Lesavre Carter
Andrew
Summary
Results-driven Customer Care Representative experienced in problem resolution and relationship building. Enhanced service quality through data analysis and implementation of customer feedback, while driving service improvements. Trained and onboarded new staff, ensuring high levels of customer satisfaction and operational efficiency.
Dedicated Customer Care Representative with expertise in problem resolution and staff training. Proficient in CRM software and data confidentiality, enhancing customer satisfaction through effective communication and feedback analysis.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
Randstad
Remote
10.2023 - 07.2026
- Analyzed customer feedback to identify trends, implementing improvements in service quality.
- Resolved customer inquiries through multiple communication channels, ensuring high satisfaction levels.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Analyzed complex medical records to ensure accurate coding and compliance with regulatory standards.
- Provided comprehensive support to Medicare beneficiaries regarding plan options and coverage details.
- Educated clients on benefits, eligibility requirements, and enrollment processes for Medicare plans.
- Improved call center performance by consistently maintaining a high level of professionalism and productivity.
- Reduced call handling time with efficient problem-solving skills and comprehensive knowledge of Medicare policies and procedures.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Amazon
Remote
12.2019 - 08.2023
- Resolved customer inquiries through multiple channels, ensuring timely and accurate information delivery.
- Utilized CRM systems to track interactions, enhancing follow-up processes and customer satisfaction.
- Analyzed customer feedback to identify trends, contributing to improved service protocols and training materials.
- Trained new team members on operational procedures and best practices for customer engagement.
- Developed training modules that improved onboarding efficiency for new hires in customer service roles.
- Collaborated with cross-functional teams to address complex issues, streamlining resolution processes for customers.
Home Health CNA , CNA Faculty
Blue.Cares
South Carolina, North Carolina
01.2016 - 10.2019
- Provided compassionate personal care to clients, ensuring comfort and dignity in daily activities.
- Assisted with medication management, reinforcing adherence to prescribed treatment plans.
- Documented patient progress accurately, facilitating effective communication among healthcare teams.
- Implemented individualized care plans, adapting strategies based on client needs and preferences.
- Trained new team members on best practices for patient care and safety protocols.
- Assisted with daily living activities such as bathing, dressing, and grooming to maintain patient hygiene and dignity.
Education
High School Diploma -
Andrews HIgh
Andrews, SC05-2016
Certified Nursing Assistant - Nursing Assistant
Conway Medical Center
Conway, SC06-2016
Skills
- Customer service
- Phone support
- Call center experience
- Complaint handling
- Problem resolution
- Payment processing
- Documentation and reporting
- CRM software
- Salesforce CRM
- Billing coordination
- Database research
- Data entry
- Call handling
- Work prioritization
- Data confidentiality
- Script adherence
- Script adherence
- Customer retention strategies
- Staff training
- Customer service training
- Calm under pressure
Timeline
Customer Care Representative
Randstad
10.2023 - 07.2026
Customer Service Representative
Amazon
12.2019 - 08.2023
Home Health CNA , CNA Faculty
Blue.Cares
01.2016 - 10.2019
Certified Nursing Assistant - Nursing Assistant
Conway Medical Center
High School Diploma -
Andrews HIgh