Keairra Carter
Summary
Experienced customer service specialist with a strong ability to manage office operations and improve administrative efficiency. Highly skilled in streamlining processes and driving productivity through effective leadership. Demonstrates exceptional proficiency in coordinating teams and resolving challenges in fast-paced, dynamic settings.
Overview
9
9
years of professional experience
Work History
Customer Relations Specialist
United States Patent and Trademark Office (USPTO)
05.2024 - 02.2025
- Provide high-level customer service to internal and external stakeholders, ensuring timely resolution of inquiries
- Assist with document processing, including reviewing and organizing case files
- Ensure compliance with procedural regulations for proper document handling
- Answer phone calls and emails from applicants regarding the status of their patent applications at various stages of processing
- Assist with issues related to the status and processing of patent applications, including pre- and post-examination phases, and issuance
- Act as a call center support for patent applicants navigating the application process
- Manage case files and maintain accurate documentation to enhance operational efficiency
- Analyze customer feedback to identify trends and recommend service improvements
- Guide applicants through the USPTO online filing system and explain how to access relevant information
- Escalate complex or sensitive issues to appropriate USPTO personnel when necessary
- Provide application assistance with patent application pre-examination, post-examination, and publications
- Minimal Supervision with daily usage of CRM, CTS, CTR, SALESFORCE, and UCCMS
- Improved customer satisfaction by addressing concerns promptly and providing effective solutions.
- Conducted regular performance reviews for continuous improvement in customer service delivery.
- Maintained accurate records of client interactions, tracking progress towards resolution and identifying trends for process improvements.
- Served as a liaison between technical support teams and customers to ensure timely problem resolution.
- Negotiated favorable outcomes between customers and the organization when resolving disputes or conflicts effectively.
Office Manager
DMV Vision Care
05.2023 - 05.2025
- Increased client base from 10% to 68%, leading to a 50% revenue boost
- Supervise a team of doctors, clinical specialists, sales leads, and optical specialists to ensure exceptional customer service
- Oversee payroll by auditing and approving timesheets for accurate submission
- Monitor customer service tracking systems to enhance patient satisfaction and retention
- Developed FAQs to improve workplace efficiency and reduce redundant inquiries
- Generated and presented performance reports (monthly, quarterly, annual) to support strategic decision-making
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
Assistant Manager
DMV Vision Care
05.2021 - 05.2023
- Maintained a 90%+ patient satisfaction rate by delivering personalized customer service
- Served as a subject matter expert for insurance inquiries, assisting patients in understanding benefits and eligibility
- Improved office efficiency by optimizing appointment scheduling, increasing productivity by 25%
- Partnered with leadership to refine procedures and enhance workflow efficiency
- Ensured compliance with OSHA, JCAHO, and HIPAA standards, achieving a 97% success rate in regulatory audits
- Led a team of five doctors and opticians, fostering a culture of excellence and accountability
- Managed and monitored KPI metrics for daily usage for quotas
Aviation Boatswain’s Mate – Fuels (ABF)
U.S. Navy
04.2018 - 09.2021
- Managed fuel maintenance operations for 30+ flight operations, ensuring safety and regulatory compliance
- Implemented a streamlined maintenance tracking system, reducing errors by over 10%
- Conducted internal audits and quality assurance reviews to maintain operational excellence
- Prepared detailed reports to support leadership in data-driven decision-making
- Assisted teams members in daily operations, ensuring smooth workflow and collaboration.
- Supported colleagues with information and resources, fostering teamwork and efficiency.
Management Assistant
CarMax
04.2016 - 04.2018
- Facilitated the hiring process, increasing recruitment efficiency by 5%
- Led onboarding for over 100 new hires, managing orientation, documentation, and ID issuance
- Ensured company-wide compliance with local, state, and federal regulations
- Streamlined payroll processing, implementing a cost-effective alternative that resulted in more than 47% of company savings
- Provided administrative support during key projects, ensuring timely completion and adherence to defined budgets or resource constraints.
- Prepared and charted data and metrics for detailed status reports.
- Supported executive staff by managing schedules, arranging travel accommodations, and preparing materials for presentations or meetings as needed.
- Managed inventory levels efficiently by establishing reorder points, reducing stockouts, and minimizing excess inventory costs.
- Coordinated schedules and meetings for efficient management operations.
- Assisted in organizing company events to promote team engagement.
Education
Bachelor of Business Management -
Purdue University
Skills
- Record-Keeping Expertise
- Regulatory Compliance Expertise
- CRM Software Proficiency
- Effective Client Engagement
- Client-Focused Solutions
- Meticulous Document Evaluation
- Effective Problem-Solving
- Analytical Reporting
- Leadership and Management
- Process Optimization
- Experienced in Microsoft Office Applications
- Time Management Expertise
- Adaptability in Dynamic Environments
- Effective Organizational Skills
Timeline
Customer Relations Specialist
United States Patent and Trademark Office (USPTO)
05.2024 - 02.2025
Office Manager
DMV Vision Care
05.2023 - 05.2025
Assistant Manager
DMV Vision Care
05.2021 - 05.2023
Aviation Boatswain’s Mate – Fuels (ABF)
U.S. Navy
04.2018 - 09.2021
Management Assistant
CarMax
04.2016 - 04.2018
Bachelor of Business Management -
Purdue University
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