Ganelle Carriere
Wilmington,DE
Summary
Dynamic Member Support Specialist with a proven track record at Medscope America, excelling in customer service and issue resolution. Leveraging exceptional communication and relationship-building skills, I enhanced member satisfaction and optimized workflows, while mentoring team members to achieve high-quality support. Committed to delivering outstanding service and fostering positive client experiences.
Overview
12
12
years of professional experience
Work History
Member Support Specialist
Medscope America/Medical Guardian
10.2019 - Current
- Provided exceptional customer support through effective communication and problem-solving skills.
- Managed member inquiries, ensuring timely resolution and enhancing customer satisfaction.
- Trained new team members on system usage and best practices for member interactions.
- Developed and maintained knowledge base resources for improved member support efficiency.
- Conducted regular follow-ups with members to ensure ongoing satisfaction and engagement.
- Enhanced member satisfaction by promptly addressing and resolving inquiries and concerns.
- Trained new team members in best practices for efficient and consistent member support delivery.
- Managed high call volumes while maintaining a professional demeanor and providing accurate information to each caller.
- Developed strong relationships with members through empathetic communication and effective problem-solving skills.
- Monitored trends in member feedback data to identify areas of opportunity for enhancing support services offered by the company.
- Proactively identified potential issues affecting members and escalated them to appropriate departments for swift resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified customer identification and documentation for compliant transactions.
- Resolved customer issues through thorough dispute investigation.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Quality Assurance Analyst
CSR Inc
11.2013 - 08.2020
- Mentored and coached team members on QA topics and strategies.
- Provided coaching and mentoring to employees.
- Documented call interactions accurately in CRM software for improved tracking and reporting.
- Actively sought out feedback from peers and supervisors to improve performance and provide better support to customers.
Education
Bachelor of Science - General Studies
University of The Cumberlands
Williamsburg, Kentucky, KY05-2025
Certificate - Medical Coding And Billing
DeVry University
06-2019
Skills
- Patience and composure
- Exceptional communication
- Sales support
- Cross-functional coordination
- Customer support
- Customer service
- Relationship building
- Call center experience
- Complaint handling
- Issue resolution
- Workflow optimization
- Account management
Timeline
Member Support Specialist
Medscope America/Medical Guardian
10.2019 - Current
Quality Assurance Analyst
CSR Inc
11.2013 - 08.2020
Bachelor of Science - General Studies
University of The Cumberlands
Certificate - Medical Coding And Billing
DeVry University