Hi, I’m
Charleen Little
Customer Service
Augusta,GA
Summary
Professional Customer Service Representative with 15 years of experience working in busy, fast-paced call center. I am committed to providing enhanced customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. I bring top-notch skills in oral and written communication, active listening and analytical problem-solving skills, while using independent decision-making skills and sound judgment to positively impact company success.
Overview
17
years of professional experience
6
years of post-secondary education
Work History
ADP - Insight GlobalAugusta, GA
Payroll Specialist
12.2022 - 03.2023
Job overview
- Complete payroll parallel inputting daily
- Assisted with closing SR cases
- Assisted the Quarter end team with Q1 2023 by completing source information via pi ops
- Assisted with alerting new clients of additional information via email
K-FORCE TEMP AGENCY/CONNECTICAREAtlanta, GA
CSR/Tech
08.2021 - 03.2022
Job overview
- Provide level 1 and level 2 support to Home Depot stores
- Handle triaging issues with basic troubleshooting steps
- Maintaining, developing, and supporting personal computers, servers, local and wide area network, software, and data communications technologies throughout the stores
- Assists with Helpdesk duties including installing software and hardware
- Assist with password resets for associates
T-Mobile ~ Exclusive Wireless, IncAugusta, GA
Customer Care Expert
07.2018 - 06.2020
Job overview
- Collect past due and on time payments
- Offered/sale my clients additional products and services
- Resolve client issues one using the one call resolution method
- Basic troubleshooting of products and services
- Deescalating issues and retaining clients
- Deliver great customer service and experience
WOW CableAugusta, GA
Dispatcher/Support Specialist
06.2016 - 07.2018
Job overview
- Complete work orders and enter necessary data (i.e
- Equipment inventory numbers, arrival/completion times)
- Monitor technician work progress against scheduled appointment windows
- Reschedule incomplete work orders and verify with customers
- Maintain ongoing customer contact to keep appointments on track
- Identify outages and dispatch repair following established procedures
- Clear outages after service is restored
- Alert personnel via established procedures
- Monitor and dispatch service-out work order pools as appropriate; screen work order pool to ensure that only valid work orders are dispatched; troubleshoot with customers when necessary; track outages for reporting purposes
- Follow established processes and procedures for service outs, outages, missed appointments and customer complaints; provide thorough follow-up via ongoing customer contact
- Manage quota as appropriate for each market
- Update billing system notes on an ongoing basis
- Address market-specific email submissions constantly to ensure customer satisfaction
ERS Convergent, SprintAugusta, GA
Resolution Supervisor
07.2010 - 05.2015
Job overview
- Taking Payments
- Floor Support
- Handle escalated calls
- Perform call backs to customers to resolve issues/concerns
- Monitor and review agent performances based on transfer trends
- Monitor calls to observe individual demeanor, technical accuracy and conformity to company policy
- Provide coaching and developmental feed back as required
- Ensure all client compliance requirements are met
- Maintain contact with clients as determined by management
- Responds to and works to resolve clients concerns in a timely manner
- Performs customer service duties as needed
- Performs other duties as assigned by management
- Possess working knowledge of utility industry regulated market credit/collections practices
Delta Airlines, AGS Central BaggageAugusta, GA
Customer Service Agent
01.2006 - 01.2010
Job overview
- Operations
- Reservations
- Class Room Assist
- Answering multi line phones
- Back-Up Liaison
- Assisting in correcting situations of our guest
- Delivering great customer service
- Making sure all guest feel they are number one to Delta
- Assist in baggage location for guest
- As last point of contact for guest I handle all customer service
- Grievances and compliments, authorize requests for frontline agents
- Run Daily Rosters
- Equality Monitoring
- Run a variety of reports
- Enter any computer/phone problems for repair
- Run DVR Script
- Complete staffing, kana, and corporate call back numbers daily
- Run/count baggage files for coding
Education
Full Sail University
Diploma from Media Communications
09.2019 - 05.2022
Augusta Technical College/ Job Crop
High
01.2001 - 05.2004
University Overview
Research and Correspondence Training
Full Sail UniversityWinter Park, FL
Bachelor of Science from Media Communications
05.2023 - Current
Skills
Customer CareCustomer SupportSAP CRMCRM SoftwareOracleSAPSoftware TroubleshootingHelp DeskTechnical SupportAttention to Detail — Proficient
Pi ops
Data entry: Accuracy — FamiliarEntering data quickly and accuratelyMS 365 Office
Verbal communication — ExpertData auditing assistance
Data imports
Multi-line phone talent
Recordkeeping strengths
Complaint resolution
Money handling abilities
Warehousing functions
Administrative support
High-volume call centers
Knowledgebase software
Product knowledge
Call center operations
Documentation and reporting
CallSelect communication systems
Performance metrics
Typing [40] wpm
Call management software
Written and oral communication
Keyboarding
LiveChat
Route dispatch
Training development aptitude
Service standard compliance
Professional telephone demeanor
POS systems expert
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Full Sail University
Bachelor of Science from Media Communications
05.2023 - Current
Payroll Specialist
ADP - Insight Global
12.2022 - 03.2023
CSR/Tech
K-FORCE TEMP AGENCY/CONNECTICARE
08.2021 - 03.2022
Full Sail University
Diploma from Media Communications
09.2019 - 05.2022
Customer Care Expert
T-Mobile ~ Exclusive Wireless, Inc
07.2018 - 06.2020
Dispatcher/Support Specialist
WOW Cable
06.2016 - 07.2018
Resolution Supervisor
ERS Convergent, Sprint
07.2010 - 05.2015
Customer Service Agent
Delta Airlines, AGS Central Baggage
01.2006 - 01.2010
Augusta Technical College/ Job Crop
High
01.2001 - 05.2004