Carrie L. White
Lewisburg,TN
Summary
Seasoned professional with 25 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
27
27
years of professional experience
Work History
Customer Care Advocate
Wesley Financial Group
02.2023 - 05.2023
- Prepared 3-4 dispute-specific written correspondence for submission on client's behalf.
- Walked all my client's through entire dispute process while handling case load of 100-120 clients at any given time.
- Provided customers detailed information regarding expectations for dispute process.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handle customers positive attitude and focus on comer satisfaction
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Maintained and managed customer files in Salesforce.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Remote Customer Service Specialist
Faneuil, Inc
08.2022 - 11.2022
- Handled over 50 customer inquiries per day courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Utilized customer service software to manage interactions and maintain accurate customer records
Deck Supervisor/Instructor/Front Desk Representative
Goldfish Swim School
01.2020 - 04.2022
- Taught daily swim instruction to students varying in ages and skill levels.
- Mentored and trained new swim instructors on best practices.
- Maintained zero-incident safety record with aid of 4-person Lifeguard team, monitoring instructor engagement and maintaining class control.
- Scheduled classes covering different ages and skill levels to prepare students for basic and advanced swimming needs.
- Kept operations in compliance with applicable local, state and federal safety and environmental regulations.
- Communicated clearly and positively with parents to ensure expectations were met and exceeded.
- Monitored individual progress using established clear benchmarks for performance.
- Promoted within 12 months due to enthusiasm towards extra responsibility, excellent performance and impeccable attendance
- Planned and facilitated children's birthday parties including after swim refreshments for up to 25 children with 100% customer satisfaction rating.
Technical Support Call Center Representative
IBEX Global
06.2019 - 09.2019
- Researched, diagnosed and resolved diverse range of technical issues across smartphone applications and operating systems for 50+ customer calls per day
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Collaborated with internal team on ways to deliver information efficiently increasing customer satisfaction rating by 10 points
- Learned and demonstrated competency utilizing multiple applications simultaneously resulting in faster customer interactions as well as increased odds of one-call resolutions.
Customer Service Team Member
Arby's Restaurant
12.2018 - 04.2019
- Influenced customer experience by supplying correct and prompt service to over 100 customers per shift
- Trained new team members on procedures, customer service, and sales techniques.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Collaborated with team of 4 co-workers committed to increasing knowledge and promotion of store services & products along with strict adherence to store polices.
Customer Service Sales Associate
Rock Market LLC
08.2017 - 10.2018
- Assisted over 100 customers with speed and accuracy to exceed customer satisfaction goals
- Collaborated with teammates to work promptly and efficiently allowing for increased sales
- Used POS system to process sales, returns, food orders, and gift card activations.
- Reconciled cash register at beginning and end of each shift to assure correct balances and properly record nightly transactions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Executed 100% of nightly requirements while working within strict timeline and adherence w/ deadlines.
Customer Service Team Member
McDonald's Restaurant
Murfreesboro, TN
01.2012 - 02.2013
- Managed cash drawer with 0% overage/loss by paying close attention to details and recounting change back to customers
- Developed rapport and recorded suggestions for improving products and services from customer feedback
- Took orders, prepared meals, and collected payments.
- Worked front counter, drive-thru and other areas.
- Greeted customers entering restaurant with enthusiasm and warmth and served 100 customers per shift.
- Followed food safety procedures outlined within company policies and health and sanitation regulations to prevent food borne illness.
Veterinary Technical Assistant
Banfield Pet Hospital
05.2008 - 12.2008
- Monitored and recorded vital signs and equipment during surgeries and informed veterinarian if oxygen saturation reached less than 96% or equipment malfunctioned
- Performed dental cleanings with minimal supervision as well as assisted with spays, neuters, and orthopedic surgeries
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
- Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
- Collaborated with veterinarians and front desk staff on ways to increase quality care, advocate for animals as well educate owners
- Coordinated and performed basic care between staff and patient as well as discussing care plan, recovery plan and medication directions with owners.
Provider Response Unit Coordinator
MedSolutions Inc. LLC
10.2004 - 12.2006
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exceeded all customer call metric guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
Scheduling Coordinator
Procare One Nurses, L.L.C
Bloomfield Hills, MI
09.2001 - 08.2004
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
Office Coordinator
SpeedShelf Systems, LLC
Southfield, MI
08.2000 - 08.2001
- Interacted with customers by phone, email, or in-person to provide information.
- Worked collaboratively with office staff to maintain smooth operations and team readiness for unexpected demands.
- Provided clerical support, addressing routine, and special requirements.
- Supported HR by completing new hire orientation, incident reports and benefits paperwork on behalf of office employees.
- Cultivated client and vendor loyalty by proactively reaching out with follow-ups and status updates.
- Monitored vendor accounts and product updates to verify competitive pricing.
Store Manager
Family of Pets, LLC
Troy, MI
08.1999 - 08.2000
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Supervised guests at front counter, answering questions regarding products.
- Trained and guided team members to maintain high productivity and performance metrics.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Scheduling Coordinator
Mercy Amicare Home Health Care
Pontiac, MI
09.1996 - 09.1999
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Gathered employee data to develop monthly work schedules, enabling proper staffing for departments for each shift.
- Worked with manager and supervisor to plan and coordinate home health schedules.
- Developed and maintained enterprise-wide master schedule to promote organizational efficiency.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Education
Incomplete Associates of Applied Science - Limited Scope Radiology Techniques
High Tech Institute, Ray Technology
Nashville, TNHigh School Diploma -
Franklin High School
Franklin05.1996
Skills
- Customer Support
- Administrative Support
- Microsoft Office Software
- Salesforce
- Agenda and Meeting Scheduling
- Supervisory/Management
- Conflict Resolution Techniques
- Schedule Management
- High-Volume Environments
- Business Administration
- Customer Relations
Timeline
Customer Care Advocate
Wesley Financial Group
02.2023 - 05.2023
Remote Customer Service Specialist
Faneuil, Inc
08.2022 - 11.2022
Deck Supervisor/Instructor/Front Desk Representative
Goldfish Swim School
01.2020 - 04.2022
Technical Support Call Center Representative
IBEX Global
06.2019 - 09.2019
Customer Service Team Member
Arby's Restaurant
12.2018 - 04.2019
Customer Service Sales Associate
Rock Market LLC
08.2017 - 10.2018
Customer Service Team Member
McDonald's Restaurant
01.2012 - 02.2013
Veterinary Technical Assistant
Banfield Pet Hospital
05.2008 - 12.2008
Provider Response Unit Coordinator
MedSolutions Inc. LLC
10.2004 - 12.2006
Scheduling Coordinator
Procare One Nurses, L.L.C
09.2001 - 08.2004
Office Coordinator
SpeedShelf Systems, LLC
08.2000 - 08.2001
Store Manager
Family of Pets, LLC
08.1999 - 08.2000
Scheduling Coordinator
Mercy Amicare Home Health Care
09.1996 - 09.1999
Incomplete Associates of Applied Science - Limited Scope Radiology Techniques
High Tech Institute, Ray Technology
High School Diploma -
Franklin High School
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