Mallory Carver
Greensboro
Summary
Dynamic professional with extensive experience in excelling in customer support and complaint handling. Proven track record in enhancing service quality and client retention through effective issue resolution and strong leadership. Skilled in database management and team collaboration, driving operational efficiency and customer satisfaction.
Professional customer service expert with comprehensive experience in managing and resolving complex client issues. Consistently delivers high-impact results through effective communication, problem-solving, and leadership. Strong focus on team collaboration and adaptability ensures reliable and responsive service. Skilled in CRM systems, conflict resolution, and process improvement.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Sr. Customer Service Coordinator - Small Business
Capital One
Greensboro, NC
09.2025 - Current
- Coordinated customer service operations, enhancing response time and service quality across multiple channels.
- Streamlined issue resolution processes, improving customer satisfaction ratings through efficient ticket management systems.
- Developed training materials for new hires, fostering knowledge retention and consistent service delivery among staff.
- Led cross-functional teams in implementing process improvements, resulting in increased workflow efficiency and reduced errors.
- Analyzed customer feedback trends to identify areas for service enhancement, driving strategic initiatives aligned with client needs.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
Special Investigator- Payment Integrity
United Healthcare
Greensboro, NC
11.2023 - 09.2025
- Conducted thorough investigations to identify fraudulent activities within healthcare claims.
- Collaborated with cross-functional teams to develop and implement compliance protocols.
- Analyzed data trends to detect anomalies and potential fraud risks in submissions.
- Prepared detailed reports summarizing findings and recommended actions for management.
- Utilized advanced investigative tools and software to enhance efficiency in case evaluations.
- Reviewed policies and procedures, identifying areas for process improvement and risk mitigation.
- Trained new staff on investigative techniques and regulatory requirements for compliance adherence.
- Strengthened client relationships by providing timely updates on investigation progress and outcomes.
- Enhanced case resolution efficiency by conducting thorough investigations and analyzing evidence.
- Streamlined investigative processes with the implementation of advanced research techniques and tools.
Material Handler - Safety Auditor
FedEx Express
Greensboro, NC
11.2023 - 01.2025
- Operated material handling equipment to ensure efficient movement of packages within facility.
- Collaborated with team members to meet daily shipping and receiving goals effectively.
- Maintained accurate inventory records using FedEx tracking systems and software.
- Implemented safety protocols to reduce incidents and promote a secure work environment.
- Trained new employees on material handling procedures and best practices for efficiency.
- Streamlined sorting processes, improving package delivery timelines by optimizing workflow.
- Conducted routine inspections of equipment to ensure operational readiness and compliance.
- Assisted in developing training materials that enhanced employee onboarding experience.
- Transported inventory items to appropriate locations.
- Packed items into appropriate containers for shipment.
- Maintained a safe work environment by following proper safety protocols and conducting regular inspections.
- Kept storage areas organized, clean, and secure to fully protect company assets.
- Collaborated with team members to ensure timely completion of tasks and high-quality work standards.
- Operated forklifts and pallet jacks to transfer large products from one area of warehouse to another, allowing for easier accessibility.
- Used hand-held scanners and physical logs to accurately track item movements.
Night Auditor
Marriot Hotel
Winston-Salem, NC
05.2023 - 12.2024
- Reconciled daily financial transactions to ensure accuracy and compliance with hotel policies.
- Managed guest check-ins and check-outs, enhancing overall guest satisfaction through efficient service.
- Monitored property security systems, ensuring safety of guests and staff during night shifts.
- Prepared daily financial reports for management, highlighting discrepancies and operational insights.
- Assisted in implementing cost-saving measures, improving overall revenue management processes.
- Trained new staff on front desk procedures, fostering a collaborative team environment.
- Conducted regular audits of cash drawers, maintaining accountability and minimizing discrepancies.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Credit Assistance Specialist
Bank of America
Greensboro, NC
11.2020 - 11.2023
- Analyzed customer financial data to develop tailored solutions and enhance client relationships.
- Led cross-functional teams to streamline banking operations and improve service delivery efficiency.
- Implemented compliance measures ensuring adherence to regulatory standards across all transactions.
- Mentored junior staff on best practices in customer service and operational procedures.
- Optimized workflow processes, resulting in improved turnaround times for account management tasks.
- Collaborated with technology teams to integrate digital tools enhancing customer experience and engagement.
- Conducted regular audits of processes, identifying areas for improvement and driving continuous enhancements.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Executed bankruptcy procedures to ensure compliance with legal requirements.
Utilization Manager
Anthem Healthcare
Winston-Salem, NC
09.2019 - 06.2020
- Led utilization review processes to ensure compliance with healthcare regulations.
- Developed and implemented protocols for efficient resource allocation and patient care management.
- Analyzed data trends to optimize treatment plans and improve patient outcomes.
- Collaborated with multidisciplinary teams to enhance service delivery and operational efficiency.
- Streamlined reporting processes, reducing turnaround time for authorization requests by implementing new systems.
- Evaluated performance metrics to identify areas for improvement in care coordination strategies.
- Established strong working relationships with insurance companies, effectively advocating for patients'' needs during reimbursement negotiations.
- Served as a liaison between clinical staff, administrative personnel, and external stakeholders for all matters related to utilization management, facilitating clear communication across all parties involved.
- Coordinated with other department leaders to align utilization management initiatives with broader organizational goals and objectives.
- Enhanced patient care by conducting thorough utilization reviews and coordinating with healthcare providers.
- Identified gaps in service delivery and recommended improvements to optimize resource utilization and quality of care.
Education
BBA - Business Administration And Management / Marketing
Strayer University
Greensboro, NC06.2025
Associate of Arts - Business Administration
Strayer University
Greensboro, NC10.2024
Skills
- Call center experience
- Complaint handling
- Sales support
- Client retention strategies
- Escalation management
- Strong leadership
- Reporting and documentation
- Customer support
- Account management
- Database management
- Teamwork and collaboration
- Time management
- Attention to detail
Certification
North Carolina Notary Public
North Carolina Remote Electronic Notary
NNA - Loan Signing Agent Certification
Timeline
Sr. Customer Service Coordinator - Small Business
Capital One
09.2025 - Current
Special Investigator- Payment Integrity
United Healthcare
11.2023 - 09.2025
Material Handler - Safety Auditor
FedEx Express
11.2023 - 01.2025
Night Auditor
Marriot Hotel
05.2023 - 12.2024
Credit Assistance Specialist
Bank of America
11.2020 - 11.2023
Utilization Manager
Anthem Healthcare
09.2019 - 06.2020
BBA - Business Administration And Management / Marketing
Strayer University
Associate of Arts - Business Administration
Strayer University