Carrie Garza
Colorado Springs,CO
Summary
With over 15 years of experience in finance and customer service, including a pivotal role at Stratus's DBA Falcon Broadband, I excel in general ledger reconciliation and team leadership. My proactive approach led to a significant increase in customer satisfaction, showcasing my ability to merge analytical prowess with empathetic customer care. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
32
32
years of professional experience
Work History
Apparel Associate
Walmart
Fountain , CO
02.2025 - 11.2025
- Assisted customers with apparel selection and fit recommendations.
- Collaborated with team members to maintain a clean and welcoming store environment.
- Sorted, folded, and organized merchandise on the sales floor for optimal customer access.
- Stocked shelves with newly arrived merchandise according to store guidelines.
- Assisted customers with selecting apparel items that suited their needs and preferences.
- Managed multiple tasks simultaneously while working within tight deadlines.
- Assisted other associates in completing tasks during peak hours of operation.
- Operated cash register accurately to complete transactions quickly and efficiently.
- Greeted customers promptly to engage and assist with apparel needs.
Billing Specialist
Charter Communications, Spectrum
Colorado Springs, CO
06.2024 - 10.2024
- Processed customer billing inquiries and resolved discrepancies efficiently.
- Reviewed billing statements for accuracy and compliance with company policies.
- Maintained detailed records of customer accounts and transaction history.
- Communicated with customers regarding payment options and overdue accounts clearly.
- Answered customer inquiries regarding billings, payments, account status.
- Processed credit card transactions through Point-of-Sale terminals or online systems.
Customer Operations Manager
StratusIQ DBA Falcon Broadband
Colorado Springs, CO
05.2005 - 10.2024
- Handle customer inquiries for new Internet, phone, and cable TV orders, process and manage customer accounts using company billing software, work on collection accounting, and train and mentor new Customer Service Representatives.
- Bookkeeping and accounting experience: 15 years.
- Cash handling, proficient in general ledger accounting, finance concepts, and experience in general reconciling.
- Analytical skills identify problems, gather information, and find logical resolutions.
- Time management experience.
- Handled accounts receivable duties, processed all checks through the billing system, processed through the bank portal, processed all credit card files in the billing system, then moved over to the bank portal, handled all credit card disputes, refunds, reversals, and fraud activity.
- Created invoices for all new vendors, reached out to each vendor for billing on 30-60-day billing system.
- Submitted reports daily to the billing company, Macc.
- Closed out all service orders done by technicians, then billed for services in billing software for services provided by the company.
- Managed all credits, refunds, and supervisor calls that came in for billing issues.
- Tier 1 troubleshooting - For fiber-to-the-home, DSL, and hybrid fiber coaxial Internet, telephone, cable TV, DVRs, DCTs, and cable modems.
- Provisioning involves handling win-backs, ports, LSR request forms, CSR request forms, order rejection forms, cancellation forms, accessing the switch, and making changes within the switch.
- A/R Collections Supervisor - Responsible for sending collections reports, numbers reports, data entry, late notices, and bad debt write-offs.
- Damage Invoicing (construction) - Responsible for reporting damage to UNCC, damage reports, and billing companies for damages.
- Implemented new customer service strategies, resulting in an XX% increase in overall customer satisfaction ratings.
- Managed a team of XX customer service representatives, providing guidance and support to ensure high-quality customer interactions.
- Developed and delivered comprehensive training programs for new hires, resulting in a XX% reduction in onboarding time.
- Analyzed customer feedback data to identify trends and areas for improvement, leading to the implementation of targeted solutions that increased customer retention by XX%.
- Created and maintained standard operating procedures (SOPs) for the customer service department, ensuring consistent delivery of exceptional service.
- Monitored key performance indicators (KPIs), such as average response time, first call resolution rate, and customer satisfaction scores, to drive continuous improvement efforts.
- Led weekly team meetings to communicate updates, share best practices, and foster a positive work environment, focused on delivering outstanding customer experiences.
- Developed strong relationships with key clients through regular communication and proactive problem-solving initiatives.
- Created detailed reports on overdue accounts for Internal use and external reporting requirements.
Assistant Manager
COLORADO HOME MORTGAGE
Colorado Springs, CO
04.2000 - 05.2005
- Opened new accounts, new mortgages, and refinanced mortgages; managed employee scheduling and training (approx. 15).
- Assisted with outbound sales to increase sales, ensured mortgage applications were in compliance with regulations for underwriting, and performed clerical duties as needed.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Proposed or approved modifications to project plans.
