Carla Greene

• Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
• Maintained high-quality service by adhering to company policies and standards in all member interactions.
• Processed proper documentation and timely processing.
• Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
• Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their wellbeing.
• Promoted a positive work environment by fostering open communication between colleagues and supervisors.
• Improved first-call resolution rate through comprehensive knowledge of company policies and procedures.
• Educated customers on vision benefits and services.
• Maintained detailed records of customer interactions, ensuring accurate data collection for future reference.
• Assisted new hires in navigating their roles, contributing to a supportive work environment for all staff members.

• Responded to employee questions and requests for information in timely and knowledgeable fashion.
• Maintained employee privacy and protected payroll operations by keeping all information confidential.
• Operated 10-key calculators, computers, fax machines, copy machines and other office equipment.
• Updated employee files with new details such as changes in address or salary levels.
• Calculated salaries, rate changes, retroactive adjustments, overtime, bonus, vacation, termination and garnishments using Web Pay and Web Time.
• Worked with customers to understand needs and provide excellent service.
• Conducted research, gathered information from multiple sources and presented results.
• Gathered information and documented within Salesforce.

• Followed tooling instructions and product specifications to determine and implement operational sequences.
• Identified malfunctions or failures by routinely monitoring and analyzing equipment operations.
• Set up and ran machinery to produce exceptional products for industrial needs.
• Set accurate feed rates and trimming protocols to maintain efficient production and meet schedule demands.
• Complied with company and OSHA safety rules and regulations.
• Kept detailed production records and identified hold-ups.
• Updated daily production logs and informed management of production incidents or non-conformance issues.
• Operated machining equipment safely with team of operators.
• Made sure that products were produced on time and are of good quality.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Complied with company policies and procedures by encouraging positive and effective work environment among employees.
• Assisted clients with their healthcare needs
• Gathered information in order to update clients on coverage for procedures
• Locating Physicians and scheduling appointments
• Processed prior authorizations through the intake process
• Reviewed applications for different aid programs and determined which qualification criteria for individuals.
• Updated Physician Demographics

• Maintained current knowledge of company policies, products; marketing initiatives to better serve each customer
• Conferred with customers about concerns with products or services to resolve problems; drive sales
• Educated and encouraged customers to promote self-sufficiency with online and mobile access tools
• Educated customers about upgrade options and processed purchases that fit client requests and needs
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
• Possess and implement high-level technical knowledge of Spectrum Video services
• Expertly operate computerized systems to record data, correct data and activate new accounts; explain billing documentation; activate upgrades

• Provided support to ERS (Emergency Road Service) customers
• Escalated urgent calls to lead support
• Responded to customer concerns related to ERS calls
• Determined appropriate resolution in accordance within established procedures
• Assisted with new hires and mentor after new hire class
• Received and processes member requests for ERS services utilizing a computer aided call processing service

2016-2018 - Dispatcher

• Performed challenging geographical location spotting, map reading and detailed instructions to contract service providers
• Managed dispatch queues and reroute calls when necessary
• Place outbound calls to members\contractors and resolve contractor issues as appropriate
• Assists coworkers with urgent and difficult calls as necessary
• Regularly handle inbound calls as needed

• Contacted clients for attorney information
• Contacted attorneys for Bankruptcy plans and suggested offers for clients within company procedures
• Contacted clients once bankruptcy was lifted for payment arrangements; mailed documents to refinance or offered the buy out package
• Assisted clients with the Freddie Mac and Fannie Mae loans
• Assisted Paralegal's on inquiries; client mortgages, interest rates, payoffs, last payments, missing payments
• Ability to handle difficult situations \ diffuse clients and escalate calls when needed