Summary
Overview
Work History
Education
Skills
Timeline
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Charlene Belunas

PEORIA,AZ

Summary

With a proven track record at GoDaddy.com LLC, I excelled in crisis management and staff leadership, enhancing recovery processes and team efficiency. My expertise in cybersecurity and commitment to quality improvement drove significant business advancements. Skilled in project management and fostering team collaboration, I consistently achieved and surpassed performance goals.

Overview

18
18
years of professional experience

Work History

Account Recovery Manager

GoDaddy.com LLC
04.2020 - 05.2023
  • Coordinated efforts across multiple departments to streamline recovery activities and promote efficient use of resources.
  • Improved recovery processes by implementing effective strategies and streamlining communication among team members.
  • Managed a diverse portfolio of complex cases, balancing priorities to achieve successful outcomes across assignments.
  • Maintained accurate records of all recovery actions, providing a solid foundation for informed decision-making and future strategy adjustments.
  • Established team priorities, maintained schedules and monitored performance. Managed a team on average of 17 employees across the U.S. and 10 employees in Manilla that worked remotely.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Recruited, interviewed and hired employees and implemented training program to promote positive feedback, engagement and a successful team.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Assisted in the development of company policies for recovery management, ensuring compliance with industry best practices and legal requirements.
  • Provided expert guidance on regulatory requirements related to recoveries, ensuring full adherence to relevant laws and guidelines throughout the organization.
  • Increased efficiency within the department by identifying areas for process improvement and implementing changes accordingly.
  • Ensured prompt escalation of high-risk cases to senior management, facilitating swift action when necessary to mitigate potential losses.
  • Worked directly with software engineers to create internal and external tools that would ensure compatibility with the team processes.

Account Recover Manager - Office of the CEO

GoDaddy.com LLC
02.2015 - 04.2020
  • Completed all duties as described above.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Managed my team directly while assisting the other two managers of the customer facing Social Media team and the Office of the CEO team.
  • Filled in for other managers, as needed.

Domain Services Team Lead/Supervisor

GoDaddy.com LLC
02.2007 - 02.2015
  • Improved customer satisfaction by efficiently resolving service issues and addressing concerns.
  • Established clear expectations for each team member''s responsibilities to maintain accountability throughout daily tasks while encouraging open communication among colleagues about potential obstacles or concerns that may arise during operations.
  • Developed thorough training materials to ensure new employees were equipped with the necessary skills for success in their roles.

Customer Support Specialist

GoDaddy.com LLC
10.2005 - 02.2007
  • Provided timely assistance to customers via phone and email, ensuring a high level of professionalism at all times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.

Education

2001 - 2002 -

Maricopa Community Colleges, Glendale Community College
Glendale, AZ

Skills

  • Crisis management
  • Cybersecurity
  • Performance appraisals
  • Quality improvement
  • Staff management
  • Attention to detail
  • Computer skills
  • Managing operations and efficiency
  • Hiring and training
  • MS office
  • Project management

Timeline

Account Recovery Manager

GoDaddy.com LLC
04.2020 - 05.2023

Account Recover Manager - Office of the CEO

GoDaddy.com LLC
02.2015 - 04.2020

Domain Services Team Lead/Supervisor

GoDaddy.com LLC
02.2007 - 02.2015

Customer Support Specialist

GoDaddy.com LLC
10.2005 - 02.2007

2001 - 2002 -

Maricopa Community Colleges, Glendale Community College

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Charlene Belunas