CARLA ARMSTRONG
Dallas,TX
Summary
Results-driven Customer Service Professional experienced in high-volume call centers, airline, and healthcare environments. Resolved complex customer issues and improved satisfaction scores through effective CRM management and cross-functional collaboration. Focused on delivering exceptional support in remote settings while prioritizing tasks in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Aetna Health
09.2025 - 03.2026
- Achieved high customer satisfaction through accurate and timely issue resolution
- Handled high-volume inbound calls, efficiently resolving insurance claims, benefits, and eligibility issues
- Collaborated cross-functionally to resolve escalated cases efficiently
- Recorded interactions in CRM systems to maintain compliance and facilitate timely follow-up
Guest Service Agent
Spirit Airlines
03.2024 - 08.2025
- Resolved complaints and improved passenger experience under pressure
- Resolved passenger complaints to enhance overall experience under pressure
- Managed reservations, boarding, and ticketing systems with high accuracy
Customer Service Representative
Maximum
12.2023 - 03.2024
- Managed customer accounts, inquiries, and escalations to ensure effective resolution and customer satisfaction
- Streamlined response processes and ensured accurate CRM records to enhance service delivery
- Executed order processing, returns, and exchanges with precision to maintain customer trust
Customer Service Representative
Luxor Staffing
08.2022 - 11.2023
- Handled high-volume calls and emails, ensuring adherence to service quality standards
- Trained new hires, enhancing overall team performance and cohesion
- Reviewed customer feedback to refine customer service processes
Inventory Clerk
Amazon
05.2020 - 06.2021
- Enhanced inventory layout for improved access in fast-paced warehouse environment.
- Coordinated stock replenishment for efficient order fulfillment.
- Managed inventory organization in a fast-paced warehouse environment.
- Conducted audits and utilized system tracking to ensure inventory accuracy
- Addressed discrepancies to improve accuracy to enhance overall warehouse efficiency
Insurance Verification Specialist
Methodist Health System
12.2019 - 04.2020
- Verified patient insurance eligibility and benefits for timely treatment approval.
- Verified insurance eligibility, minimizing claim errors
- Communicated with insurance companies to clarify coverage details and requirements.
- Communicated benefits to patients, enhancing satisfaction
- Maintained accurate and organized patient records within the healthcare database system.
Education
High School Diploma -
Allen High School
Skills
- Customer Service Call Center Operations CRM Systems Remote Support Data Entry Problem Solving Conflict Resolution Multitasking Time Management Microsoft Office Zendesk Salesforce Communication Quality Assurance Customer Retention Email & Chat Support
- Customer relationship management
- CRM software usage
- Issue resolution
- Claims processing
- CRM management
Timeline
Customer Service Representative
Aetna Health
09.2025 - 03.2026
Guest Service Agent
Spirit Airlines
03.2024 - 08.2025
Customer Service Representative
Maximum
12.2023 - 03.2024
Customer Service Representative
Luxor Staffing
08.2022 - 11.2023
Inventory Clerk
Amazon
05.2020 - 06.2021
Insurance Verification Specialist
Methodist Health System
12.2019 - 04.2020
High School Diploma -
Allen High School