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COURTNEY DUPUY
BATON ROUGE,LA
Work Preference
Summary
Results-oriented professional with over 20 years in call center support, healthcare services, and retail leadership. Expert in managing high-volume customer interactions and resolving complex issues. Experienced in health insurance and patient intake, with comprehensive knowledge of benefits, enrollment, and compliance. Proficient in phone, chat, and email communication within fast-paced environments.
Overview
23
23
years of professional experience
1
1
Certification
Work History
CARRIER ASSOCIATE BENEFIT ADVISOR
eHealth insurance company
08.2025 - 11.2025
- Advised clients on health insurance options and benefits packages, ensuring informed decision-making.
- Managed customer inquiries regarding health insurance plans and coverage options.
- Assisted clients in navigating eHealth insurance enrollment processes.
- Reviewed applications for completeness and compliance with company standards.
- Developed and managed benefit plans for clients to ensure compliance with applicable laws.
- Maintained current knowledge of industry developments relating to employee benefits regulations.
- Coordinated with departments to streamline claims processing workflows, improving response times.
- Developed communication strategies that improved client engagement.
- Provided training and support to new team members on operational procedures.
RETAIL SUPERVISOR
America's Thrift Store
Baton Rouge, LA
01.2023 - 08.2024
- Lead 8-member retail team, ensuring top customer service
- Supervised daily operations, ensuring seamless store functionality and positive customer experiences.
- Resolve customer issues, maintain satisfaction
- Trained and mentored new staff on customer service standards and store policies.
- Conducted team performance reviews, supported individual growth through personalized feedback
- Analyzed sales trends, implemented targeted campaigns to drive customer engagement
- Collaborated with team to design and implement merchandising displays in-store.
- Managed inventory control to maintain optimal stock levels on the sales floor.
PATIENT INTAKE REPRESENTATIVE
AMI Expeditionary Healthcare
Chester County, Pennsylvania
04.2021 - 10.2021
- Interview patients and complete admissions paperwork
- Coordinated and confirmed patient appointments to optimize clinic scheduling
- Resolved patient complaints and concerns to enhance overall patient experience
- Responded to phone and email inquiries to provide timely assistance to patients.
- Entered insurance data with precision to ensure accurate patient billing
RETAIL MANAGER/CUSTOMER SERVICE REPRESENTATIVE/CASHIER
Cracker Barrel Old Country Store
Baton Rouge, LA
02.2004 - 09.2009
- Supervised and trained staff in customer service and store operations to enhance team effectiveness
- Managed employee schedules and coordinated promotional planning to optimize staff coverage
- Oversaw inventory levels and maintained supplier relations to ensure product availability
- Implement cross-training for team productivity
- Handle daily cash management and store upkeep
CALL CENTER CUSTOMER SERVICE REPRESENTATIVE
Convergys
Baton Rouge, LA
04.2005 - 07.2006
- Achieve 100% satisfaction rating
- Resolved customer inquiries and complaints to ensure satisfaction
- Handled over 20 customer calls daily, addressing inquiries and complaints
- Documented customer interactions in CRM to maintain accurate records
- Collaborate to resolve complex issues
CALL CENTER CUSTOMER SERVICE REPRESENTATIVE
West Telecommunications
Baton Rouge, LA
03.2003 - 08.2005
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Handled high call volumes while demonstrating professionalism and empathy in customer interactions.
- Assisted customers with inquiries and issue resolution through multiple communication channels.
- Investigated and resolved billing discrepancies and account issues to ensure customer satisfaction.
- Provided product information and guided customers in making informed purchasing decisions.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Utilized customer relationship management software to track interactions and manage accounts.
- Trained new employees on call center protocols and effective communication techniques.
- Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis.
Education
HIGH SCHOOL DIPLOMA -
Mckinley Senior High School
Baton Rouge, LA01-2004
Skills
- Health Insurance Sales
- Insurance Sales
- Policy Enrollment
- Regulatory Compliance
- Health Insurance
- Client Consultation
- Needs analysis
- Benefit Explanation
- Coverage explanation
- Health Insurance Advising
- Application Assistance
- Customer Inquiry Resolution
- Customer Coordination
- Quality Compliance
- Customer Service
- Customer Support (Phone, Chat, Email)
- Conflict Resolution & De-escalation
- Healthcare & Insurance Support
- Data Entry & CRM Systems
- Multitasking & Time Management
- Appointment Scheduling
- Policy & Benefits Explanation
- Remote Work Readiness
- Question resolution
Certification
- ServSafe Food Handler Certification
- ServSafe Allergens certificate
- Certified flagger. Passed test with 92%
Languages
English, Native
Licenses
- LICENSED HEALTH INSURANCE AGENT
- Health Insurance License
- Accident & Health Insurance License
- Bartender License
- CPR Certification
Timeline
CARRIER ASSOCIATE BENEFIT ADVISOR
eHealth insurance company
08.2025 - 11.2025
RETAIL SUPERVISOR
America's Thrift Store
01.2023 - 08.2024
PATIENT INTAKE REPRESENTATIVE
AMI Expeditionary Healthcare
04.2021 - 10.2021
CALL CENTER CUSTOMER SERVICE REPRESENTATIVE
Convergys
04.2005 - 07.2006
RETAIL MANAGER/CUSTOMER SERVICE REPRESENTATIVE/CASHIER
Cracker Barrel Old Country Store
02.2004 - 09.2009
CALL CENTER CUSTOMER SERVICE REPRESENTATIVE
West Telecommunications
03.2003 - 08.2005
HIGH SCHOOL DIPLOMA -
Mckinley Senior High School