Summary
Overview
Work History
Education
Skills
Timeline
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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

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Holly Carter