Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Generic

Deirdra Carter

Prescott,AZ

Summary

Dynamic Senior Resolution Specialist at CVS Caremark with a proven track record in conflict resolution and process improvement. Expert in managing escalated inquiries, enhancing team performance, and implementing feedback for operational excellence. Skilled in Salesforce and committed to delivering exceptional customer experiences while driving productivity and service quality.

Overview

14
14
years of professional experience

Work History

Senior Resolution Specialist

CVS Caremark
Prescott, AZ
12.2022 - Current
  • Assist frontline team members in developing skills and improving performance to maximize service and productivity.
  • Own escalated member inquires to find resolutions, 100 + calls per day
  • Provide feedback for resolution in regards to process gaps.
  • Assist management with keeping team working efficiently.
  • Gain strong leadership skills by managing projects from start to finish.
  • Work with Case Coordinator team to own and resolve escalated inquiries. Worked as Subject Matter Expert assisting other representatives with complex scenarios.

Customer Care Representative

CVS Caremark
Prescott, AZ
11.2020 - 12.2022
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Logged call information and solutions provided into internal database.
  • Assisted call-in customers with questions and orders, over 100+ calls per day.
  • Resolved concerns with products or services to help with retention and drive sales.

Private Personal Trainer

Self-employeed
San Diego, CA
09.2017 - 03.2020
  • Developed, planned, and led personal and group fitness sessions as well as well-known specialty fitness programs.
  • Explained exercise modifications and contraindicated movements to participants with history of injury.
  • Trained clients during strength training, cardiovascular exercise, and stretching.
  • Grew customer base through word-of-mouth referrals based on customer satisfaction and results.

Sales Associate (Lead)

Orange Theory Fitness
San Diego, CA
06.2016 - 03.2020
  • Engaged with members to effectively build rapport and lasting
    relationships.
  • Answered customer questions about fitness regimen, exercise science, and merchandise care.
  • Conducted high-volume member follow-up inquiries (100+ per shift).
  • Regularly assisted new clientele in group fitness classes.

Marketing Projects Manager

Alpha Dynamica
San Diego, CA
08.2014 - 06.2016
  • Managed workflow between staff, coordinating documents, planning, and creative material distribution.
  • Utilized market trends and target audience statistics to effectively and appropriately market products.
  • Created company brand messaging, collateral materials, customer events, promotional strategies, and product commercialization.
  • Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
  • Managed print, radio, and online advertising projects

Business Account Manager

Alpha Dynamica
San Diego, CA
05.2013 - 03.2014
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Directed sales support staff in administrative tasks to help sales reps close deals.
  • Managed B2B accounts through a national network of carriers. Establishing businesses with a wide variety of telecommunications services.

Call Center Manager

Alpha Dynamica
San Diego, CA
05.2013 - 03.2014
  • Maintained daily operations, staffing, training, and scheduling.
  • Developed quality employees within call center to take over leadership positions.
  • Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
  • Determined quality assurance benchmarks and set standards for improvement.

Sales Representative

Alpha Dynamica
San Diego, CA
03.2013 - 05.2013
  • Developed and maintained comprehensive understanding of products, services, and competitors to enhance sales.
  • Received inbound sales calls from top-tier authorized retailers of telecommunications services.
  • Established services for consumers of Time Warner Cable, AT&T, and Cox Communications.

Sales Representative

Digital Mojo
San Diego, CA
02.2012 - 03.2013
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Assisted, trained, and mentored new sales representatives.
  • Established consumers with a variety of B2C services using consultative sales.
  • Advanced knowledge of telecommunications providers.

Education

Personal Training Certification (PTC) - Sports Medicine

National Academy Of Sports Medicine
Online

Skills

  • AS400
  • SalesForce
  • Peoplesafe
  • Microsoft Excel
  • De-escalation techniques
  • Complaint handling
  • Customer relationship management
  • Conflict resolution
  • Excellent communication
  • Conflict resolution skills
  • Independent Decision-making
  • Escalated calls management
  • Process improvement
  • Feedback implementation
  • Quality control
  • Teamwork and collaboration
  • Time management

Personal Information

Title: Senior Resolution Specialist

Timeline

Senior Resolution Specialist

CVS Caremark
12.2022 - Current

Customer Care Representative

CVS Caremark
11.2020 - 12.2022

Private Personal Trainer

Self-employeed
09.2017 - 03.2020

Sales Associate (Lead)

Orange Theory Fitness
06.2016 - 03.2020

Marketing Projects Manager

Alpha Dynamica
08.2014 - 06.2016

Business Account Manager

Alpha Dynamica
05.2013 - 03.2014

Call Center Manager

Alpha Dynamica
05.2013 - 03.2014

Sales Representative

Alpha Dynamica
03.2013 - 05.2013

Sales Representative

Digital Mojo
02.2012 - 03.2013

Personal Training Certification (PTC) - Sports Medicine

National Academy Of Sports Medicine

Similar Profiles

CREATE PROFILE