Yvonne Carpenter
Customer Services
Gilbert,AZ
Summary
Dedicated security professional with a solid background in security operations and emergency response coordination, consistently striving for optimal outcomes and customer satisfaction. Proven expertise in monitoring systems, managing communications, and executing critical protocols, complemented by strong problem-solving abilities and effective communication skills. Recognized for reliability and adaptability, with a track record of maintaining calm in high-pressure situations while ensuring safety and security. A proactive approach to teamwork and organizational growth leverages hands-on experience in management and customer service to navigate challenges and contribute to seamless operations.
Overview
21
21
years of professional experience
Work History
Security Dispatcher
Banner Health
Mesa, AZ
11.2021 - 07.2025
- Security Dispatcher
- Coordinates all emergency and non-emergency calls.
- Performs facility lockdown
- Monitors CCTV
- Managed high-volume call queues while maintaining quality assurance standards consistently.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM software to document interactions and track customer issues efficiently.
- Trained new representatives on company protocols, enhancing team performance and knowledge base.
- Developed training materials for ongoing staff development, fostering a culture of continuous improvement.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Monitored security systems and responded to alarms, ensuring rapid incident resolution.
- Coordinated communication between security personnel and emergency services during critical situations.
- Managed dispatch operations, prioritizing incidents based on urgency and potential impact.
- Operated and monitored fire alarm and security CCTV systems to maintain building safety.
- Contacted police, fire and ambulance in emergency situations to coordinate proper response.
- Leveraged two-way radio or telephone to dispatch security officers or other personnel.
- Enhanced security response times by efficiently dispatching officers to incidents and alarms.
Prior Authorization Representative
Aline Staffing
Chandler, AZ
02.2020 - 03.2020
- Attended mandatory prior authorization training - (schedule for 6 weeks)
- Reviewed demographics verification, medical procedure codes and submission process
- Forward to claim to billing for the request of a prior authorization
- Centene Corporation – Prior Authorization Representative
Collections Representative
Ajilon Staffing
Chandler, AZ
07.2019 - 01.2020
- Provided internal and external customer service on billing inquiries
- Reviewed status update with follow up communications to requesting parties
- EPIC Medical Solutions – Collections Representative
- Community Bridges – Eligibility Representative
- Reviewed AHCCCS applications, and verified patient’s demographics
- Collected and verified patient’s income when needed
- Knowledgeable in benefits and internal process
- Communicated with patients when additional information was required
Customer Service Representative
Aline Staffing
Mesa, AZ
01.2019 - 05.2019
- Verified insurance coverage for existing and potential customers
- Processed prescription request patient and healthcare professionals
- Provided status update to customers or insurance carriers on declined prescriptions
- Implemented demographic changes with customers approval
- Reviewed and explained RX benefits, as well as referrals for assistance programs
- CVS Pharmacy – Customer Service Representative
PBX – operator
Banner Health
Mesa, AZ
12.2017 - 01.2019
- Provided telephone assistance for internal and external customers
- Routed calls to the appropriate department / source
- Transferred staff calls to requested Banner facilities / personnel
- Initiated emergency response codes via inter come services when requested
- PBX – operator
- PFS – patient financial services representative
- Verified patient eligibility
- Communicated with parties to resolve outstanding balance on claims
Supervisor
Aireserv (ABM)
Phoenix, AZ
01.2017 - 11.2017
- Accompanied medically fragile passengers to their final destination
- Coordinated medical equipment for Jetways passengers as requested
- Responsible for scheduling, one on ones, disciplinary actions to include terminations
- Supervised daily operations, ensuring adherence to safety and quality standards.
- Trained team members on equipment use and operational procedures.
- Conducted performance evaluations, providing constructive feedback to staff.
- Coordinated with management to develop training programs for new hires.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
PBX Operator
Dignity Health
Gilbert, AZ
08.2013 - 12.2016
- Provided operator support to the internal and external customers
- Directed or routed calls to the appropriate department / source
- Knowledgeable in responding to various and emergency code calls
- Responsible for disbursement of daily cash bags to customer service representatives
- Collected the daily cash bags at the end of shift from customer service representatives
- Delivered cash bags to the business office for deposits
- Operated multi-line phone systems to manage incoming and outgoing calls efficiently.
- Provided exceptional customer service by directing calls to appropriate departments.
PBX Operator - Supervisor
Scripps Clinic
San Diego, CA
06.2004 - 08.2013
- Received and directed calls from external and internal customers
- Followed the emergency response process for all codes
- Initiated the code call as requested via the intercom
- Responsible for daily collections cash bags
- Delivered daily cash bags to business office
- Worked with patient and / or providers to resolve outstanding balances
- Reviewed claims in collection status to determine best process
- Operated multi-line phone systems to manage incoming and outgoing calls efficiently.
- Provided exceptional customer service by addressing patient inquiries and directing calls appropriately.
- Trained new team members on PBX system usage and customer service protocols to ensure consistent performance standards.
- Trained and mentored new PBX operations employees.
- Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Handled sensitive information discreetly when dealing with confidential calls or messages within the organization.
- Ensured the timely resolution of any technical issues with PBX systems by collaborating with IT support staff and vendors.
- Improved customer satisfaction by efficiently handling and routing incoming calls to appropriate departments.
- Trained new employees on PBX operating procedures and best practices, fostering consistency across the team''s performance levels.
- Answered calls on 200-300 ring and engaged customers with friendly, professional demeanor.
Education
High School Diploma -
Escondido High School / Adult School
Escondido, CA06-1995
Skills
- Commutation with people and listing to what they are needing
- Problem Solving
- Empathy
- Communication Skills
- Positive Attitude
- Adaptability
- Conflict Resolution
Timeline
Security Dispatcher
Banner Health
11.2021 - 07.2025
Prior Authorization Representative
Aline Staffing
02.2020 - 03.2020
Collections Representative
Ajilon Staffing
07.2019 - 01.2020
Customer Service Representative
Aline Staffing
01.2019 - 05.2019
PBX – operator
Banner Health
12.2017 - 01.2019
Supervisor
Aireserv (ABM)
01.2017 - 11.2017
PBX Operator
Dignity Health
08.2013 - 12.2016
PBX Operator - Supervisor
Scripps Clinic
06.2004 - 08.2013
High School Diploma -
Escondido High School / Adult School