HEATHER CARMACK
Gas City,IN
Summary
Diligent [Customer Service Respresentative] with a strong background in customer service. Efficiently resolves customer inquiries and maintains high satisfaction rates. Skilled in exceptional communication and problem-solving abilities to enhance the overall customer experience.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
BiBerk Insurance
12.2023 - Current
- Handle inbound calls, creating COIs and cases, ensuring prompt and accurate customer service while maintaining high customer satisfaction
- Probe questions and handle audit information, improving audit accuracy by 20% through detailed analysis and thorough documentation
- Manage refunds and cancellations, resolving issues within 24 hours and enhancing customer satisfaction and retention rates
Accounts Payable Clerk
East Central Electric
06.2023 - 12.2023
- Develop and maintain comprehensive expense reports, enhancing financial transparency and reducing discrepancies by 15%, facilitating better financial planning
- Reviewed vendor invoices for appropriate documentation and validity prior to payment.
- Prepared vendor invoices and processed incoming payments.
Team Lead
Sutherland Global Services
08.2022 - 06.2023
- Led a team to achieve #1 performance, implementing daily coaching and performance improvement strategies that resulted in a 10% increase in team productivity
- Monitored adherence and attrition rates, reducing shrinkage by 10% through effective team management and motivation techniques
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Payment Solutions Specialist
Sutherland Global
11.2020 - 01.2022
- Collected past due payments, assisting in the recovery of over $1M in outstanding debts by negotiating payment plans and settlements
- Provided detailed credit report information and facilitated hardship plans for customers, reducing chargeoff rates by 30% and aiding customer retention
- Recognized as the #1 specialist in the company for over a year due to exceptional performance and customer satisfaction ratings, consistently exceeding targets
Account Manager
CNAC Finance
10.2016 - 09.2020
- Coordinated with service departments to submit insurance claims and manage red alerts, reducing claim processing time by 20% through efficient procedures
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
Education
Associate of Applied Science - Business Administration
Indiana Business College
Marion, INSkills
- Attentive Listening
- Strategic Decision Making
- Conflict Resolution
- Payment Systems Expertise
- Customer relationship management (CRM)
- Call center experience
- Customer focus
Languages
English
Full Professional
Software
Salesforce
Kronos
Zendesk
Iroz
Spectrum
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
BiBerk Insurance
12.2023 - Current
Accounts Payable Clerk
East Central Electric
06.2023 - 12.2023
Team Lead
Sutherland Global Services
08.2022 - 06.2023
Payment Solutions Specialist
Sutherland Global
11.2020 - 01.2022
Account Manager
CNAC Finance
10.2016 - 09.2020
Associate of Applied Science - Business Administration
Indiana Business College
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