medical supplies, such as dressing packs or treatment trays
- Maintain records of patient care, condition, progress, or problems to report and discuss observations with supervisor or case manager
- Provide patients with help moving in and out of beds, baths, wheelchairs, or automobiles and with dressing and grooming
- Direct patients in simple prescribed exercises or in the use of braces or artificial limbs
Fire and rescue
Chattooga County Rescue
Summerville, US
02.2007 - 07.2009
- Respond to emergency and non-emergency incidents; provide appropriate services as required including emergency rescue and fire suppression; perform search and rescue for trapped or injured persons; perform emergency medical and first aid services as needed; prepare reports regarding emergency incidents as assigned
- Use of jaws of life
- Performed initial assessment of the scene, identifying potential hazards and ensuring safety protocols were followed
- Administered basic medical aid such as CPR, bandaging wounds, and stabilizing patients until paramedics arrived
- Collaborated with team members to develop effective strategies for fire suppression and rescue missions
- Participated in ongoing training sessions to enhance skills in fire prevention techniques and emergency response procedures
- Coordinated efforts with other emergency services personnel such as police officers, paramedics, and utility workers during large-scale incidents or disasters
- Utilized specialized tools such as thermal imaging cameras to detect hidden sources of heat or potential fire spread
- Participated in physical fitness training activities regularly to maintain optimal strength, endurance, agility levels required for firefighting duties
- Collaborated with local businesses on developing evacuation plans tailored specifically for their facilities
- Maintained accurate records of incidents, actions taken, and equipment used during emergency responses
- Participated in specialized training exercises such as high-angle rescue or confined space operations to expand skill set
- Demonstrated effective communication skills by providing clear instructions and updates to team members during emergency situations
- Managed time efficiently by prioritizing tasks based on urgency and criticality
Education
High school diploma -
Townsend, GAElectrical engineering/Design Tech - Electrical Engineering
North Georgia EMC
Dalton, GABusiness Management
Georgia Northwestern Technical College
Rome, GASkills
- Administrative Support
- Customer Engagement
- Administrative Coordination
- Safety Management
- Customer Support via Live Chat
- Order Management
- Team Leadership Experience
- Proficient in Microsoft Word
- Excel Proficiency
- Organizational Project Oversight
- Effective Communication
- Document Review
- Team Leadership
- Technical Proficiency
- Operational Leadership
- Team Coordination
Certification
- AED Certification
- CPR Certification
- CNA
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
CSR - Customer Service Representative Recreation/Cultural affairs
The City of Gulf Shores
02.2024 - Current
Customer Service Advocate II
Cigna Insurance Companies
03.2023 - 01.2024
Member Service Specialists/ Assistant supervisor
North Georgia EMC.
11.2009 - 12.2022
CNA
Oakview Nursing and Rehab.
05.2007 - 08.2009
Fire and rescue
Chattooga County Rescue
02.2007 - 07.2009
- AED Certification
- CPR Certification
- CNA
High school diploma -
Electrical engineering/Design Tech - Electrical Engineering
North Georgia EMC
Business Management
Georgia Northwestern Technical College
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