Laurie Carter

Home Daycare Provider - Home Daycare Provider - Peabody, MA

(2014-06)

Customer Service and Sales Representative - Verizon Communications - Andover, MA

(2006-06 - 2014-05)

• A direct customer contact for selling Verizon products and services to meet sales objectives
• Answer customer questions, handle requests for service, and resolve customer problems in a prompt, courteous, and accurate manner
• Identify customer needs, determine which products would benefit them, and recommend services that provide value
• Act as a customer representative in activities with other departments to resolve customer disputes and problems
• Make independent and timely decisions
• Negotiate service order requests from existing and new customers such as; installation, removal and/or changes of network services and discuss/modify pending orders
• Accurately compute and quote rates, adjustments, and balances, to customers
• Discuss, investigate and resolve billing inquiries, other inquiries and complaints such as; justifying billing, granting or refusing adjustments, handling annoyance call complaints
• Handle large volumes of incoming telephone calls
• Obtain, assess and establish customer credit information
• Make judgement on customer requests for extension of time and amounts to pay on bills

Senior Payroll Specialist - Paychex, Inc. - Woburn, MA

(2004-08 - 2006-06)

• Responsible for client base of 250-300 small to mid-size businesses
• Daily phone contact with clients to obtain payroll data, tax information and employee deductions (i.e. garnishments, retirement plans, health insurance etc.)
• Correspondence with federal, state and local tax agencies on behalf of clients in penalty situations
• Amending quarterly and annual tax returns due to incorrect filing
• Attend weekly training sessions to remain up to date on wage and tax laws

Case Manager - Phoenix East Location - Team Coordinating Agency - Haverhill, MA

(2001-08 - 2002-01)

• Responsible for admissions and record compliance for individual clients
• Responsible for monthly documentation of client progress
• Responsible for coordination, scheduling and documentation of all client medical appointments
• Milieu management
• Facilitated program groups
• GED educational liaison

Shift Supervisor - Crossroads Location - Team Coordinating Agency - Haverhill, MA

(2000-02 - 2001-08)

• Ensuring strict adherence to structure and scheduling of the therapeutic milieu
• Maintaining individual records for compliance with regulatory requirements
• Crisis management and conflict resolution
• Staff supervision and training
• Individualized treatment planning
• Rotation of on-call emergency pager

City Manager - Thrifty Car Rental - Lawrence, MA

(1998-11 - 2000-02)

• Correspondence between insurance companies and Thrifty Car Rental regarding direct billing and accident reports
• Negotiating rental accounts for large companies (i.e. car dealerships and hotel accounts)
• Customer service, including phone support
• Business and site operations

Legal Support Specialist - SEARS Credit Central - Salem, MA

(1997-06 - 1998-10)

• Correspondence between Sears and various attorney offices regarding the reconciliation of client credit reports
• Credit reporting using proprietary software
• Clerical duties, including filing, typing and phone support

North Shore Community College (2003-01 - 2004-06)

Lynn English High School (1997)