Ebony Carter

• Assisted customers with inquiries regarding health plans and services, ensuring accurate information delivery.
• Managed high-volume call queues, maintaining efficiency and professionalism in customer interactions.
• Educated members on benefits, coverage options, and claims processes to enhance understanding and satisfaction.
• Resolved billing discrepancies by coordinating with internal departments for timely issue resolution.
• Documented customer interactions accurately in CRM systems for tracking and future reference.
• Collaborated with team members to streamline processes for improved customer experience and service delivery.
• Conducted follow-up communications to ensure member concerns were addressed effectively and promptly.
• Participated in training sessions to stay updated on policy changes and improve service quality standards.
• Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
• Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
• Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.

• Assisted patients with scheduling, billing questions, insurance verification, and care navigation.
• Explained medical benefits, copays, deductibles, and prior authorization requirements in clear, patient‑friendly language.
• Maintained strict HIPAA compliance while handling sensitive patient information.
• Resolved an average of 56 calls per day with a 100% satisfaction rating.
• Collaborated with clinical staff to ensure accurate appointment coordination and follow‑up care.

• Provided Tier 1–2 support for software, mobile apps, and medical devices.
• Diagnosed and resolved issues related to login failures, connectivity, system errors, and user configuration.
• Documented all interactions in CRM/ticketing systems with high accuracy.
• Guided customers through step‑by‑step troubleshooting using remote tools and clear communication.
• Achieved 100% first‑call resolution and consistently exceeded productivity targets.
• Documented and tracked service requests within ticketing system for accurate reporting.
• Analyzed recurring issues to identify trends and recommend solutions for process improvements.
• Trained new team members on product knowledge and customer service best practices.

• Cultivated relationships with clients to drive vehicle sales and enhance customer satisfaction.
• Analyzed market trends to develop targeted sales strategies and improve competitive positioning.
• Collaborated with cross-functional teams to streamline inventory management and optimize product availability.
• Conducted product demonstrations to educate clients on features, benefits, and financing
• Delivered consultative sales support to match customers with products and services that met their needs.
• Managed inbound/outbound calls, follow‑ups,

and lead tracking in CRM systems.

• Educated customers on product features, pricing, and promotions to drive conversions.
• Recognized for strong closing rates and exceptional customer rapport.