Sarah Carter
Woodstock
Summary
Versatile Customer Service Representative with 4 years of experience in customer service and insurance sectors. Proven track record in managing high volumes of inquiries while maintaining exceptional customer satisfaction ratings. Skilled in utilizing CRM software for effective client interaction and documentation. Demonstrated leadership as a supervising agent, enhancing team productivity and ensuring compliance with industry standards. Committed to delivering informed support and fostering strong client relationships.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Reservations/Dispatch Coordinator
CTN Global
Woodstock, GA
03.2026 - Current
- Coordinated daily dispatch operations to optimize delivery schedules and improve service efficiency.
- Managed communication between drivers and clients to ensure timely updates and resolution of issues.
- Streamlined communication between drivers, customers, and management for improved customer satisfaction.
- Responded to high volume of phone and email requests to provide logistics information.
- Coordinated daily dispatch operations to ensure on-time deliveries and maximize fleet utilization.
- Provided ongoing support for drivers with route adjustments, load information, or other assistance as needed during their shifts.
- Leveraged Limo Anywhere and other tools to track data and make recommendations.
- Scheduled and organized delivery routes.
- Monitored vehicle locations to coordinate timely arrivals.
- Answered phone calls and responded to customer emails.
- Provided customers with information on products and services.
- Monitored and tracked dispatch communication systems.
- Received new orders, prepared documentation, and assigned personnel.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Streamlined routing processes, resulting in reduced delays and increased on-time deliveries.
Intake Specialist
Actec Systems
Atlanta, GA
04.2025 - 06.2025
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
- Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions for customers
- Utilized CRM software to accurately document interactions with customers and track issue resolution progress
- Managed a high volume of incoming calls, emails, and online inquiries from customers seeking assistance
- Accurately documented customer interactions and inquiries in the CRM system for future reference
- Collaborated with cross-functional teams to address complex customer inquiries or complaints
- Consistently met or exceeded individual performance metrics including call volume targets and customer satisfaction ratings
- Maintained confidentiality when handling sensitive customer information such as payment details or account credentials
- Authorized to work in the US for any employer
Reactivation Licensed Specialist
AMERICAN HEALTH MARKETPLACE
Georgia
11.2024 - 02.2025
- Educated clients on various health insurance plans, coverage options, and policy details to help them make informed decisions
- Analyzed client needs and recommended appropriate health insurance products based on their individual requirements
- Utilized CRM software to track leads, manage client interactions, and generate reports for performance analysis
- Maintained confidentiality of sensitive customer information according to HIPAA guidelines
- Demonstrated expertise in different types of health insurance plans including HMOs (Health Maintenance Organizations), PPOs (Preferred Provider Organizations), EPOs (Exclusive Provider Organizations), and POS (Point of Service) plans
- Assessed client eligibility for government-sponsored health insurance programs such as Medicaid or Medicare
- Provided ongoing support to clients by conducting annual policy reviews and recommending adjustments based on changing needs
- Maintained accurate records of client interactions, policies sold, premiums collected, and commissions earned
Supervising Agent
Globe Life Liberty National Division
Atlanta, GA
08.2024 - 10.2024
- Analyzed client needs and recommended appropriate coverage options to ensure comprehensive protection
- Prospected and generated leads through various channels such as referrals, networking events, and cold calling
- Built strong relationships with clients by delivering exceptional customer service and promptly addressing their inquiries or concerns
- Collaborated with underwriters to negotiate favorable terms for clients' insurance policies while ensuring compliance with company guidelines
- Conducted thorough risk assessments for potential policyholders to accurately determine coverage requirements
- Educated clients on the features, benefits, and exclusions of different insurance policies to help them make informed decisions
- Managed policy renewals by proactively contacting clients ahead of expiration dates and offering updated coverage options
- Utilized CRM software to track client interactions, manage leads, and maintain accurate records of policies sold
- Participated in ongoing training programs to stay up-to-date on industry trends, product knowledge, and regulatory changes affecting the insurance market
- Developed and implemented strategies to improve productivity and streamline processes
- Conducted performance evaluations for team members, identifying areas for improvement and implementing training programs
- Maintained high standards of quality control to ensure customer satisfaction
- Oversaw the hiring process, conducting interviews and making hiring decisions based on qualifications and fit with company culture
- Provided ongoing coaching and mentoring to team members, supporting their professional development
- Resolved customer complaints or issues promptly while maintaining a positive brand image
Packer/Machine Operator
North Georgia Staffing
Canton, GA
02.2022 - 03.2023
- Efficiently picked and packed customer orders according to order specifications
- Utilized handheld scanners and computer systems to track inventory levels and update stock records
- Closely inspected items for quality control before packaging, ensuring only defect-free products are sent out
- Operated material handling equipment such as forklifts or pallet jacks to move goods within the warehouse
- Maintained a clean and organized work area, adhering to safety guidelines at all times
- Closely followed standard operating procedures (SOPs) for accurate picking, packing, labeling, and shipping of orders
- Collaborated with the quality control team to identify and address any product defects or packaging issues
- Performed routine inspections on machines to ensure proper functioning and made necessary adjustments or repairs as needed
- Monitored machine operations during production to detect any issues or malfunctions and took corrective actions promptly
- Maintained accurate records of production output, downtime, and quality control checks
- Collaborated with team members to troubleshoot problems and optimize machine performance
- Implemented safety protocols and followed all company policies to maintain a safe working environment
- Ensured that products met quality standards by conducting regular inspections using measuring tools such as calipers or micrometers
- Maintained a clean work area by organizing tools, materials, and equipment after each shift
- Demonstrated strong attention to detail when inspecting finished products for defects or irregularities
Cashier/Customer Service
RaceTrac Petroleum, Inc.
