AFRICA HARRIS
Raley’s Grocery Store / Pacific Staffing
Citrus Heights,CA
9
years of professional experience
Customer service and operations professional with 20+ years of experience across banking, healthcare, insurance, retail, and airline industries. Expertise in managing high-volume interactions, resolving complex issues, and processing financial and healthcare transactions. Proficient in fraud investigation, claims processing, and regulatory compliance. Strong communicator with critical thinking and conflict resolution skills, adept at prioritizing tasks to enhance customer satisfaction in fast-paced environments.
Work History
Customer Service Representative — Contract
1 Year 1 Month- Provide professional, customer-focused support across multiple communication channels while handling a high volume of inquiries and service requests.
- Resolve customer concerns efficiently through research, problem-solving, and personalized service, maintaining a strong first-contact resolution rate.
- Advocated for customers by clearly communicating their needs and coordinating effective solutions with internal departments.
- Investigated complex customer concerns and identified appropriate resolutions.
- Presented alternative solutions for dissatisfied customers to preserve relationships and enhance retention efforts.
- Support Customer Relationship Management (CRM) initiatives, including loyalty program enrollment and maintaining accurate customer information for more than 1,000 customers.
- Maintained detailed records of customer interactions and resolutions to ensure service continuity and support accurate reporting.
- Consistently balance company procedures and scripted requirements with individualized customer service to create positive customer experiences.
Card Investigation Technician — Contract
4 Months- Investigated card-related issues and reviewed account information to identify discrepancies, potential fraud, and unauthorized transactions.
- Reviewed financial and customer documentation to ensure accuracy and compliance with established credit union procedures.
- Conducted detailed research to identify inconsistencies and potential risk factors, escalating complex issues when appropriate.
- Collaborated with internal departments and other stakeholders to obtain information, resolve discrepancies, and support timely case resolution.
- Maintained confidential records and documented investigation findings to support resolution activities.
- Collaborated with internal departments and stakeholders to gather information and resolve discrepancies, facilitating timely case resolution.
- Applied strong analytical and critical-thinking skills when reviewing account information and determining appropriate next steps.
- Prepared clear documentation and reports summarizing research findings to support informed operational decisions.
- Consistently maintained a high level of accuracy while working with sensitive financial and customer information.
Call Service Representative — Contract
7 Months- Provided high-volume telephone support to customers regarding account types, banking products, transactions, payments, and account-related questions.
- Assisted an average of 150+ customers daily while maintaining professionalism, accuracy, and compliance with banking procedures.
- Researched account histories, transactions, checks, and payments to identify discrepancies, resulting in timely and accurate resolutions.
- Investigated suspected fraudulent activity by reviewing transaction histories and supporting documentation, contributing to enhanced security and customer trust.
- Processed fraud claims for ATM and debit/credit card transactions, ensuring accurate documentation and submission for review to expedite resolution.
- Researched account histories, transactions, checks, and payments to identify discrepancies and provide appropriate resolutions.
- Processed payments and cash advance requests accurately while maintaining appropriate account documentation.
- Provided provisional credit information and communicated claim status and expectations to customers.
- Protect confidential customer information while following established banking, security, and compliance procedures.
Customer Service Concierge Support Representative
2 Years- Delivered comprehensive telephone support to health plan members regarding eligibility, benefits, provider information, claims, pharmacy benefits, and premium billing.
- Maintained a strong first-call resolution rate by researching member accounts and providing accurate, easy-to-understand explanations.
- Reviewed healthcare claims and explained how benefits, deductibles, co-pays, and coverage were applied to individual member accounts.
- Assisted members with provider-related requests, including primary care physician changes and membership updates.
- Researched and resolved complex member concerns while maintaining professionalism and empathy during sensitive conversations.
- Assisted members with pharmacy benefit questions involving coverage, co-pays, formularies, and benefit requirements.
- Identified available programs and resources based on member needs and connected eligible members with appropriate vendors, health advocates, and support services.
- Verified members participation in outreach and care-gap programs and helped connect members with appropriate services.
- Composed routine and non-routine written correspondence addressing member benefits, provider, and account questions.
- Participated in quality and efficiency initiatives focused on improving workflows, service quality, and member satisfaction.
