Carla Mena
Summary
Bilingual Senior Customer Service Specialist with 5+ years of experience, membership services, and consumer registration. Proven track record in high-volume call center operations, technical issue resolution, and compliance with state and federal regulations. Adept at Salesforce CRM, data entry, and process improvements to enhance accuracy, efficiency, and customer satisfaction.
Overview
4
4
years of professional experience
Work History
Member Support Specialist
Public Partnership LLC
Remote, U.S
02.2025 - Current
- Assisted clients with managing their accounts, including providing guidance on processes.
- Managed difficult situations calmly and effectively while maintaining a positive attitude.
- Responded to all inquiries in a professional, friendly, and timely manner, public service-oriented, and worked effectively with persons with disabilities.
- Provided top-notch customer service to promptly resolve technical and nontechnical inquiries for Time4Care and the telephony automated system.
Membership Enrollment/Senior Billing Specialist
Elevance Health
Remote, U.S
03.2023 - 02.2025
- Responded to client inquiries via phone, email, chat, fax, and resolved customer tickets using Salesforce.
- Screened forms from Sales and Underwriting for new groups, utilizing my comprehensive understanding of benefits to discern the specific needs.
- Conducted audits and maintained efficient communication with clients to ensure timely issue resolution.
- Handled escalated cases from customers regarding billing disputes professionally.
Membership Enrollment/Billing Specialist
Elevance Health
Remote, U.S
06.2021 - 04.2023
- Answered 60+ inbound calls daily from English and Spanish-speaking customers. Provided excellent customer service, resolving inquiries.
- Worked with over 100 patients to ascertain issues, making referrals to appropriate departments or agencies.
- Maintained accurate documentation of all clinical interventions conducted within the managed care setting.
- Provided excellent customer service to members, with a special focus on resolving any issues in a timely and efficient manner.
Education
Associate in Science (A.S.) -
Bronx Community College
Skills
- CRM software
- Time management
- Attention to detail
- Problem-solving
- Microsoft Office Suite
- Task prioritization
- Calm under pressure
- Case file preparation
- Escalation handling
- Customer relationship
- Customer Empathy
- Database administration
- Cross-functional coordination
- Account management
- Zendesk, Slack
- Salesforce management
- Five9
- FLUENT IN Spanish
Timeline
Member Support Specialist
Public Partnership LLC
02.2025 - Current
Membership Enrollment/Senior Billing Specialist
Elevance Health
03.2023 - 02.2025
Membership Enrollment/Billing Specialist
Elevance Health
06.2021 - 04.2023
Associate in Science (A.S.) -
Bronx Community College
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