Nastasia Carroll
Douglasville,United States
Summary
Inventive professional with extensive knowledge of business techniques, methods, and principles. Outstanding expertise in diverse business functions, including client relationship management systems, technical expertise, dispatching, and student admissions.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Digital Operations Specialist
Cigna Healthcare
03.2023 - Current
- Facilitated user understanding of web and mobile platforms
- Addressed inquiries concerning the details of provided healthcare services
- Escalated technical problems to the IT team for resolution.
- Contributed to the development of an efficient process for handling escalated calls.
- Developed and maintained an efficient process for tracking inventory levels, ensuring accuracy of data.
- Analyzed customer feedback to improve operations processes and increase customer satisfaction.
- Conducted regular reviews of operational procedures to ensure compliance with company standards.
INSTACART SHOPPER
Instacart
DOUGLASVILLE, United States
11.2021 - 03.2023
- Met service expectations by working efficiently with clients.
- Ensured timely completion while adhering to quality benchmarks
- Ensured proper storage conditions for pending customer pick-ups
- Achieved high satisfaction through efficient and thoughtful service
- Greeted customers and responded to inquiries in a friendly and professional manner.
- Prepared orders for delivery, including selecting items from shelves, bags and boxes.
- Verified product quality and quantity against customer orders.
DISPATCHER
Favor Loads
DOUGLASVILLE, United States
01.2022 - 05.2022
- Oversaw routing processes for fleet operations
- Accurately documented call details in both digital and physical databases
- Monitored dispatch board for load triage and prioritization
- Resolved shipper disputes through detailed investigations
- Printed invoices with accuracy and efficiency
- Analyzed and modified routes according to day-to-day requirements, workforce availability, traffic risks, and meteorological factors.
- Updated records of driver locations, delays, and cancellations.
Contractor
VDart, INC
, Remote
08.2021 - 11.2021
- Handled inbound calls for residents eligible for the return-to-work bonus
- Confirmed Arizona residents' eligibility for return-to-work bonus
ADMISSIONS CONSULTANT
Independence University
, Remote
05.2019 - 02.2021
- Served as primary contact during the admissions process
- Assisted with interviewing candidates and orienting new members
- Managed electronic records for individual student interactions
- Supported students in choosing courses aligned with professional goals
- Assessed academic records to ensure admission criteria met
- Provided guidance and support to students throughout the admissions process.
- Developed individualized plans for each student, including timelines and strategies for success.
- Responded promptly to inquiries from prospective students regarding admissions requirements, application procedures and deadlines.
ACCOUNT SPECIALIST; TECHNICAL SUPPORT SPECIALIST
T-Mobile
Colorado Springs, United States
12.2013 - 05.2019
- Aided in pinpointing customer issues
- Communicated complex technical details in simple language to enhance comprehension
- Handled technical issues with patience and expertise
- Addressed numerous technical challenges involving different systems and applications.
- Recorded transaction details in system
- Coordinated with management to address technical problems.
- Served as interim assistant to supervisor for three months
- Developed and maintained customer accounts by accurately recording customer information.
- Analyzed financial data to identify discrepancies in account balances and ensure accuracy of records.
- Processed payments for customers, including credit card transactions, checks, wire transfers, and ACH payments.
CUSTOMER SERVICE REPRESENTATIVE
Posh Corporation
Douglasville, United States
11.2012 - 11.2013
- Managed incoming calls promptly, ensuring reduced wait periods
- Addressed customer inquiries about products, services, and company details
- Provided tailored product suggestions, outlining details
- Boosted customer retention, enhancing repeat transactions
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
CUSTOMER SERVICE REPRESENTATIVE
AddStaff
Colorado Springs, United States
05.2011 - 09.2012
- Conducted market research surveys for Wellpoint, Anthem Blue Cross, and Blue Shield
- Facilitated outbound lead generation for Anthem’s health plans
- Conducted outbound verification calls for American Express
- Suggested product options to customers, providing in-depth explanations
- Provided excellent customer service to resolve customer complaints in a timely manner.
CUSTOMER SERVICE REPRESENTATIVE
Harland Clarke
Colorado Springs, United States
09.2009 - 05.2011
- Conducted outreach via phone to identify and engage potential clients for Pitney Bowes Postage Meter solutions.
- Facilitated outgoing verification and sales for American Express
- Answered customer telephone calls promptly to avoid on-hold wait times
- Recommended products to customers, thoroughly explaining details
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Sealed multi-million dollar agreement with major client for Pitney Bowes Postage Meter Company
CUSTOMER SERVICE REPRESENTATIVE
Posh Corporation
Colorado Springs, United States
06.2008 - 09.2009
- Responded to customer inquiries and resolved issues efficiently
- Enhanced customer service techniques through detailed assessments
- Made outbound lead gen calls to prospective clients
- Delivered outstanding customer support, ensuring timely resolution of issues
Education
High School Diploma -
Fountain-Fort Carson High School
Fountain, Colorado01.2005
Skills
- Billing Systems and Software
- Customer Contact
- Documentation and Recordkeeping
- Billing Dispute Resolution
- Team Collaboration
- Call Control
- Customer Relationship Management
- Invoicing Proficiency
- Troubleshooting Network Issues
- User Support and Troubleshooting
- Mobility Devices
- Trucking Dispatching
- Personal Shopping
- POS Systems and Ordering Platforms
- Customer Service
- Experience in leadership
- Program Evaluation
- Quantitative skills
- Logistics Management
- Personnel assessment
- Operational Efficiency
- Process Documentation
- Sales background
- Student Recruiting
- Student Recruitment
- Conflict Resolution
- CRM Software
- Online chat and email
- Call center experience
- Account Management
- Shipment Tracking
- Customer outreach
- Team training and development
- Technical Support
Certification
- Master Broker Certified, LoadTraining, 10/2020
- Licensed Freight Broker, 03/2021
Accomplishments
Completed intensive training to dispatch loads to carriers and broker freight.
Licensedfreightbroker
I completed a course that trained me on how to understand the transportation industry when it came to brokering freight. I learned how to communicate with the shipper and carrier to negotiate rates for the load the shipper wants to give to the carrier. I am well versed on the transportation (freight) lingo. I understand how to resolve any disputes between shippers and carriers.
Timeline
Digital Operations Specialist
Cigna Healthcare
03.2023 - Current
DISPATCHER
Favor Loads
01.2022 - 05.2022
INSTACART SHOPPER
Instacart
11.2021 - 03.2023
Contractor
VDart, INC
08.2021 - 11.2021
ADMISSIONS CONSULTANT
Independence University
05.2019 - 02.2021
ACCOUNT SPECIALIST; TECHNICAL SUPPORT SPECIALIST
T-Mobile
12.2013 - 05.2019
CUSTOMER SERVICE REPRESENTATIVE
Posh Corporation
11.2012 - 11.2013
CUSTOMER SERVICE REPRESENTATIVE
AddStaff
05.2011 - 09.2012
CUSTOMER SERVICE REPRESENTATIVE
Harland Clarke
09.2009 - 05.2011
CUSTOMER SERVICE REPRESENTATIVE
Posh Corporation
06.2008 - 09.2009
High School Diploma -
Fountain-Fort Carson High School
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