Jasper, GA
11.2021 - 02.2022
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
- Maintained a balanced cash drawer at all times, reconciling discrepancies promptly
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns
- Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed
- Ensured cleanliness and organization of the checkout area, including bagging items properly and restocking supplies as needed
- Utilized point-of-sale (POS) system proficiently to process discounts, coupons, gift cards, and loyalty rewards programs
- Handled exchanges or refunds according to company policies while providing excellent service to dissatisfied customers
- Maintained knowledge of current promotions, sales events, and store policies to provide accurate information to customers
- Suggested alternative products when requested items were out of stock
- Performed opening/closing duties including counting money in the register before/after shifts
- Maintained confidentiality of sensitive financial information during transactions
- Demonstrated strong attention to detail when processing complex transactions involving multiple payment methods
- Developed rapport with regular customers by remembering their preferences and providing personalized service
Mortgage Associate
The Echelon Group
Woodstock, GA
11.2019 - 07.2021
- Ensured a positive customer experience
- Received inbound calls
- Made outbound calls
- Processed payments
- Assisted customers with understanding different aspects of their loans
- Fielded customer complaints and provided solutions.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Explained very technical financial information to applicants in easy to understand language.
Education
High school or equivalent -
Mountain Education Center School
Jasper, GA05-2017
Skills
- Effective communication
- Proficient typing skills
- Proficient in computer applications
- Microsoft Excel
- Microsoft Office (3 years)
- Sales experience
- Prospective client outreach
- Client support
- Clerical experience
- Data Entry
- Mobile devices
- Phone etiquette
- Microsoft Outlook
- Organizational skills
- Customer Support
- Microsoft Word
- Proficient in multi-line phone systems
- Time management
- Packaging
- Windows
- English
- Cleaning Experience
- Customer Service Representative (4 years)
- Salesforce
- Google Do
- Call Center
- Client intake
- Group and individual instruction
- Application assessments
- Eligibility review
- Critical thinking skills
- Research and analysis
- Follow-up skills
- Claims processing
- ID verification
- CRM software
- Cost determination
- Calendar and scheduling software
- Workload management
- Route planning and adjustment
- Payment collection
- Complaint resolution
- Scheduling
- Account updating
- Script adherence
- Verbal and written communication
- Prioritization
- Software familiarity
- Scheduling proficiency
- Transportation
- Route planning expertise
- Service coordination
- Customer service
Certification
- Driver's License
- August 2025 to September 2033
Timeline
Reservations/Dispatch Coordinator
CTN Global
03.2026 - Current
Intake Specialist
Actec Systems
04.2025 - 06.2025
Reactivation Licensed Specialist
AMERICAN HEALTH MARKETPLACE
11.2024 - 02.2025
Supervising Agent
Globe Life Liberty National Division
08.2024 - 10.2024
Packer/Machine Operator
North Georgia Staffing
02.2022 - 03.2023
Cashier/Customer Service
RaceTrac Petroleum, Inc.
11.2021 - 02.2022
Mortgage Associate
The Echelon Group
11.2019 - 07.2021
High school or equivalent -
Mountain Education Center School