Carmen Rea-Kodatt

Data-focused professional improving decision-making and operational performance through precise data management, analysis, and reporting. Build scalable systems that enhance data quality, reduce redundancy, and accelerate workflow efficiency across business functions. Collaborate cross-functionally, resolving system challenges and strengthening customer and team experiences through accurate, timely insights.

Recognized for adaptability, analytical thinking, and commitment to continuous learning and process optimization.

Customer Service Representative at SENTRY (2026-01 – Present)

Identifying and resolving issues using empathy and sound judgement to ensure a high-quality customer experience. Navigating multiple software systems to document customer interactions and accurately update account records. Answering phone calls to provide information on coverage, policy changes, and premium payments.

Senior Operations Specialist, LAP at COLLEGE OF AMERICAN PATHOLOGISTS (2024-02 – 2025-09)

Conduct onboarding calls for new domestic laboratories to guide application setup, demonstrate available resources, and establish direct support channels, improving customer confidence and application success rates. Onboarded almost 20 per month. Able to help laboratories onboard in under the three months' time allotted.

Lead operational support for accreditation processes, serving as primary contact for complex technical, compliance, and procedural inquiries and issue resolution. Manage laboratory and personnel data in Oracle and SCORES; oversee BPM Work Queue to monitor task progression and maintain data integrity across systems. Maintain clear, compliant communication of accreditation updates and documentation requirements across internal teams and customers.

• Delivered responsive customer support via chat and phone, resolving 95% of inquiries within 24 hours and maintaining high satisfaction ratings.
• Created call transfer chart to improve accuracy of transferring calls and improve customer satisfaction, which was adopted by the entire department.
• Completed Leadership Development Program focused on time management, communication, and efficiency improvements, increasing task completion speed and workflow prioritization.

Operations Specialist, LAP at COLLEGE OF AMERICAN PATHOLOGISTS (2021-10 – 2024-02)

Supported laboratory accreditation by processing applications, maintaining data systems, and resolving customer issues. Scheduled onboarding sessions, managed regional application workflows, and provided technical assistance through multiple support channels. Played key role in ensuring smooth operations and high-quality service delivery.

• Represented department in redesigning Employee Engagement Survey; customized questions, capturing reliable data, and driving workplace improvements.
• Promoted participation campaign, achieving 89% completion rate — highest engagement in survey history.
• Co-founded and co-led Latino Employee Engagement Group for two years, fostering career and personal growth opportunities.
• Organized professional development events, including headshot sessions and presentation workshops to build confidence in in-person and virtual settings.

Logistics Coordinator at Randstad (2020-12 – 2021-10)

Analyzed and communicated inspection and accreditation data to laboratories and internal teams.

Managed

SharePoint setup and ensured accurate data sharing across departments.

Monitored Business Process

Workspace notification and flagged significant changes for action. Coordinated inspector assignments and maintained accurate accreditation records. Assisted in assigning inspectors and managing inspection logistics. Distributed accreditation letters and ensured timely information to accredited laboratories.

• Aided by assembling inspection teams, sending still accreditation letters to laboratories; setting up inspection video calls as needed; and set up SharePoint folders for coordinated inspections to decrease backlog due to COVID of laboratories needing inspection.

Customer Service & Tech Support at BLACKBOARD (2020-08 – 2020-10)

Resolved technical issues for K-12 customers, including device troubleshooting and platform access via phone support. Documented customer interactions and identified recurring issues for escalation. Applied promotional codes and ensured accurate order processing. Assisted with enrollment, withdrawal, and technical troubleshooting for students and parents.

• Was one of twelve selected to train in technical troubleshooting – one month after starting position.

Factory Worker at HUGHES RESOURCES-SEAGA (2019-11 – 2020-03)

Performed quality assurance tests and tracked production metrics for vending machines. Performed mechanical operations on products - vending machines.

• Built and assembled electrical panels, contributing to process efficiency improvements.
• Cross-trained on six production lines, earning Employee of the Month in the 1st month.
• Assisted with quality checks for production lines to ensure product was assembled correctly.

Bachelor of Science in Biology – EDGEWOOD COLLEGE