Brandon Charleston
Summary
Dynamic Customer Service Manager with a proven track record at Walmart, enhancing service processes and training teams. Expert in strategic leadership and problem-solving, I successfully improved customer satisfaction through effective communication and process optimization, driving significant improvements in service delivery. Passionate about fostering collaborative work environments and team development.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Walmart
09.2022 - Current
- Resolved customer inquiries and complaints requiring management-level escalation.
- Monitored staff performance to ensure adherence to customer service standards.
- Recruited and trained new employees to meet job requirements.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Created reports on customer feedback, complaints, and suggestions for management review.
Customer Service Representative
Bayhealth Hospital
09.2020 - 09.2022
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
PASSENGER SERVICES REP
Southeastern Pennsylvania Transportation Authority
10.2018 - 09.2020
- Provided customer service to travelers regarding flight schedules, delays, cancellations, and other inquiries.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Furnished customers with information on routes.
- Resolved customer complaints concerning train services in a timely manner.
- Ensured proper handling of special needs passengers including those traveling with children or pets.
PATIENT SERVICES SUPERVISOR
Children's Hospital of Philadelphia
08.2015 - 10.2018
- Managed a team of patient service representatives to improve patient satisfaction by 20%
- Developed and implemented scheduling protocols that reduced patient wait times by 30%
- Collaborated with healthcare providers to enhance patient communication and care coordination
- Trained new staff on patient service best practices and company policies
- Oversaw the daily operations of the patient services department, ensuring adherence to policies and procedures
ADMINISTRATIVE ASSISTANT
LaSalle University
03.2012 - 08.2015
- Managed daily office operations including scheduling appointments and answering phone calls
- Maintained organized filing systems for documents and records
- Handled incoming and outgoing correspondence with professionalism
EVENT COORDINATOR
Penn Museum
- Coordinated and executed over 15 successful corporate events, increasing client satisfaction by 25%
- Acted as event coordinator assisting clients with details in reference to their previously scheduled events
- Determined and make special event arrangements in such areas as audiovisual equipment, room setups, catering, furniture rental and staffing needs
- Alerted the Manager of Event Services and other relevant staff
Education
Advanced Diploma - Advanced French
French
Skills
- Detail-oriented
- Strong communication
- Interpersonal skills
- Collaborative work environment
- Team development
- Process optimization
- Strategic leadership
- Customer service
- Effective communication
- Problem solving
Timeline
Customer Service Manager
Walmart
09.2022 - Current
Customer Service Representative
Bayhealth Hospital
09.2020 - 09.2022
PASSENGER SERVICES REP
Southeastern Pennsylvania Transportation Authority
10.2018 - 09.2020
PATIENT SERVICES SUPERVISOR
Children's Hospital of Philadelphia
08.2015 - 10.2018
ADMINISTRATIVE ASSISTANT
LaSalle University
03.2012 - 08.2015
EVENT COORDINATOR
Penn Museum
Advanced Diploma - Advanced French
French
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