Mariah Carpenter
Columbiana
Summary
Experienced Tier 2 Customer Support Specialist with deep technical knowledge and a strong track record of resolving complex customer issues efficiently. Skilled in troubleshooting, escalation management, and cross-functional collaboration to deliver high-quality support. Committed to enhancing customer satisfaction through expert-level problem-solving and clear, professional communication.
Overview
8
8
years of professional experience
Work History
Tier 2 Trust & Safety Agent
Rover.com
05.2025 - Current
- Provided advanced customer support as a Tier 2 Specialist via phone and email, resolving complex issues escalated from Tier 1 agents
- Utilized Zendesk to manage support tickets, ensuring timely and efficient resolution of user inquiries
- Maintained high customer satisfaction scores through empathetic communication and efficient problem-solving
- Managed queue prioritization and workload distribution to ensure SLA compliance and optimize team performance
- Consistently recognized for exceeding quality assurance benchmarks and delivering positive customer experiences
- Provided clear, empathetic communication in high-stress situations, de-escalating conflicts and maintaining brand trust
Disaster Assistant Tier II
FEMA
06.2024 - 01.2025
- Provided Tier 2 phone support for FEMA disaster assistance, handling complex and escalated inquiries from disaster survivors
- Assisted callers with application status updates, eligibility explanations, documentation requirements, and appeals processes
- Maintained compliance with federal guidelines and confidentiality standards while delivering empathetic, trauma-informed support
- Resolved high-volume call escalations with professionalism, ensuring clarity and compassion in high-stress situations
- Navigated multiple systems and databases to verify applicant information and ensure accurate case handling
- Achieved performance metrics including average handle time, first-call resolution, and quality assurance scores
- Collaborated with internal teams to escalate urgent or unresolved cases, ensuring timely and appropriate action
- Provided guidance to applicants on next steps, helping them understand FEMA's processes and available resources
- Adapted quickly to changing policies and procedures during ongoing disaster responses and recovery phases
- PHI and PII
- High call volume, 50+ calls per shift
Customer Service Representative
Alorica
01.2023 - 06.2024
- Delivered high-volume customer service support for health insurance members, including Medicare Part D, Medicaid, and commercial plans
- Assisted members in understanding Explanation of Benefits (EOBs) and Statements of Benefits and Coverage (SOBA) for medical and pharmacy claims
- Provided accurate information and support for prescription drug coverage, including formulary details, prior authorizations, and cost-sharing
- Processed and facilitated prescription refills and renewals, coordinating with pharmacies and providers as needed
- Guided members through Medicare and Medicaid eligibility, enrollment, and plan benefits with clarity and empathy
- Navigated multiple systems to verify member information, review claim statuses, and document interactions according to HIPAA standards
- Resolved complex inquiries related to coverage, billing, and benefits while maintaining high customer satisfaction
- Met or exceeded performance metrics such as AHT, first-call resolution, QA scores, and member satisfaction ratings
- Handled sensitive and escalated issues with professionalism, contributing to a positive member experience and regulatory compliance
Nurse Technician
Encompass Health Rehabilitation Hospital
Pelham
10.2020 - 08.2021
- Assisted patients with activities of daily living including bathing, grooming, dressing, toileting, and mobility
- Provided safe patient transfers using appropriate techniques and equipment (e.g., gait belts, Hoyer lifts)
- Monitored and documented patient vital signs, intake/output, and overall condition, reporting changes to nursing staff
- Supported licensed nurses and therapists in executing patient care plans and rehabilitation goals
- Ensured a clean, safe, and supportive environment for patients by maintaining proper infection control and sanitation practices
- Encouraged and motivated patients to participate actively in therapy and daily tasks to promote recovery and independence
- Charted patient care activities accurately and promptly using electronic medical records systems
- Responded quickly and effectively to patient needs and call lights in a fast-paced rehab setting
- Collaborated with interdisciplinary teams to deliver compassionate, goal-oriented care
- Educated patients and families on proper use of mobility devices and assisted in discharge planning preparations
Team Trainer
Taco Bell
Birmingham
10.2017 - 10.2018
- Trained new team members in Taco Bell procedures, including food preparation, cleanliness standards, and customer service protocols
- Conducted hands-on training sessions and shadow shifts to ensure new hires understood operational tasks and company policies
- Acted as a role model by demonstrating proper procedures, maintaining food safety, and delivering excellent guest experiences
- Provided feedback and coaching to team members to improve performance, productivity, and service quality
- Monitored new hires progress and reported training outcomes to shift leads and managers
Education
High school diploma - General Studies
West Forsyth High School
Clemmons, NC 08.2013 - 06/2017
Skills
Proficient in resolving customer issues with a focus on delivering exceptional service and improving overall experience Strong background in conflict resolution, active listening, and time management Skilled in data entry, documentation, and maintaining accuracy under pressure Technically adept with tools such as Zendesk and EMR systems, with fast and precise typing abilities to support efficient workflow
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Tier 2 Trust & Safety Agent
Rover.com
05.2025 - Current
Disaster Assistant Tier II
FEMA
06.2024 - 01.2025
Customer Service Representative
Alorica
01.2023 - 06.2024
Nurse Technician
Encompass Health Rehabilitation Hospital
10.2020 - 08.2021
Team Trainer
Taco Bell
10.2017 - 10.2018
High school diploma - General Studies
West Forsyth High School
08.2013 - 06/2017