Open To Work
Hi, I’m
Iwana Carter
Summary
Compassionate and detail-oriented Healthcare Customer Service professional with 20+ years of experience supporting patients, customers, and internal teams in high-volume, fast-paced environments. Strong background in call center operations, problem resolution, confidentiality, and administrative support. Known for professionalism, empathy, and the ability to navigate complex systems while delivering excellent patient-centered service.
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
30
years of professional experience
Work History
Loyola University Medical CenterMaywood, USA
Customer Service / Support Role
11.2020 - Current
Job overview
- Provide customer-focused support within a healthcare environment, ensuring professionalism, accuracy, and confidentiality.
- Assist patients, visitors, and staff with inquiries while maintaining compliance with privacy standards.
- Perform administrative and operational support duties to ensure smooth daily operations.
FedEx Express CorporationAurora, USA
Senior Customer Service Agent
07.2019 - 01.2021
Job overview
- Delivered high-quality customer service in a fast-paced environment, handling inquiries, problem resolution, and service explanations.
- Utilized multiple systems simultaneously while maintaining accuracy and professionalism.
- Supported customers with transactions, documentation, and service-related questions.
- Performed administrative duties essential to daily operations and workflow efficiency.
FedEx Express CorporationBuffalo Grove, USA
Senior Customer Service Representative
09.2001 - 07.2019
Job overview
- Provided consistent, high-quality telephone support in a high-volume call center environment.
- Assisted customers with detailed inquiries, documentation, claims, and account updates requiring accuracy and confidentiality.
- Served as CAP and CAT Representative, managing escalated and managerial-level calls and resolving complex concerns.
- Acted as Manager on Duty, supporting representatives during live calls and ensuring service standards were met.
- Coached and mentored customer service representatives to improve performance and service quality.
- Assisted with new-hire training as a Teacher Assistant in classroom settings.
- Successfully worked as a remote representative for five years, maintaining productivity and service quality.
Prairie Management CorporationChicago, USA
Custodian
09.1997 - 09.2001
Job overview
- Maintained cleanliness and upkeep of assigned residential and commercial buildings.
- Performed routine maintenance tasks and supported tenant relations.
Sears, Roebuck & CompanyChicago, USA
Merchandise Handler
10.1995 - 09.1997
Job overview
- Provided customer service and sales floor support.
- Handled inventory stocking, pricing, and telephone inquiries.
Education
DeVry Institute of TechnologyChicago, IL
DeVry Institute of Technology
Southern Nevada Vocational Technical CenterLas Vegas, NV
High School Diploma
Skills
- Healthcare Customer Service & Patient Support
- Call Center Operations & High-Volume Environments
- Confidentiality & HIPAA Awareness
- Issue Resolution & Escalation Handling
- Administrative Support & Accurate Data Entry
- Training, Coaching & Mentoring
- Remote Work & Telephone Support
- Windows & Microsoft Word
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
$26/hr - $1000/hrReferences
- Available upon request
Timeline
Customer Service / Support Role
Loyola University Medical Center
11.2020 - Current
Senior Customer Service Agent
FedEx Express Corporation
07.2019 - 01.2021
Senior Customer Service Representative
FedEx Express Corporation
09.2001 - 07.2019
Custodian
Prairie Management Corporation
09.1997 - 09.2001
Merchandise Handler
Sears, Roebuck & Company
10.1995 - 09.1997
DeVry Institute of Technology
DeVry Institute of Technology
03/1996
Southern Nevada Vocational Technical Center
High School Diploma
06/1994