Summary
Overview
Work History
Education
Skills
Timeline
Generic

Carla Harris

Arlington,TX

Summary

Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.

Overview

12
12
years of professional experience

Work History

Sr. Customer Service Representative

City Of Fort Worth Development Services
11.2022 - Current
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Handled customer inquiries and complaints with professionalism to restore satisfaction.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Resolved customer service issues using company processes and policies and provided updates to customers.

Customer Service

First Source Medical Resources LLC
03.2020 - 07.2022
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Completed data entry to record call notes, suggestions and questions.
  • Promoted company brand and unique offerings through personalized customer service.
  • Handled customer inquiries and suggestions courteously and professionally.

Customer Service Representative

Etan Industries
08.2016 - 02.2020
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Answered constant flow of customer calls with minimal wait times.
  • Cross-trained and backed up other customer service managers.

Eligibility Specialist

Mississippi Department Of Human Services
02.2012 - 06.2016
  • Resolved discrepancies with client applications to verify eligibility.
  • Communicated with people from various cultures and backgrounds on application process.
  • Processed and certified documents for accuracy and compliance with government regulations.
  • Interviewed applicants and explained scope of different available benefits.
  • Scheduled appointments with applicants to gather information and explain benefits processes.
  • Developed extensive fact-checking and research skills by continuously reviewing different programs and options.
  • Engaged wider departments in accurate, timely paperwork completion.
  • Facilitated information and resource exchanges with external agencies to progress client applications.

Education

Bachelor of Science - Professional Interdisciplinary Studies

Jackson State University
Jackson, MS
12.2009

Skills

  • Resolving Complex Issues
  • Team Monitoring
  • Interpersonal Communications
  • Policy and Procedure Adherence
  • Solution Planning
  • Privacy Policies
  • Client Needs Assessment
  • High-Volume Environments
  • Cultural Awareness
  • Verifying Eligibility
  • Calm and Professional Under Pressure
  • Customer Complaint Management
  • Customer service professional
  • Goals and Performance

Timeline

Sr. Customer Service Representative

City Of Fort Worth Development Services
11.2022 - Current

Customer Service

First Source Medical Resources LLC
03.2020 - 07.2022

Customer Service Representative

Etan Industries
08.2016 - 02.2020

Eligibility Specialist

Mississippi Department Of Human Services
02.2012 - 06.2016

Bachelor of Science - Professional Interdisciplinary Studies

Jackson State University

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Carla Harris