Summary
Overview
Work History
Education
Skills
Special Interests
Honors And Leadership
Timeline
Generic

Carvena Harris

Southlake,TX

Summary

Motivated Customer Service Representative with over 14 years of aviation experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets, team goals and customer retention. Personable and professional communicator with the ability to be a team leader.

Overview

26
26
years of professional experience

Work History

Customer Relations Representative

American Airlines
07.2012 - Current
  • Complaints Resolution Official. Working knowledge of 14 CFR Part 382 - Nondiscrimination on Basis of Disability in Air Travel. Identifying potential violations, proactively defuse customer situations, resolving customer complaints of alleged violations, and completing the CERs Report.
  • Investigate Complaints: Research complaints and complaints filed to Department of Transportation.
  • Respond to complaints in timely manner, providing clear and concise communication.
  • Compliance Assurance: Ensure that all responses and resolutions align with relevant regulations and legislation, such as Air Carrier Access Act (ACAA) and other applicable laws.
  • Work with various departments within American Airlines reach resolutions.
  • Find resolutions for complaints in an effective and efficient manner that benefit customers and company.
  • Advocate for customers, ensuring that their concerns are addressed efficiently and expeditiously.
  • Accurately document all complaints, investigations, and resolutions.
  • Identify repetitive issues within complaints and recommend proactive measures to prevent future issues and enhance overall customer experience for.
  • Provide direct assistance and support in efforts to resolve escalated issues brought forward from Customer Care and Customer Recovery frontline agents.
  • DOT Compliance: Ensure compliance with DOT reporting requirements and assist in preparation of responses to DOT inquiries and audits related to disability accommodations.
  • Serves as a resource for internal customers such as American's airport/station personnel, in-flight pilots/flight attendants, and business partner employees on customer issues.

Executive Assistant

Anevrac Entertainment
05.2008 - 11.2013
  • Assisted West Coast Regional Manager of Talent Development Division
  • Processed all travel arrangements and expense reports
  • Arranged all meetings and conference calls
  • Prepared all meeting material needed (e.g.PowerPoints)
  • Answered, screened and directed all calls
  • Collected all mail and Fed-Ex's as well as distributed
  • Assisted in Scouting new talent and management
  • Organized talent appointments
  • Oversaw budget reports
  • Created and maintained filing systems and databases for talent submissions
  • Managed executive calendar
  • Greeted clients
  • Transcribed meeting minutes
  • Responded to email inquiries
  • Created correspondence using Microsoft Office
  • Prepared Powerpoint Presentations
  • Developed graphs & charts using Excel
  • Liaison with other executives, clients and talent
  • Assisted with marketing and promotion, and with ticket sales
  • Assisted with Talent Procurement
  • Senior event coordinator for teen summits
  • Recruited and trained all volunteers for discussion panel
  • Organized and scheduled the run of day
  • Assisted with stage production
  • Coordinated the catering
  • Handled logistics
  • Researched and collected data to report
  • Interacted with the media, ticket holders, clients, sponsors, talent, executives and celebrities in the Entertainment Industry.

