Charlea Hawkins
Tuscaloosa,AL
Summary
Results-driven professional with over four years of experience in high-volume customer service environments. Proficient in active listening, critical thinking, and CRM software. Eager to leverage strong training abilities and conflict resolution expertise to improve customer experiences.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
High Logic
08.2025 - 10.2026
- Provided training to new hires on company policies and customer service protocols.
- Resolved conflicts by employing effective communication strategies and problem-solving skills.
- Collected feedback from customers to identify areas for service improvement.
- Maintained up-to-date knowledge of products, policies, and procedures for accurate assistance.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Customer Service Representative
Concentrix
04.2024 - 06.2025
- Assisted customers with inquiries to ensure satisfaction and prompt issue resolution.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Adapted quickly to new product features, enhancing customer support effectiveness.
- Collaborated with team members to streamline processes and improve service delivery.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
Customer Service Representative
Arise
02.2022 - 03.2023
- I Am Detail-Oriented Remote Customer Service Professional With Over 4 Years Of Experience Managing High Volume Clients Virtually. Proven Record Of Handling Whatever Complex Eligibility. Also, Insuring Strict Data Compliances While Maintaining A 95% Customer Satisfaction Rate. Very Familiar With Microsoft Ms Office Suite(Word,Excel,PowerPoint) Multi Channel Communication (Chat,Email,And Phone Support) Skills I Have Developed Strongly Starting With Self Motivation & Time Management,Conflict Resolution & De-Escalation, Very Active Listening & Empathy.
- Confirm And Calculate Income.
- Communicate With Clients On The daily Basis, Informs Client On The Program Services And To Let Them Know What They Can Be Eligible For.
Education
High School Diploma -
Demopolis High School
Demopolis, AL05.2019
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem Solving
- Patient
- Attention To Details
- Friendly Attitude
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service Representative
High Logic
08.2025 - 10.2026
Customer Service Representative
Concentrix
04.2024 - 06.2025
Customer Service Representative
Arise
02.2022 - 03.2023
High School Diploma -
Demopolis High School