Customer Service Representative

CARLA WHITE

407-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Over 20 years of progressive experience in a diverse skill set. Extensive background in mortgage servicing, customer service, sales, and insurance. A consistent professional who builds team cohesiveness, provides a high level of quality work while demonstrating leadership.

SKILLS

Dedicated, innovative and self-motivated team player

Proficient in Microsoft Office and Internet research

Possesses excellent verbal/written, communication and presentation skills

Client focused with strong business acumen

Grasps and applies new concepts and technologies with ease

Experienced in resolving escalated issues

PROFESSIONAL EXPERIENCE

CAPS Provider Support Consultant September 2023 to March 2025

State of Georgia, Atlanta GA

Assist childcare providers via inbound and outbound calls providing information regarding payment & scholarship status

Provide troubleshooting support to ensure providers can access portal

Educate potential childcare providers on eligibility and process to become a CAPS provider

Respond to Help Desk incidents and Call Back Tasks, contacting Providers to resolve issues

Customer Service Representative April 2022 to April 2023

Oates Energy, Jacksonville FL

Assist customers with account opening and closing, process payments by phone and provide troubleshooting support

Return Mail review and provide account updates

Adhere to safety policies and ensure compliance by following procedures

Customer Service Representative November 2018 to March 2022

Jacksonville Electric Authority (JEA), Jacksonville FL

Works within customer billing database to research account activities, actions and activities to determine root causes and provide solutions to customers

Update systems or applications, outage reporting and status updates, creating cases, and/or escalating cases to other groups or individuals

Prepare, compose, and disseminate business correspondence to customers

Ensure compliance with audit and regulatory procedures and adherence to compliance guidelines

Data Entry Operator I October 2017 to November 2018

Allstate Benefits (Kelly Services, Inc.), Jacksonville FL

Accurately enter enrollment data onto forms, and provide quality review checks for team members

Handle return mail and identify Group New Business team articles

Complete indexing tasks from Excel spreadsheets

Sends written communication to internal departments

Collateral Loan Specialist June 2013 to March 2017

US Bank (Accounting Principals), Jacksonville FL

Assisted homeowners, title companies, HUD counselors, insurance companies and other businesses in all inquiries regarding mortgage loans

Exceeded department productivity guidelines and entered applications into system

Reviewed and filed loan documents efficiently

Completes thorough review of the loan and estimates, obtain and review credit reports to recommend and advise customer of loan program eligibility

Financial Aid Assistant April 2011 to June 2013

Tulsa Welding School (Accounting Principals) Jacksonville FL

Provide guidance to students regarding available financial aid opportunities, eligibility requirements, and the application process.

Provide application information for grants and other financial aid programs.

Assess students' financial aid applications, make recommendations and process submitted applications

Compile, analyze and monitor financial aid packages for students and verify students' financial documents

Resolve student problems with financial aid issues

Contact this candidate