Carlata Freeman
Sanford
Summary
Dedicated Customer Service Professional with over 8 years of experience in high-volume corporate environments, including Healthcare, Insurance, and Outsourcing. Proven track record in conflict de-escalation, billing resolution, and data integrity. Expert in navigating complex CRM systems and maintaining high satisfaction ratings while handling disputes, fraud claims, and account management.
Overview
10
10
years of professional experience
Work History
Billing Service Representative
VXI
07.2025 - 09.2025
- Assisted customers with inquiries regarding billing and service issues.
- Resolved customer complaints efficiently to enhance satisfaction levels.
- Processed service requests using customer relationship management software.
- Collaborated with team members to improve response times for customer queries.
- Maintained detailed records of billing transactions using industry-standard software.
Customer Service Representative
CoCENTRIX
11.2023 - 09.2025
- Supported onboarding of new team members through knowledge sharing sessions.
- Manage high-volume inbound calls, providing accurate resolutions for complex customer inquiries.
- Process account changes, credit transfers, and limit increases while ensuring 100% data accuracy.
- Proactively recommend product improvements and service enhancements to prevent recurring issues.
Customer Service Representative
Foundever
11.2022 - 10.2023
- Resolved billing disputes and processed merchandise exchanges/refunds to maintain customer loyalty.
- Analyzed account data to provide tailored solutions and product upgrades to existing clients.
- Consistently met performance metrics regarding call quality and average handle time (AHT).
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
24-7 Intouch
07.2021 - 08.2021
- Provided feedback on common customer issues to support process improvements.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Delivered rapid-response support in a fast-paced environment, focusing on immediate problem-solving.
Eligibility Specialist
Cigna
10.2020 - 02.2021
- Evaluated and processed eligibility applications for various insurance products.
- Collaborated with healthcare providers to verify patient eligibility and benefits.
- Utilized CRM systems to track application status and manage client interactions.
- Specialized in healthcare eligibility, verifying coverage and explaining complex benefit structures.
- Handled sensitive data with high integrity, ensuring compliance with HIPAA and privacy regulations.
- Investigated claim validity and reviewed adjustments directly with members to ensure transparency.
Member Services Coordinator
Ultimate Staffing
10.2018 - 09.2020
- Coordinated member onboarding processes, enhancing overall member experience and satisfaction.
- Served as a primary point of contact for member inquiries, focusing on high-quality service delivery.
- Managed contract forms, address updates, and service discontinuance orders via centralized databases.
- Managed member inquiries through multiple channels, ensuring timely and accurate responses.
- Implemented feedback mechanisms to gather member insights, driving continuous service improvement.
Customer Service Representative
Alorica
10.2015 - 07.2017
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
High School Diploma -
Oviedo High School
Oviedo, FLVocational Degree - Nursing
Seminole Community College
Lake Mary, FLSkills
- HIPAA compliance
- Claims processing
- Follow-up skills
- Accuracy and precision
- Conflict Resolution
- De-escalation
- Claims Investigation
- Account Retention
- Word
- Excel
- Outlook
- CRM Proficiency
- Data Entry
- Integrity
- Billing & Adjustments
- Fraud Detection
- Contract Processing
- Claims Review
- Active Listening
- Time Management
- Multitasking
- First-Call Resolution
Timeline
Billing Service Representative
VXI
07.2025 - 09.2025
Customer Service Representative
CoCENTRIX
11.2023 - 09.2025
Customer Service Representative
Foundever
11.2022 - 10.2023
Customer Service Representative
24-7 Intouch
07.2021 - 08.2021
Eligibility Specialist
Cigna
10.2020 - 02.2021
Member Services Coordinator
Ultimate Staffing
10.2018 - 09.2020
Customer Service Representative
Alorica
10.2015 - 07.2017
High School Diploma -
Oviedo High School
Vocational Degree - Nursing
Seminole Community College