Assistant III/Residency Coordinator

David Geffen School of Medicine UCLA
04.2008 - 05.2009
  • Provided support to Director of Surgical Education and Residency Program Director with general office duties and act as liaison with other educational offices, coordinated recruitment, research data of other residency programs and report findings, composed letters and correspondence for directors and residents, facilitated and administered testing, answered phones and pages for residents and directors during protected time, responded to phone inquiries as it related to the program and department
  • Provided administrative oversight and administrative support to the Division of Surgery with departmental budget, lab workshop budget, and residency progress by processing weekly progress reports, calculated scores, seek plan of action, monitored residents performance
  • Assisted with division inventory reporting and ordering of supplies and technical support
  • Maintained department website using Expressions
  • Maintained residents database and upkeep of demographics
  • Coordinated and organized residency recruitment process with application review and interview schedule, assisted on interview days(weekends)
  • Organized, and facilitated interns orientation, meetings, labs, events and conferences
  • Provided and distributed literature, equipment, created agendas, ordered catering, set up equipment, notified attendees, recorded and distributed minutes for directors, oversaw events and, prepared event material
  • Attended and monitored event to achieve maximum results
  • Produced, entered and edited rotation and call schedules, monitored rotations evaluations, initiated improvement, resolved resident concerns
  • Coordinated travel itinerary and speaking engagements for faculty and guest speakers
  • Planned itinerary for guest speakers and assign staff and residents to host
  • Provided educational material as needed for speakers
  • Assisted faculty and MSO with house staff credential needs, billing applications, personnel appointments, resident verification and general assistance as needed, notarize documents, composed and provided correspondence, daily reports and all related materials for the department
  • Prepared and gathered documents for department review for passing accreditation from the Residency Review Committee
  • Prepared contracts and letter of agreements with rotating hospitals
  • Coordinated residence Bi-Annual reviews with Directors
  • Prepared residents files for reviews
  • Assisted with division inventory reporting and ordering of supplies
  • Incorporated new rules and regulations as it related to keeping in compliance with ACGME guidelines
  • Served as the go to person for the Department of Surgery with all requests and concerns
  • Kept directors apprised of departments revisions, and residents progress with research and gathering data and reports
  • Organized resident interviews and graduation, located venue, determined budget, ordered catering, processed and distributed literature, coordinated photography, created brochure and event program
  • Reviewed and entered intern applications and assisted in selection process
  • Liaison with other medical staff offices, supervised volunteer workers, and maintained department website.

Management Assistant II

Cedars Sinai Medical Center
11.2007 - 04.2008
  • Managed physicians appointment calendar,processed credentials, medical license renewals and updates, organized all aspects of monthly meetings, seminars and videoconferences by creating and distributing agendas and materials, ordered catering reserved rooms for meetings, set up technical equipment, troubleshoot technical problems, and ensure a successful meeting
  • Provided support for scheduled Grand Rounds, CME conferences, journal clubs and weekly meetings
  • Assisted with implementation of video-conferences and scheduling
  • Processed travel arrangements and travel reports for faculty and guest speakers
  • Processed check request, assisted with grant preparation, monitored, entered and signed off on Doctors Time and Effort
  • Monitored and oversaw directors budget
  • Scheduled guest speakers, prepared daily itinerary, transported guest speaker when needed
  • Collected and prepared medical material for power-point presentation for meetings
  • Communicated with guest speakers to obtain materials needed
  • Act as host(as needed.) Edited material for punctuation and grammar, interacted effectively with directors, faculty, managers, internal and external individuals
  • Created department correspondence and materials
  • Assisted residents and medical students, coordinated all lectures by providing and distributing materials, setting up technical equipment, ordered catering, and recorded minutes
  • Produced residents call schedule
  • Acclimated new medical students
  • Facilitated orientation and testing
  • Incorporated new rules and regulations for the department
  • Liaison with other departments and served as support person for faculty, residents, staff, administrators on department and University policies and protocols
  • Performed other duties as required.

Office Manager

New Vision Home Health Care
08.2004 - 09.2007
  • Represented New Vision as an on-site representative to hospitals and medical facilities in order to solicit referrals of patients needing home care
  • Sales
  • Assisted with marketing and promotional ideas
  • Established relationships with medical staff and conducted presentations to educate staff on services offered by New Vision
  • Verified medical insurance
  • Processed payroll information, invoices and billing
  • Conducted entry and exit interviews
  • Attended year round workshops concerning state law and regulations for Medicaid and home health care in the state of Texas
  • Protected sensitive information of patients and staff
  • Created work schedule for staff
  • Principal liaison for the states Medicare governmental offices, doctors, vendors, employees and patients
  • Handled all budgetary paperwork and petty cash
  • Performed daily office operations by creating promotional material and office literature
  • Composed business correspondence, spreadsheets, and reports for the office
  • Monitored patient charts for progress, re-admission or discharge
  • Supervised office staff and contract employees
  • Organized meetings and events
  • Enforced governmental policies and procedures
  • Typed and proofread correspondence, memoranda, reports, proposals, technical papers, manuscripts, other documents, and related materials for supervisor or department staff as requested
  • Transcribed dictation relating to medical histories, physical examinations, discharges and other special notes involving a wide variety of medical terminology
  • Typed medical reports from rough draft, copy or tape, or other sources
  • Scheduled patient visits, answered general questions, obtained authorizations and pre authorizations for patient care services
  • Scheduled appointments with ancillary departments or other care providers as needed
  • Maintained master calendar for physician(s)
  • Completed required paperwork or documentation
  • Processed insurance forms and maintains logs
  • Coordinated submission of appropriate charges to billing department
  • Answered telephones, routed callers, took messages and provided routine information to clients or customers
  • Provided assistance in the day-to-day administration of department
  • Established and maintains hard copy and/or electronic files and records
  • Ordered equipment and office supplies and initiated or approved service requests and supply orders.

