Carla Harris

Warm, professional and hospitality‑driven Customer Service & Data Entry Specialist with just under 26 years of continuous service in Capita/O2. Delivering exceptional service in fast‑paced, high‑pressure environments. Skilled in welcoming guests, managing check-in style processes for new starters, resolving enquiries, and maintaining a calm, reassuring presence during busy periods.

Highly experienced in accurate data entry, system navigation, ID verification, record keeping, and handling sensitive information. Known for creating a positive first impression, supporting guests with diverse needs, and ensuring every customer feels valued and well cared for. Bringing a strong background in hospitality, VIP guest support, front‑of‑house service and event coordination, combined with excellent communication, data entry and problem‑solving skills.

Customer Service Advisor – Benefits & Council Tax - Liberata

(2026-02)

• Providing a warm, friendly, and professional first point of contact for customers with complex enquiries.
• Performing high‑accuracy data entry, updating applications, records and case notes across multiple systems.
• Verify customers' identity, ensuring compliance, and accuracy.
• Adapting communication style for vulnerable customers or those with language barriers.
• Managing high call and email volumes while maintaining exceptional service standards.
• Maintaining a calm, reassuring approach during busy periods.

Payment Management Advisor - Capita / O2

(2018-01 - 2025-11)

• Delivered calm, empathetic customer service in high‑pressure situations.
• Entered and updated sensitive customer information with precision and attention to detail.
• Resolved enquiries quickly while maintaining professionalism and rapport.
• Achieved strong results in quality, compliance, and customer satisfaction.

Quality Assurance Officer – Payment Management - Capita / O2

(2015-01 - 2018-12)

• Ensured high standards of communication and customer experience across teams.
• Reviewed interactions for accuracy, professionalism, and compliance.
• Provided coaching to improve service quality and consistency.

Administration Assistant – PAYG Department - Capita / O2

(2012-01 - 2015-12)

• Coordinated meetings, documentation, and communication for senior leaders.
• Managed diaries, inboxes, and administrative processes.
• Performed extensive data entry and record management.

Access Control Analyst - Capita / O2

(2011-01 - 2012-12)

• Managed staff ID access and security permissions.
• Provided technical support and resolved access queries.
• Produced accurate KPI and access reports.

Administration Support – Learning & Development - Capita / O2

(2004-01 - 2011-12)

• Coordinated training schedules, travel, accommodation and event resources.
• Supported hospitality arrangements for internal and external events.
• Managed expenses, reports and cost summaries.

Customer Service Advisor - Capita / O2

(2000-01 - 2004-12)

• Handled high‑volume enquiries with professionalism and efficiency.
• Built strong customer relationships through clear communication and problem solving.
• Consistently achieved service targets.

Sales Advisor - BT

(1998-01 - 1999-12)

• Delivered customer service and achieved sales targets.
• Supported customers with enquiries and product information.

GCSEs - Maths, English, Science, History, Geography, Art, Business Studies - Brookvale Comprehensive High School (1987-01 - 1992-12)

Excel Level 1 & 2 - Widnes College (1999-01 - 1999-12)

Functional Skills English Level 1 & 2 - Widnes College (2014-01 - 2014-12)

Functional Skills Maths Level 1 - Widnes College (2014-01 - 2014-12)

Functional Skills Maths Level 2 - Widnes College (2016-01 - 2016-12)