Holly Carter
Columbus,Ga.
Summary
Experienced professional seeking a growth-oriented company to maximize potential and embrace new challenges.
Overview
8
8
years of professional experience
Work History
Operations Expert
Elevance Health
01.2021 - Current
- Assigned to an OE audit team that audited calls and coached CCRs and CSAs based on those call findings
- Attained exceptional survey results from reps under my guidance
- Facilitated onboarding activities to ensure smooth integration of new hires
- Coached and supported new hires by filling in knowledge gaps and addressing immediate questions in real-time chats
- Created the National Playbook as a comprehensive resource accessible to all National accounts.
- Inspected FCR fail reports to pinpoint and resolve the issue that was impacting Medalia results in a negative way
- Processed claim sweep requests in the National Accounts mailbox
- Managed call pull requests for ESR’s with guidance and support as needed
Customer Service Representative III
Anthem BCBS of Georgia
01.2019 - 01.2021
- Addressed member queries and concerns through multiple communication channels such as telephone, IM, and email
- Delivered high-quality resolutions to members with a compassionate approach
- Delivered precise details to members regarding services and products
- Participated in specialty teams to support time-sensitive projects
- Addressed Manager's, OE's and ESR's urgent requests effectively
Customer Service Representative II
Anthem BCBS of Georgia
01.2017 - 01.2018
- Adeptly managed member requests and resolved issues through effective communication channels such as telephone, IM, and email.
- Resolved issues for members with care and compassion
- Delivered precise details about services and products to members
Education
Completed two semesters -
Chattahoochee Valley Community College
01.2007
Completed four semesters -
Darton College
01.2006
Diploma -
Jordan Vocational High School
01.2004
Skills
- Solution Central
- Microsoft Office
- Call Care Browser (WGS)
- BlueSquared
- Verint
- Genesys Application
- Medallia
- Wellpoint Content Framework
- Genesys Cloud
- Account Product Information (API)
- Allegus
- Member 360
- NextGen
Timeline
Operations Expert
Elevance Health
01.2021 - Current
Customer Service Representative III
Anthem BCBS of Georgia
01.2019 - 01.2021
Customer Service Representative II
Anthem BCBS of Georgia
01.2017 - 01.2018
Completed two semesters -
Chattahoochee Valley Community College
Completed four semesters -
Darton College
Diploma -
Jordan Vocational High School