Summary
Overview
Work History
Education
Skills
Timeline
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Keila Carter

Houston,TX

Summary

Service-oriented Customer Support Representative with 7+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.

Overview

12
12
years of professional experience

Work History

Consultant

Flow Informatics
Houston, TX
11.2020 - Current
  • Provide industry-specific coaching and training to clients.
  • Brainstorm strategies for growth, positive change and improvement
  • Assist with marketing campaigns and brand development and review data.
  • Give presentations and organize team meetings.

Pharmacy Service Excellence Reporting Specialist

Caresource Home Health & Hospice
Remote
06.2018 - 10.2020
  • Partner across pharmacy and other UM teams to capture all data needed.
  • Establish daily/weekly/monthly individual performance.
  • Produce daily operational tracking report.
  • Create operational trending reports.
  • Maintain all external and internal monthly business review reporting needs as it relates to Service Excellence.
  • Participate in problem resolution with team leads and managers to ensure data & reports are utilized efficiently.
  • Work closely with shared services ( Workforce management analysts) to capture and automate reports.
  • Perform any other job duties as requested.

Virtual Inbound Sales Representative

Wayfair
Remote
09.2014 - 02.2017
  • Solve customer inquiries, assist in placing orders, and offering additional products to fit customers needs.
  • Used tools to communicate with business customers via phone, email, screen share and/or other technology.
  • Advise and work with business clients one on one to design, source, and create business spaces.
  • Handled 150+ calls per day to address customer inquiries and concerns.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Proved successful working within tight deadlines and fast-paced atmosphere.

Customer Service Representative

Black Knight
Chicago, IL
02.2011 - 04.2014
  • Respond to 200+ customer product inquiries via telephone or in written email or chat sessions.
  • Resolve customer concerns during installation, operation or maintenance.
  • Troubleshoot with software applications and recommends corrective action.
  • Document customer information and recurring technical issues to support product development.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

Customer Service Representative

Lumpiness Air Cosmetics
Houston , TX
01.2022 - 08.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Education

High School Diploma -

Thornwood High School
South Holland, IL

Skills

  • Team Leadership & Development
  • Project Management
  • POS Systems and Ordering Platforms
  • Understanding Customer Needs
  • De-escalation Techniques
  • Efficient and Detail-Oriented
  • Multitasking and Prioritization
  • Verbal and Written Communication
  • Building Customer Trust and Loyalty
  • Data Entry and Maintenance
  • Issue and Complaint Resolution
  • Creative Problem Solving
  • Calm and Professional Under Pressure
  • Upbeat and Positive Personality
  • Responding to Difficult Customers

Timeline

Customer Service Representative

Lumpiness Air Cosmetics
01.2022 - 08.2022

Consultant

Flow Informatics
11.2020 - Current

Pharmacy Service Excellence Reporting Specialist

Caresource Home Health & Hospice
06.2018 - 10.2020

Virtual Inbound Sales Representative

Wayfair
09.2014 - 02.2017

Customer Service Representative

Black Knight
02.2011 - 04.2014

High School Diploma -

Thornwood High School

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Keila Carter