Roseanna Carpenter
Waco
Summary
Results-driven professional with a strong background in staff management and complex problem-solving. Demonstrated success in resolving escalated customer issues and improving team productivity. Committed to fostering a high-performance culture that prioritizes customer satisfaction and operational efficiency.
Overview
19
19
years of professional experience
Work History
Supervisor
American Income Life Insurance Company
Waco, TX
02.2023 - Current
- Supervise 15 direct reports in high-volume call center environment, monitoring productivity, adherence, and performance metrics
- Provide daily operational support for 50+ employees, resolving complex issues and managing escalated customer calls
- Conduct weekly coaching sessions for new hires and monthly KPI reviews with tenured staff to enhance performance and policy retention
- Review recorded calls to identify quality assurance opportunities and implement targeted training initiatives
- Manage employee timecards, payroll adjustments, and attendance tracking to ensure accurate compensation
- Prepare and analyze weekly abandonment rate reports and operational performance metrics for senior leadership
- Generate downtime reports documenting training sessions and technical interruptions for analytics tracking
- Complete outbound reporting corrections to ensure accuracy in policy conservation and cancellation data
- Provide backup support for inbound reporting and distribute cancellation reports to team leads
- Resolve complex customer issues including refund requests, SGA inquiries, and BBB complaints
- Lead team and supervisor meetings to review performance trends, reporting insights, and development strategies
- Utilize advanced systems including Tableau, Calabrio, Nexidia, eService, Workday, Microsoft Teams, Excel, Word, PowerPoint, and Mainframe platforms
- Currently cross-training for First Shift Manager responsibilities to expand leadership capabilities and operational oversight
Team Lead
American Income Life Insurance Company
Waco, TX
01.2022 - 02.2023
- Processed complex policyholder transactions including refunds, bank drafts, benefit updates, policy loans, and beneficiary changes
- Prepared and distributed policy cancellation documentation daily while ensuring accuracy and compliance
- Reviewed service requests while maintaining strict adherence to regulatory and company compliance standards
- Provided workflow guidance and processing support to team members to improve efficiency and accuracy
Senior Conservation Specialist
American Income Life Insurance Company
Waco, TX
09.2014 - 01.2022
- Managed high-volume inbound calls from policyholders requesting cancellations, consistently meeting performance targets
- Educated customers on policy benefits and coverage options to improve retention rates and customer satisfaction
- Conducted strategic outbound calls to prevent policy lapse and provide payment solutions
- Utilized strong negotiation and problem-solving skills to retain policyholders and enhance customer loyalty
- Documented all customer interactions in policy management systems with attention to detail and accuracy
Account Representative
East Texas Physicians Alliance
Palestine, TX
10.2012 - 08.2014
- Managed Accounts Receivable for multiple physicians, ensuring accurate billing and timely reimbursement
- Posted Medicaid and commercial insurance payments while reconciling daily financial batches
- Investigated claim denials and rejections, submitting corrected claims and appeals to maximize revenue recovery
- Communicated effectively with insurance carriers to resolve claim issues and provide supporting documentation
- Maintained comprehensive knowledge of Medicare, Medicaid, BCBS, and commercial insurance billing guidelines
Records Retrieval Clerk
Examination Management Services, Inc, EMSI
Waco, TX
09.2007 - 02.2012
- Requested and tracked medical records for life insurance underwriting cases with attention to deadlines
- Processed insurance and death claims documentation while maintaining strict confidentiality
- Communicated case updates with insurance agents and medical providers to ensure timely processing
- Maintained confidential records in full compliance with HIPAA and privacy regulations
Education
High School Diploma -
Waco High School
Waco, TX05-2006
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Attention to detail
- Decision-making
- Complex Problem-solving
- Strategic planning
- Staff discipline
- Analytical thinking
- Process improvement
- Coaching and mentoring
Languages
English
Native or Bilingual
Timeline
Supervisor
American Income Life Insurance Company
02.2023 - Current
Team Lead
American Income Life Insurance Company
01.2022 - 02.2023
Senior Conservation Specialist
American Income Life Insurance Company
09.2014 - 01.2022
Account Representative
East Texas Physicians Alliance
10.2012 - 08.2014
Records Retrieval Clerk
Examination Management Services, Inc, EMSI
09.2007 - 02.2012
High School Diploma -
Waco High School