Carrie Addison
Minneapolis,MN
Summary
Diligent operations analyst with over 20 years of accomplishment elevating operational excellence and forwarding data-driven change management. Adept at owning and driving process improvements across a variety of operational and business areas. Keen attention to detail and analytical prowess leveraged to gather and extract data insights based on key performance metrics, identify and capture opportunities for improvement, and continuously monitor progress to ensure optimal efficiency. Tactful communicator with interpersonal strengths leveraged to lead strategic team sessions, coach, and train top-talent professionals, and convey complex insights in a comprehensible manner. Creative problem solver proven to skillfully multitask and prioritize multiple concurrent projects, adopt innovative approaches, and thrive in fast-paced, demanding environments. Technical Proficiencies: Microsoft Office Suite (Word, Excel, PowerPoint). Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
11
11
years of professional experience
Work History
Member Services
Health Partners
02.2023 - Current
- Address and resolve member questions and complaints following documented processes
- Accurately document, research, and track member service issues
- Manage customer calls efficiently and effectively in a complex, fast paced environment
- Educate and inform members of benefit coverage and limitations.
- Enhanced member satisfaction by promptly addressing concerns and providing accurate information.
Quality Analyst
Amazon-Key for Business
01.2021 - 06.2022
- Leverage internal tools and processes to track and report status to business partners and leaders
- Share results of audits on regular basis as per established frequency and quality standards
- Take end-to-end ownership to collaborate with Operation partners to ensure identified issues are addressed and improvement has been sustained
- Reporting of key trends, performing deep dive analysis, and collaborating with global stakeholders to share critical insights for further action/ analysis
- Identify root cause and areas of improvements in the process audited
- Provides ideas for process improvements to enhance process efficiency, quality, and customer experience.
Business Operations-Customer Experience
Amazon-Key for Business
11.2019 - 01.2021
- Streamlined the mapping processes in the Key for Business Startup Org
- Developed a customer experience action plan and future proofed
- Collaborated with all stake holders to scale the business appropriately
- Ownership in assisting, researching, resolving, and de-escalating customer issues and devices
- Utilized multiple systems to access customer information, research issues, and educate customers on the product.
- Used critical thinking and demonstrated high ownership while reviewing processes and technology.
SPECIALIST 3, ORDER ENTRY EFFECTIVENESS – MARKETING OPERATIONS
Comcast Cable
02.2016 - 06.2019
- Optimized the Order Effectiveness (OE) process for the front line by orchestrating, launching, and advancing strategic projects aimed at developing and implementing best practices and solutions
- Devised actionable, data-driven plans for front line improvement after leading division-wide focus groups to identify key pain points
- Enhanced the employee experience by leading front line agent training and recommending Marketing Strategy improvements in alignment with the new Channel Support Center of Excellence
- Maximized business value by collaboratively producing a cohesive product that simplified the customer experience, facilitating NextGen biller scans, and implementing User Acceptance Testing (UAT)
- Measured and confirmed the accuracy, effectiveness, and readiness of new campaigns for the front line by executing biller testing.
COMPENSATION ANALYST
Comcast Cable
08.2012 - 02.2016
- Increased operational efficiency by creating, analyzing, reporting on, and improving operational performance metrics and resources
- Highlighted improvement opportunities, alternatives, and solutions by developing and standardizing reporting measures, tracking and analyzing results, and delivering quantitative explanations of relevant data to communicate beneficial insights
- Promoted performance-based incentives by delivering hiring recommendations based on attrition and calculating, auditing, and processing monthly commission payouts for agents, supervisors, and managers.
Education
Bachelor of Applied Science - Computer Forensics
Metro State University
Saint Paul, MN05.2021
Associate of Applied Science - Accounting
Saint Paul College
Saint Paul, MNSkills
- Business Intelligence & Insights
- Database Administration
- Customer service specialist
- Process & Quality Improvements
- Performance & KPI Tracking
- Time management and organizational skills
- Data Analytics, Research & Reporting
- Written, Verbal & Presentation Skills
- MS Office Suite
- Policy implementation
- Interpersonal skills
Timeline
Member Services
Health Partners
02.2023 - Current
Quality Analyst
Amazon-Key for Business
01.2021 - 06.2022
Business Operations-Customer Experience
Amazon-Key for Business
11.2019 - 01.2021
SPECIALIST 3, ORDER ENTRY EFFECTIVENESS – MARKETING OPERATIONS
Comcast Cable
02.2016 - 06.2019
COMPENSATION ANALYST
Comcast Cable
08.2012 - 02.2016
Bachelor of Applied Science - Computer Forensics
Metro State University
Associate of Applied Science - Accounting
Saint Paul College
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