Carla Craig
Phoenix,AZ
Summary
Experienced customer service leader with over 25 years in high-volume call centers and administrative roles. Expertise in conflict resolution, account management, and team collaboration. Committed to enhancing service delivery and achieving organizational objectives.
Overview
10
10
years of professional experience
Work History
Human Resources Assistant
The House of Balkis
Tempe, Arizona
09.2025 - Current
- Coordinated recruitment efforts, scheduling interviews and ensuring clear communication with candidates to enhance candidate experience.
- Processed business and identification cards, bank accounts, and reference checks to support efficient hiring protocols.
- Maintained employee records and filing systems, ensuring accuracy and compliance with regulatory requirements.
- Managed sensitive information in recruitment processes with strict confidentiality. with discretion and integrity throughout recruitment processes.
- Reviewed employee files to gather necessary information for authorized requests. to obtain information for authorized persons and organizations.
BHT-Behavioral Health Technician
The House of Balkis
Tempe, Arizona
08.2024 - 09.2025
- Facilitated crisis interventions to ensure a safe environment for all patients.
- Assisted in implementing individualized care plans for patients with diverse needs.
- Monitored patient behavior and emotional well-being throughout daily activities.
- Educated patients on coping techniques and healthy lifestyle choices.
- Maintained a clean and organized therapeutic space for daily activities.
Administrative Coordinator
Santander Consumer USA
Mesa, Arizona
07.2022 - 04.2024
- Supervised departmental email correspondence, executed account data audits, and managed high-volume data entry workflows to support operational efficiency in the Reinstatements Department.
- Assisted in preparing reports and presentations that informed strategic decisions for senior management.
- Oversaw procurement of office supplies to ensure availability for daily operations. and maintained inventory levels effectively.
Reinstatement Account Associate
Santander Consumer USA
Mesa, Arizona
07.2016 - 07.2022
- Successfully navigated complex auto loan reinstatements while balancing client retention and company policy.
- Handled heavy inbound and outbound call volumes, securing payments on past-due auto loans through empathetic negotiation techniques.
- Managed client accounts, ensuring timely responses to inquiries to support client satisfaction.
- Responded promptly to inquiries from customers regarding payment status or billing questions.
- Coordinated client onboarding sessions to improve user experience and facilitate smoother transitions at Santander Consumer USA.
Education
Some College (No Degree) - Business
Arizona Institute of Business And Technology (A.I.
Phoenix, AZ09-1999
GED -
South Mountain High School
Phoenix, AZ09-1993
Skills
- Recruitment Coordination
- Recruitment coordination
- Candidate Engagement
- Recruitment coordination
- Employee record maintenance
- HRIS Software
- Confidential information management
- Recruitment coordination
Timeline
Human Resources Assistant
The House of Balkis
09.2025 - Current
BHT-Behavioral Health Technician
The House of Balkis
08.2024 - 09.2025
Administrative Coordinator
Santander Consumer USA
07.2022 - 04.2024
Reinstatement Account Associate
Santander Consumer USA
07.2016 - 07.2022
Some College (No Degree) - Business
Arizona Institute of Business And Technology (A.I.
GED -
South Mountain High School