- Collaborated with management on developing strategic plans for achieving business goals.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Established processes for monitoring customer satisfaction levels.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Maintained up-to-date knowledge of company products and services.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
Operator
Penrose Hospital
Colorado Springs, CO
06.2000 - 05.2003
- Handled inbound and outbound call traffic for all three hospitals.
- Worked on-call shifts for evening hours, processed all work orders that needed to be worked by Maintenance and Housekeeping, handled all codes called for all three hospitals: Code Red, Code Blue, and managed all reporting that came with all codes.
- Transferred to the mail room at Penrose Hospital, performed job functions in the mail room, sorted incoming and outgoing mail, and processed all outgoing mail through the mail machine.
- Managed all cash payments daily, tallied at the end of each day, and performed A/R duties.
- Organized UPS, FedEx, and USPS shipments daily.
- Drove and dropped off mail at the monument location every morning.
- Escalated complex customer service issues to management when necessary.
- Paged employees over PA system to ensure prompt connection with callers.
- Monitored and operated PBX switchboard to route incoming calls to appropriate personnel.
- Updated telephone directories regularly with new contact information for staff members.
- Assisted external callers with department directory information as needed.
- Performed administrative duties such as filing, photocopying, faxing documents.
- Completed connections between callers, departments and professionals.
- Transcribed message details to promptly relay to appropriate recipients.
- Assisted administrative team with accepting orders, scheduling appointments or meeting rooms or sending and receiving faxes.
- Shared or forwarded messages and information to designated personnel.
- Participated in emergency preparation meetings to understand crisis management procedures.
- Answered general inquiries from customers over the phone or via email.
- Responded promptly to emergency calls for assistance.
- Utilized paging technology within organization to connect quickly with key people.
- Recorded messages from callers and relayed them to the appropriate personnel in a timely manner.
- Used reference files to answer simple questions about client business.
- Reported telephone line issues and outages for prompt repairs.
- Identified potential customer needs and offered additional services when applicable.
Assistant Manager
MONTGOMERY WARDS
Colorado Springs, CO
04.1994 - 06.2000
- Worked straight commission selling labor and parts for the automotive division, performed all opening and closing duties for the store manager, and handled customer complaints and customer returns.
- Detail Clerk - Handled administrative duties, accounts payable, and inventory; maintained employee work schedules.
- Proposed or approved modifications to project plans.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Collaborated with management on developing strategic plans for achieving business goals.
Education
Some College (No Degree) - Accounting And Finance
Pikes Peak Community College
Colorado Springs, CO05-2027
High School Diploma -
Wasson High School
Colorado05-1986
Skills
- 80 w pm
- Telecommunication
- Excel
- Powerpoint
- Word
- Customer Care
- Customer Experience
- Financial Concepts
- General Ledger Accounting
- General Ledger Reconciliation
- Journal Entries
- Bookkeeping
- Technical Support
- Outbound Sales
- Office Management
- Accounts Receivable
- Bank Reconciliation
- QuickBooks
- Attention to detail
- Merchandise displays
- Reliable and responsible
- Retail merchandising
- Point-of-sale operation
Accomplishments
- First-call resolution: Resolved a high percentage of customer complaints on the first call.
- Training programs: Developed and implemented training programs to improve team performance and service quality.
- Successfully resolved over 200 customer issues, resulting in a 50% decrease in customer complaints.
- Change management: Led the department through a significant organizational change with minimum disruption, maintaining 100% project delivery during the transition period.
References
References available upon request.
Assessments
- Supervisory skills, Proficient, 10/01/23
- Data entry, Proficient, 10/01/23
- Customer service, Proficient, 03/01/24
- Bookkeeping, Proficient, 07/01/24
- Customer focus & orientation, Proficient, 01/01/24
- Customer focus & orientation, Proficient, 04/01/23
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Apparel Associate
Walmart
02.2025 - 11.2025
Billing Specialist
Charter Communications, Spectrum
06.2024 - 10.2024
Customer Operations Manager
StratusIQ DBA Falcon Broadband
05.2005 - 10.2024
Operator
Penrose Hospital
06.2000 - 05.2003
Assistant Manager
COLORADO HOME MORTGAGE
04.2000 - 05.2005
Assistant Manager
MONTGOMERY WARDS
04.1994 - 06.2000
Some College (No Degree) - Accounting And Finance
Pikes Peak Community College
High School Diploma -
Wasson High School