Department Secretary

Southern Methodist University
04.1998 - 10.2006
  • Assisted students, faculty/staff with the coordination of departmental events, meetings and clinics by arranging catering, decorating, room reservation and creating related materials
  • Composed and produced departmental forms correspondence, teaching materials and job related documents
  • Developed and implemented public relations ideas and website development
  • Maintained department website using Frontpage
  • Initiated job notifications, interviewed, hired, assigned job duties and supervised workstudy students
  • Operated and handled the upkeep of office equipment
  • Monitored and assisted with departmental budget and prepared monthly report for director
  • Processed pay papers, procurement card statement, petty cash and department deposits
  • Performed administrative duties associated with class scheduling working closely with the Registrar and Advising Office while handling confidential information and personal files
  • Facilitated classes in instructors absence
  • Primary support resource for multiple faculty and staff
  • Performed daily office operations by composing and/or proofreading correspondence for/from faculty and staff
  • Distributed mail
  • Ordered all departmental purchases of supplies and equipment
  • Designed department promotional material
  • Addressed and resolved inquiries and requests from visitors, student, staff and faculty relating to University policies
  • Researched and gathered information for the progression of departments success as it related to Benchmark schools
  • Oversaw office affairs and operation to maintain office effectiveness and efficiency
  • Assisted with office improvements and incorporated new ideas
  • Collected, processed and tallied faculty evaluations
  • Principal liaison for other campus offices and off campus vendors
  • Attended university events, meetings and conferences as representative for department.

Education

Bachelor of Science - Psychology

Southern Methodist University
Dallas, TX
12.2003

Skills

  • Advocate
  • AvTech Porta
  • AACORN
  • SABRE
  • Excellent command and grasp of the English Language Exceptional interpersonal, relationship building, organizational, communication, administrative/clerical, managerial and analytical skills Well-educated background with proven track record of leadership Effective time management skill: worked 40 hours a week, while maintaining a full course load Quick learner with an ability to rapidly achieve organizational integration, job requirements and the employment of new ideas, concepts and technologies

Special Interests

  • Reading
  • Writing
  • Being Creative
  • Volunteering; Issues surrounding the interests of abused and neglected children (sworn in Court Appointed Special Advocate CASA www.dallascasa.org)
  • Arts; fashion and design; modeling; theatre
  • Politics; diverse cultures and traveling; world history
  • Sports; basketball, swimming, tennis; health and fitness issues, yoga, running
  • Research on various topics, in particularly foods and nutrition, health, politics, and religion.
  • Event planning and coordinating.
  • Executive Producing and Producing.

Honors And Leadership

  • Invited member of SMU Multicultural Greek Council, Kappa Delta Chi 2002.
  • Named to Who's Who Among Students in American Colleges and Universities, Southern Methodist University, 2004-2005.
  • Mustang Choral Leader, organizing weekend camps for new SMU students.
  • Nominated Outstanding Staff and Student by the Office of Resident Life and Student Housing, 2005.
  • Won several monetary awards for submitting new campus ideas for the university.
  • Assisted with SMU Symposiums.

Timeline

Customer Relations Representative

American Airlines
07.2012 - Current

Executive Assistant

Anevrac Entertainment
05.2008 - 11.2013

Assistant III/Residency Coordinator

David Geffen School of Medicine UCLA
04.2008 - 05.2009

Management Assistant II

Cedars Sinai Medical Center
11.2007 - 04.2008

Office Manager

New Vision Home Health Care
08.2004 - 09.2007

Department Secretary

Southern Methodist University
04.1998 - 10.2006

Bachelor of Science - Psychology

Southern Methodist University

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Carvena Harris