Summary
Overview
Work History
Education
Timeline
Generic

Charles Green

Dallas,TX

Summary

Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.

Overview

9
9
years of professional experience

Work History

Service Advisor

Progressive Insurance
12.2024 - Current
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of at least 60 inbound calls daily while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.

Payroll Support

Paycor
12.2022 - 12.2024
  • Maintain current knowledge of local, state and federal guidelines and regulations.
  • Run weekly, monthly, and ad hoc reporting as scheduled and requested.
  • Collaborated cross-functionally with internal teams supporting Benefits, Time, Implementation, IT, and Tax
  • Proficiency with Microsoft Excel and payroll application systems.
  • Coordinate payroll information by completing payroll preparation, reports and maintaining records.
  • Reconciles payroll prior to transmission and validate confirmed reports.
  • Manage payroll variables such as shift differentials, overtime, on call, employee status, etc.
  • Advocated on behalf of clients within the community, connecting them with essential resources for ongoing support and success.
  • Supported company growth by efficiently integrating newly acquired companies into existing payroll systems.
  • Streamlined communication among teammates by establishing clear channels for feedback and support.
  • Managed general ledger

Human Resources Specialist

ADP
06.2020 - 12.2022
  • Manage payroll variables such as shift differentials, overtime, on call, employee status, etc.
  • Assists in the development of short-term and long-term human resource strategies for continuous process improvement in collaboration with HR Operations Manager
  • Handled complex payroll situations such as back-pay calculations, garnishments, and overtime payments with accuracy and professionalism.
  • Research payroll errors and processed payments for federal and state taxes, social security, Medicare and various employee deductions, annuity contributions, and retirement plan withholdings.
  • Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
  • Processes employee data changes such as status changes (e.g. remote worker, visa status) and/or title changes
  • Responded to client inquiries to provide information regarding payroll deductions and related issues.
  • Facilitated year-end reporting by preparing accurate W-2 forms for all employees within required deadlines.
  • Participate in and contribute to various HR meetings and strategic initiatives
  • Create and distribute reporting as needed
  • Managed General ledger

Auto Finance Funding Associate

Capital One
12.2018 - 08.2020
  • Utilized excellent communication skills to create strategic deals and goals with dealerships
  • Reviewed underwriting structures for COAF, ensuring compliance and accuracy
  • Partnered successfully with peers to achieve operational alignment and mutual objectives
  • Coordinated pre-closing requirements with internal and external clients, resolving issues to ensure timely closings.
  • Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
  • Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
  • Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
  • Set up and completed loan submission packages.
  • Assisted loan officers with origination and closing processes to fastrack procedures and promote teamwork.
  • Prepared documents for underwriting by verifying client income, credit reports, and other information.
  • Increased customer satisfaction with timely responses to inquiries and providing thorough explanations of loan processes.
  • Improved loan processing efficiency by streamlining documentation and communication procedures.
  • Strengthened relationships with clients through consistent follow-up calls and personalized attention to their needs.
  • Maintained compliance with federal, state, and company regulations through regular review of updated guidelines.
  • Analyzed credit reports to determine eligibility of applicants and capacity for loan products.
  • Handled any conditions sent from underwriting departments.

Café Ambassador

Capital One
04.2018 - 12.2018
  • Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
  • Strengthened client relationships by providing personalized banking solutions and excellent customer service.
  • Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
  • Cultivated strong customer relationships by providing tailored advice and services.
  • Implemented strategies to increase customer retention, enabling investment growth.
  • Facilitated customer transactions, including deposits, withdrawals and transfers.
  • Developed strong rapport with local businesses, positioning the bank as a preferred partner for commercial banking services.

Customer Service Supervisor

American Express
07.2017 - 04.2018
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.

Human Resources Coordinator

TD Bank
02.2016 - 06.2017
  • Maintained human resources information system and kept employee files up to date and accurate.
  • Conducted new employee onboarding and provided ongoing orientation training.
  • Completed background and reference checks to facilitate hiring and onboarding of employees.
  • Provide support with internal and external inquiries and requests related to the HR department (emails in shared HR Inbox and calls to HR phone line).
  • Run weekly, monthly, and ad hoc reporting as scheduled and requested.
  • Manage timekeeping systems, track PTO and overtime, and reconcile payroll with accounting teams.
  • Explained employee compensation, benefits, schedules, working conditions, and promotion opportunities.
  • Supported managers in addressing employee concerns, fostering positive workplace relationships.

Retail Sales Associate

AT&T
02.2016 - 06.2017


  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Answered questions about store policies and addressed customer concerns.
  • Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
  • Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
  • Collaborated with team members to meet and exceed monthly sales targets consistently.


Education

Pursuing Mass Communications -

Broward College
Fort Lauderdale, FL
01.2012

GED -

Central Georgia Technical College
Macon, GA
01-2011

Timeline

Service Advisor

Progressive Insurance
12.2024 - Current

Payroll Support

Paycor
12.2022 - 12.2024

Human Resources Specialist

ADP
06.2020 - 12.2022

Auto Finance Funding Associate

Capital One
12.2018 - 08.2020

Café Ambassador

Capital One
04.2018 - 12.2018

Customer Service Supervisor

American Express
07.2017 - 04.2018

Human Resources Coordinator

TD Bank
02.2016 - 06.2017

Retail Sales Associate

AT&T
02.2016 - 06.2017

Pursuing Mass Communications -

Broward College

GED -

Central Georgia Technical College

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Charles Green