1. Stephenie Carr
124 Kelly St.
Thomasville, GA 31792
Contact: (229)393-3973
Email:stephchose2live@gmail.com
Summary
Customer Service Professional highly skilled in call center operations and training. With
my educational background and experience in Management functions, I have the
capability to assist in the proper execution of the morals, values and operations of any
company. Combine that with excellent customer service skills and ability to interact and
work compatibly with others, I would be the perfect candidate to help your company
grow.
Highlight
 Highly skilled in call center operations
 High customer service standards
 Troubleshooting skills
 Training facilitator
 Avaya Software knowledge
 Impact 360 Software knowledge
Skills and Strengths
 19 years customer service experience
 2 years Workforce Management training
 13 years Management experience
 Training development
 Microsoft Office 2010

2.  Microsoft Outlook 2010
 Microsoft Excel 2010
 Experienced in Medicaid Systems and Eligibility Management Services Systems
 3 years Data Analysis experience
 Excellent Organization and Time management skills
 Work well in teams
 Ability to Multitask
 Adapt well to change
Work Experience
Senior Eligibility/Enrollment Specialist to Supervisor
March 2008 thru present
Xerox/ACS, Tallahassee Florida
 Single handedly responsible for saving the company over 5.4 billion dollars
 Research problem accounts and correct and process accounts accordingly
 Data Entry
 Serve as a parent advocate with the company
 Prepare and track emails using Microsoft Outlook
 Provide excellent customer service skills in dealing with both the parent and our Client
 Directly involved in conformance of company SLA’s totaling $150,000 per month
 Assist in the training of new agents
 Assist the call center in taking calls from parents concerning accounts
 System analyst
 Assist in writing of initial Service Guide as well as the updated version for the Florida Healthy Kids
project
 Assist in the placement of accounts due to state regulations and guidelines
 Worked directly with AHCA in the resolution of problem accounts
 Maintains accounts using HIPAA policies and procedures
 Assists in the implementation of new company contracts
 Exemplify excellent customer service skills
 Previously served as Acting Team Lead for a team of 35 transaction processors
 Acts as a liaison with local, state and federal agencies as well as Brokers and Access Health CT
staff regarding determination and coordination of consumer eligibility and benefits
 Consults with senior members of team regarding documentation that does not meet standards for
the Health Exchange Eligibility Portal
 Work directly with Quality Control to ensure the proper grading of the transaction processors
application that are entered into the Health Insurance Exchange portal
 Maintain a strong understanding of all eligibility rules, programs and health plans available
through DSS and Access Health CT (ACHT)
 Manage Team of up to 20 SSA’s
 Prepare and monitor daily attendance reports

3.  Conduct one on one’s with each team member per week to provide status updates on current job
dynamics
 Hold daily team huddles to keep staff informed of any updates, discuss productivity for the
previous day and quality scores once scorecards are issued.
 Sometimes assist the Trainer to ensure proper training of new SSA processors
 Analyze team production—outline areas of strength, weaknesses and areas of improvement
 Prepare roadmaps for members to increase overall productivity
Assistant Store Manager
October 1999-2008
Burger King, Thomasville, GA
 Provided customer service to persons entering and existing store
 Lead shifts of up to 20 employees at one time
 Prepared employee schedules
 Responsible for hiring, training and retention of new employees
 Prepared truck orders within required budgets
 Balanced cash drawers and all monies collected during current and shift and daily totals
 Prepared reviews of current employees
 Prepared budgets for individual store to comply with those set forth by our Client
Education
College-
Valdosta State University – 1995-2000—Bachelors of Business Administration in the area of Management
High School-
Thomas County Central High School- Graduated in 1994
References Available Upon Request