Carlotta E. Harris
Warren,MI
Summary
Conscientious, reliable, and motivated professional with extensive experience in customer service, finance and accounting. Skilled at providing guidance, support and assistance. Strong communication and management skills and committed to inspiring community service.
Overview
24
24
years of professional experience
Work History
Community Development Coordinator
Covenant House
07.2022 - Current
- Strengthened community partnerships by developing and implementing collaborative projects.
- Boosted local economic growth by coordinating community development initiatives.
- Enhanced public engagement with targeted outreach strategies for diverse populations.
- Evaluated existing programs to identify areas for improvement and maximize impact on the community.
- Communicated effectively with all different personalities and people in various job positions by being courteous, enthusiastic and offering clear feedback.
- Organized successful fundraising events that promoted awareness of local resources and opportunities available to residents.
- Implemented data-driven approaches to assess project outcomes and guide future decision-making processes.
- Organized successful events that promoted awareness of local resources and opportunities available to residents.
- Developed strategic plans outlining goals, objectives, and action steps for sustainable community growth.
- Collaborated with cross-functional teams to address pressing community issues such as housing, education, and workforce development.
- Promoted environmental sustainability practices through educational workshops and advocacy efforts targeting businesses and residents alike.
- Leveraged social media platforms to increase communication between municipal officials, non-profit organizations, businesses, and residents regarding community development initiatives.
- Coordinated professional development opportunities for staff members ensuring continued capacity-building within the organization.
- Provided leadership, guidance and support to staff members.
- Participated in community events to promote services and engage with public.
- Partnered with local organizations to expand access to social and community services.
- Established and maintained relationships with key stakeholders.
- Conducted outreach activities to engage local stakeholders in programs.
Customer Service Representative II -Remote
Centene Corporation
01.2022 - 06.2022
- Resolve customer inquiries via telephone and written correspondence in a timely and appropriate manner
- Experience handling customer service issues with professionalism while directing complex issues to higher authority.
- Reference current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters
- Provide assistance to members and/or providers regarding website registration and navigation
- Educate members and/or providers on health plan initiatives Provide first call resolution working with appropriate internal/external resources, and ensure closure of all inquiries
- Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
- Process written customer correspondence and provide the appropriate level of follow-up in a timely manner
- Research and identify processing inaccuracies in claim payments and route to the appropriate team for claim adjustment
- Identify trends related to member and/or provider inquiries that may lead to policy or process improvements that support excellent customer service and impact quality and performance standards
- Work with other departments on cross functional tasks and projects
- Maintain performance and quality standards based on established call center metrics including turn-around times
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Successfully handled high volumes of customer traffic with a variety of different transactions; repetitive explanations of processes, form and procedures; various levels of customer complaints; and extended hours of operation.
Finance -Count Attendant
Greektown Casino-Hotel
10.2000 - 07.2022
- Consistently comply with M.G.C.B gaming regulations and policies.
- Adhere to internal control and department S.O.P in compliance with M.G.C.B regulations.
- Reconcile funds and daily reports of transactions to balance all controlled counts.
- Prepare and process daily gaming revenue for bank deposit and balance assigned funds as necessary.
- Develop and verify data integrity and accuracy of reports.
- Provide guest and gaming patrons with information regarding casino operations and promotions.
- Handled cash transactions accurately, ensuring proper documentation for financial records.
- Responded to all customer inquiries thoroughly and professionally.
- Enhanced customer satisfaction by providing efficient and courteous service.
- Collaborated with team members to improve overall service quality and guest experience.
- Resolved customer complaints in a timely manner, demonstrating professionalism and empathy.
- Contributed to a positive work atmosphere by maintaining open communication with colleagues and supervisors.
- Participated in training programs to stay current on industry best practices and company policies.
- Maintained a clean and safe environment for guests through regular inspection and cleaning tasks.
- Experience handling customer service issues with professionalism while directing complex issues to higher authority.
- Enhanced casino customer satisfaction by providing timely and professional assistance with financial transactions.
- Maintained a secure work environment by adhering to strict company policies and regulations regarding cash handling and transaction documentation.
- Processed large-volume transactions for high rollers, ensuring confidentiality and adherence to appropriate protocols.
- Processed various cash transactions and answered gaming customer questions.
Cashier Sales Associate
Target Corporation
10.2015 - 11.2017
- Cultivate a customer-focused shopping environment by responding to all guests in a friendly manner.
- Stocked and organized the store, checkouts, desk & displays according to merchandising layouts.
- Perform sales transactions in a timely fashion, calculate change & other acceptable forms of payments and issued all assigned change funds and receipts.
- Ensured compliance with company standard procedures for issuing refunds and cash control procedures.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Used POS system to enter orders, process payments and issue receipts.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
Osborn High School
Detroit, MISkills
- Precise , accurate and fiscally responsible
- Excellent communication skills verbally & written
- 20 years of customer service skills
- 20 years of finance & accounting experience
- Skilled in Microsoft office, Excel software
- Exceptional time management skills
- Proficient in accounting systems and software
- Strong organizational and prioritizing abilities
- Unique ability to relate to diverse customers
- Dedicated to professional development
Timeline
Community Development Coordinator
Covenant House
07.2022 - Current
Customer Service Representative II -Remote
Centene Corporation
01.2022 - 06.2022
Cashier Sales Associate
Target Corporation
10.2015 - 11.2017
Finance -Count Attendant
Greektown Casino-Hotel
10.2000 - 07.2022
Osborn High School
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