Open to opportunities

Carla Sam

@carlasam

Message

Client operations leader optimizing workflows and SLA-driven support in high-volume, regulated environments.

United States

Message

What I'm looking for

I seek a leadership role in client or customer support operations where I can improve SLAs, optimize workflows, mentor teams, and ensure documentation and quality standards.

I am a client-focused operations leader with 10+ years managing high-volume, metrics-driven support environments, CRM systems, and escalation workflows. I consistently drive SLA adherence, documentation accuracy, and cross-functional issue resolution while implementing process improvements that reduce repeat escalations.

As a founder of a client support consulting practice and a senior escalation resource at large organizations, I develop SOPs, train teams, and partner with leadership to align staffing and operational goals. My accomplishments include improving workflow efficiency, maintaining audit-ready documentation, and meeting rigorous quality assurance standards.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Experience Specialist

Current

Curative Insurance

Oct 2023 - Present (2 years 5 months)

Manage high-volume inbound client and provider inquiries in CRM systems, maintaining SLA adherence and documentation accuracy while resolving complex claims and eligibility discrepancies and meeting QA metrics.

CRM SLA Management Quality Assurance Escalation Management Documentation Discrepancies Cross Functional Collaboration Reporting

Current

Customer Support Operations Lead

Current

MPC Houston

Dec 2021 - Present (4 years 3 months)

Founded and lead a consulting/back-office support practice, developing SOPs, escalation frameworks, and reporting processes to standardize onboarding, multi-channel support, and reduce recurring escalations.

SOP Development Escalations Onboarding Process Improvement Reporting CRM Workflow Optimization Client Communication

Operations Lead

Residential Care Services

Apr 2021 - Dec 2023 (2 years 8 months)

Oversaw daily operations and workforce planning across 20–30 staff supporting 20+ group homes, led hiring lifecycle, scheduling, QA standards, and developed workflows and training to improve efficiency and compliance.

Workforce Planning Scheduling Quality Assurance Training Development Performance Coaching Operational Strategy

Senior Provider Support Lead

UnitedHealth Group

Sep 2016 - Nov 2021 (5 years 2 months)

Managed high-volume provider support calls resolving benefits, eligibility, billing, and authorization issues, served as senior escalation resource, and documented service trends to drive quality improvements.

Provider Support Escalation Management Eligibility Process Improvement