Dedicated problem-solver and strong leader with a focus on streamlining operations to drive company success. Proven track record of developing leadership skills throughout a successful career. Skilled at equipping employees to independently manage daily functions and exceed customer expectations. Expertise in creating and implementing tailored strategies to meet unique position requirements.
Hi, I’m
Charisma Wade
Customer Advocate
Greeley,CO
Summary
Overview
7
years of professional experience
Work History
Firstsource Solutions
Patient Financial Advisor
04.2024 - Current
Job overview
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Discussed financial and insurance options with patients.
- Negotiated settlements and payment plans.
- Screened patients with financial needs to determine assistance choices.
- Followed up with patients and families to obtain additional information.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Bill.com
Remote Chat Specialist
08.2022 - 12.2023
Job overview
- Enhanced customer satisfaction by providing timely and accurate resolutions to technical issues using Chat, Email, inbound phone calls and screen sharing. Collaborated with team members to improve overall performance. Worked with systems such as Intercom, Salesforce and CRM.
- Promoted To Tier 2 Technical Support Specialist
- Improved team collaboration by sharing technical knowledge and developed comprehensive documentation for frequently encountered issues. Managed escalated support tickets, providing guidance and advice on complex issues to ensure seamless escalation of cases when needed. Contributed to product development efforts by reporting bugs and providing suggestions for enhancements based on customer feedback. Served as a resource to Tier 1 support technicians for our NetSuite, Sage Intacct, QuickBooks online and QuickBooks Desktop customers.
FCR
Remote CSR 1&2
06.2021 - 06.2022
Job overview
- Maintained customer satisfaction while focused on addressing customer needs and resolving concerns. Answered customer telephone calls promptly to avoid on-hold wait times. Managed loan application and provided next steps within the process to customers. Utilized one call resolution to reduce call volume.
Wells Fargo
Estate Agent CSR 2
05.2020 - 05.2021
Job overview
- Investigated and resolved customer inquiries and complaints quickly. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals. Reduced errors in documentation by conducting thorough quality checks and proofreading tasks prior to submission. Ensured compliance with company policies and maintaining meticulous attention to detail in all document-related tasks.
US Bank
CSR
04.2018 - 05.2020
Job overview
- Leveraged deep knowledge and understanding of the banking industry to handle customer inquiries with increasing complexity. Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions. Achieved high satisfaction rating through proactive one-call resolutions of customer issues and recommended products and services to meet customers' credit card and banking needs.
Education
Gordon Parks High SchoolSaint Paul, MN
High School Diploma
06.2013
University Overview
High School Diploma.
Saint Paul CollegeSaint Paul, MN
No Degree from Communications
University Overview
Skills
- Customer relationship management
- Database maintenance proficiency
- Comprehensive call notes
- Online troubleshooting services
- Troubleshooting
- Oracle PeopleSoft proficiency
- Real-time support interaction
- Help desk operations
- Subject matter expertise
- Relationship building and management
- Candidate pipeline management
- Application screening
Accomplishments
Accomplishments
- Streamlined technical service scheduling using digital platforms, recapturing 5 man-hours daily .
- Achieved promotion to Tier 2 Specialist , consistently resolving advanced customer and technical issues.
- Selected as Lead New Hire Trainer
- Contributed to the foundational development of the Integrations team as a key member of a 12-person project group.
Availability
See my work availability
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Available
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work from home optionFlexible work hoursCareer advancementTimeline
Patient Financial Advisor
Firstsource Solutions
04.2024 - Current
Remote Chat Specialist
Bill.com
08.2022 - 12.2023
Remote CSR 1&2
FCR
06.2021 - 06.2022
Estate Agent CSR 2
Wells Fargo
05.2020 - 05.2021
CSR
US Bank
04.2018 - 05.2020
Gordon Parks High School
High School Diploma
Saint Paul College
No Degree from Communications
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