THERESA (TARE') L. CARTER
Columbus,OH
Summary
Customer Service Supervisor with 18+ years of experience leading high-performing teams, launching programs, and driving operational excellence. Known for solving complex challenges, mentoring staff, and implementing innovative solutions that improve customer satisfaction and team productivity.
Overview
11
11
years of professional experience
Work History
Supervisor / Unit Coordinator / Seasonal Sup
McKesson Specialty Health
10.2016 - Current
- Manage daily reports for leadership and 25+ agents
- Mentor QA staff and coach agents to ensure performance success
- Resolve complex program issues and oversee system enhancements
- Schedule agents and track production to meet SLA targets
- Build and manage SharePoint sites for new program launches
- Document and enforce operational procedures
- Assist in hiring and onboarding new agents
- Author Work Instructions and manage Master Control approvals
- Programs: Takeda Blizzard, Alcon Launch, Indivior, Fresenius, NS
Advance Resolutions Supervisor
General Dynamics Information Technologies
01.2015 - 01.2016
- Supported representatives in one-call resolution
- Handled urgent medical requests for medications and equipment
- Distributed reports across multiple locations
- Managed supervisor-level escalations
Education
Del Norte High School
Albuquerque, NM05-1987
MCSC
Lake Washington MCSC
Seattle, WA01-1989
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Time Management
- Complex Problem-solving
- Processes and procedures
- Employee motivation
Accomplishments
- Led top CSAT ARC team recognized by CMS
- Built and maintained highest-performing Collections team
- Successfully launched 3 major programs: Takeda Blizzard, Alcon, Indivior
Timeline
Supervisor / Unit Coordinator / Seasonal Sup
McKesson Specialty Health
10.2016 - Current
Advance Resolutions Supervisor
General Dynamics Information Technologies
01.2015 - 01.2016
Del Norte High School
MCSC
Lake Washington MCSC
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