- Maintained accurate documentation and protected confidential member information while following healthcare policies and procedures.
Call Center Member Service Representative — Contract
8 Months- Assisted members with opening new accounts and successfully supported the onboarding of more than 200 customers.
- Facilitated account openings and successfully onboarded over 200 customers, enhancing their banking experience.
- Cross-sold appropriate banking products and services while maintaining a customer-focused approach.
- Educated members about available banking products and services and identified opportunities to meet additional financial needs.
- Assisted customers with credit products and referred members to appropriate lending and financial specialists based on individual needs.
- Processed withdrawals, consumer loan payments, account updates, debit and credit card payments, and electronic transactions.
- Educated members on banking products and services, identifying and addressing additional financial needs.
- Cross-sold relevant banking products and services, ensuring alignment with customer needs and preferences.
- Documented customer interactions and account activity according to established procedures.
Customer Service Agent
2 Years 7 Months- Provided customer service and airport support for more than 100 passengers daily in a fast-paced airline environment.
- Assisted passengers with flight changes, delays, baggage concerns, oversold flights, boarding, and other travel-related issues.
- Handled cash transactions accurately, checks, credit cards, travel vouchers, and coupons while accurately balancing daily transactions.
- Responded to telephone inquiries and provided accurate information regarding travel, reservations, and customer concerns.
- Resolved customer complaints while adhering to airline policies, leading to improved customer satisfaction.
- Executed transactions with precision and boarding requirements efficiently to support on-time departures and smooth airport operations.
- Processed transactions and boarding requirements efficiently to support on-time departures and smooth airport operations.
- Maintained composure and professionalism in high-pressure situations, ensuring positive customer experiences.
- Coordinated with airport and airline personnel to address customer issues, enhancing operational efficiency.
Education
Bachelor of Applied Science - Corrections & Criminal Justice
Online Campus
Associate of Science - Criminal Justice
Skills
Customer Service: Call Center Operations
Customer Advocacy
Member Services
Dispute resolution
Complaint Resolution
Customer Retention
Financial Services: Banking Operations
Account Servicing
Risk Assessment
Transaction Analysis
Payment Processing
Credit Products
Transaction Processing
Healthcare: Billing Support
Benefits & Eligibility
Medical Terminology
Benefit Coordination
Healthcare Knowledge
Insurance Knowledge
Member Outreach
Customer service
Active listening
Critical thinking
Fraud prevention
Technology: Salesforce
Microsoft Office
Office Applications
CRM Systems
Computerized POS Systems
Data Entry
10-Key
Professional: Record keeping
Critical Thinking
Research & Investigation
Quality Assurance
Compliance
Multitasking
Communication
Problem Solving
CORE COMPETENCIES
- Customer Service & Member Support
- Call Center Operations
- Banking & Financial Services
- Fraud & Card Investigations
- Healthcare Member Services
- Medical Claims Processing
- Benefits & Eligibility
- Account Maintenance
- Customer Retention
- Conflict Resolution
- Problem Solving & Critical Thinking
- Data Entry & Documentation
- Quality Assurance & Compliance
- Payment Processing
- CRM & Customer Relationship Management
- 10-Key & Data Accuracy
- Microsoft Office & Office Applications
- Salesforce
- Medical Terminology
- ICD-9 & ICD-10 Processing Knowledge
Timeline
Customer Service Representative — Contract
Raley’s Grocery Store / Pacific Staffing
07.2025 - CurrentRead More
Card Investigation Technician — Contract
Golden 1 Credit Union / Wollborg Michelson
09.2023 - 01.2024Read More
Call Service Representative — Contract
Mechanics Bank / AppleOne
10.2022 - 05.2023Read More
Customer Service Concierge Support Representative
Blue Shield of California
10.2020 - 10.2022Read More
Call Center Member Service Representative — Contract
San Francisco Federal Credit Union / AppleOne
02.2020 - 10.2020Read More
Customer Service Agent
Southwest Airlines
05.2017 - 12.2019Read More
Carrington College
Associate of Science from Criminal Justice
Read More
University of Phoenix
Bachelor of Applied Science from Corrections & Criminal Justice
Read More