KARLY A NORGAISSE
Brooklyn,NY
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
5
5
Certifications
Work History
Senior Quality Control Administrator
Maximus LLC
New York, NY
02.2020 - Current
- Conduct internal audits for quality assurance to measure results and efficiency to ensure HIPPA guidelines are met
- Improved quality processes for increased efficiency and effectiveness.
- Followed quality standards and procedures to minimize errors and maximize
- Maintained excellent attendance record, consistently arriving to work on time.
Customer Service Representative III
Maximus
New York, NY
10.2019 - 02.2020
- Answered patients questions regarding their prescriptions
- Filed and maintained patient medical records
- Ensured HIPAA guidelines were met
- Served 85 - 95 customers per day with 100% accuracy
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative (CSR)
Irmat Pharmacy
New York, NY
10.2015 - 05.2016
- Answered patients questions regarding their prescriptions Filed and maintained patient medical records
- Ensured HIPAA guidelines were met Served 85 - 95 customers per day with 100% accuracy
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Conducted research, gathered information from multiple sources and presented result
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Conducted research, gathered information from multiple sources and presented results
Team Manager
Convergys
Lake Mary, FL
09.2008 - 05.2015
- Coached and Mentored Representatives to ensure goals were met Monitored and prioritized need for training to reach highest possible performance standards Trained and supervised 20 + customer service and tech support Implemented interpersonal and communication skills when assisting staff with difficult calls
- Conduct call monitoring sessions to ensure that CSRS are performing in accordance with established quality and performance standards.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Facilitated meetings to communicate team performance goals and results.
Education
Associate - Small Business Entrepreneurship
Borough Manhattan Community College
New York, NY 08.2016 - 05.2019
Skills
Quality processes
Problem-solving abilities
Employee training
Staff training and development
Certification
Call Center - 10+ years
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Senior Quality Control Administrator
Maximus LLC
02.2020 - Current
Customer Service Representative III
Maximus
10.2019 - 02.2020
Associate - Small Business Entrepreneurship
Borough Manhattan Community College
08.2016 - 05.2019
Customer Service Representative (CSR)
Irmat Pharmacy
10.2015 - 05.2016
Team Manager
Convergys
09.2008 - 05.2015