Carla Henry
Katy,TX
Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
5
5
years of professional experience
Work History
Customer Service Supervisor
Ledge Lounger
03.2023 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
Customer Service/ Interconnection
LoneStar Solar Services - Houston, TX
06.2022 - 01.2023
- Answer incoming call
- Answer all questions regarding existing systems
- Called for updates on status of accounts
- Welcome calls for new customers
- Filled out applications for utility companies
- Filled out inspection reports
- Called utility companies to get updates on projects.
- Strengthened client relationships through consistent follow-ups after service appointments.
- Followed up with customers to offer additional support and check resolution satisfaction.
Appointment Specialist/ Digital specialist
Rod Martins Complete Basement Systems
02.2020 - 11.2022
- Answer inbound calls for over 10 different locations
- Schedule appointment for free estimates
- Handled all emails/ Chats via website and putting into system
- Out bound texting
- Handled appointment/emails/ media for over 15 different sister companies
- Offered insight & ideas to help company grow.
- Collaborated with team members to continuously improve processes and enhance the overall client experience.
- Maintained accurate client records to ensure seamless communication between departments and staff members.
Call Center Representative
Aimco
07.2020 - 08.2021
- Answer Inbound calls
- Guest followups
- Set tour appointment
- Give information to guest on our Amenities
- Outbound calls.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Front desk agent
Embassy Suites by Hilton - Denver, CO
09.2019 - 06.2020
- Check in and out guest, handle cash, answer phones, accommodate guest needs.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Education
Bachelors in Business - Business Administration
Miller Motte Online
Nashville, TN08.2034
High School Diploma -
South High School
01.2018
Skills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Decision-Making
- Training and mentoring
- Customer Relations
- Positive and Constructive Feedback
- Handling Escalations
- Call Monitoring
- Sales Support
- Employee Scheduling
- Leading Team Meetings
- Quality Assurance
- Workforce Management
- CRM software proficiency
- Data Entry
- Relationship Building
Work Authorization
Authorized to work in the US for any employer
Personal Information
Relocation: Anywhere
Timeline
Customer Service Supervisor
Ledge Lounger
03.2023 - Current
Customer Service/ Interconnection
LoneStar Solar Services - Houston, TX
06.2022 - 01.2023
Call Center Representative
Aimco
07.2020 - 08.2021
Appointment Specialist/ Digital specialist
Rod Martins Complete Basement Systems
02.2020 - 11.2022
Front desk agent
Embassy Suites by Hilton - Denver, CO
09.2019 - 06.2020
Bachelors in Business - Business Administration
Miller Motte Online
High School Diploma -
South High School
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