Hi, I’m
Isis Carrell-Hunt
Las Vegas,NV
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
9
years of professional experience
Work History
Remote, NationsBenefits
Experience Advisor
05.2022 - Current
Job overview
- Tier 2- Investigated customer complaints and escalated issues to address critical requests.
- Technical Support
- Utilize interpersonal skills to establish a strong relationship that allow for direct probing to uncover the member’s needs
- Resolve member inquiries at the first point of contact
- Utilize effective sales techniques to influence the member to take action
- Ability to learn product portfolio quickly and discuss options and features.
- Educate members on products or services that will enhance their quality of life.
- Strong ability to offer a sales rebuttal that address a member's objections and in turn present solutions
- Ability to remain confidential with all proprietary information
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
LINE, SSG
FEMA Disaster HELP
07.2020 - 04.2022
Job overview
- Ensure claims are in compliance with state guidelines as well as company policy and procedures.
- Made and submitted reports detailing finding and any actions taken.
- Kept up-to-date on inspection regulations, codes, ordinances and techniques.
- Completed inspections of current construction, refurbishment and repair projects.
Sitel, AGR Group
E-Commerce Associate, Support
• Data Analyst, Business Analyst, Social Media Specialist
06.2018 - 07.2020
Job overview
- Confer with customers by telephone, email, and live-chat to provide information and services related to individual needs
- Keep records of customer interactions or transactions such as refunds and disputes, recording details of inquiries, complaints, or comments
- Technical
- Monitored website traffic and customer reviews to evaluate responses to site updates.
- Increased customer engagement through social media.
08.2016 - 01.2018
AGR GROUP, Alorica
Data Analyst, Business Analyst, Technical Support, Medical Customer Service Representative
02.2014 - 05.2016
Job overview
- Confer with customers by chat, email or telephone to provide information, answer questions, and orders
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Assist with helping clients with difficulties retrieving medicine prescriptions
- Manage medicine prescriptions
- Processed overrides
- Contacted primary care physicians, dental and vision doctors on behalf of members
- Submitted documentation as well as provided insurance information regarding plans to members.
- Documented effective and replicable methods for extracting data and organizing data sources.
Education
Cajon High School
High school diploma
Skills
- Data Analyst
- Escalated Call Handling
- First-Tier Technical Support
- Order and Refund Processing
- Document and Records Management
- Client Inquiries
- Livechat Messaging
- Issue and Complaint Resolution
- Investigate Claims
- Resolving Technical Problems
- Microsoft Office
- Sales force
- CRM
- Customer Care
- Customer Experience Management
- Customer Communication
Timeline
Experience Advisor
Remote, NationsBenefits
05.2022 - Current
FEMA Disaster HELP
LINE, SSG
07.2020 - 04.2022
E-Commerce Associate, Support • Data Analyst, Business Analyst, Social Media Specialist
Sitel, AGR Group
06.2018 - 07.2020
08.2016 - 01.2018
Data Analyst, Business Analyst, Technical Support, Medical Customer Service Representative
AGR GROUP, Alorica
02.2014 - 05.2016
Cajon High School
High school diploma
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