Charlene Campbell
Las Vegas,NV
Summary
Dynamic Customer Operations and Quality Assurance Specialist with over 10 years of experience supporting customers, partners, and internal teams in high-volume environments. Expertise includes quality auditing, CRM case management, account investigations, fraud review, and effective resolution of escalated issues while ensuring the accuracy of customer and financial records. Proficient in remote work settings and skilled in utilizing tools such as Salesforce, Verint, BigQuery, Google Workspace, Excel, and various ticketing platforms. Recognized for a detail-oriented approach, adaptability, and dependability, with a strong commitment to accuracy, compliance, and enhancing the overall customer experience. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Partner Support Specialist
ProPivotal (Contracted at Viator)
06.2024 - Current
- Oversee high-volume remote support queue, resolving 100+ partner and travel agent cases weekly while ensuring accuracy and service quality standards.
- Examine flagged partner accounts, analyzing account activity and records to detect potential fraud.
- Review complex escalations involving refunds, account adjustments, and commission disputes while making decisions aligned with company guidelines.
- Partner with internal teams to address partner issues and ensure accuracy of financial and account information.
- Identified trends in partner feedback, enabling the company to proactively address common concerns and improve overall satisfaction rates.
Member Service Representative (Temporary Assignment)
Robert Half (Contracted at Fontainebleau)
10.2023 - 01.2024
- Oversaw guest registration operations and executed precise real-time data entry for 300+ attendees during high-volume events.
- Verified customer information, maintained accurate records, and followed established operational procedures.
- Partnered with event leadership to address guest concerns and enhance daily operations.
Customer Support Representative / Quality Assurance Specialist
Telus International
01.2019 - 08.2023
- Executed quality audits of customer interactions and support records to assess adherence to company standards and performance expectations.
- Analyzed customer cases, documented findings, and delivered quality insights to enhance service delivery. Handledndled inbound customer support inquiries while precisely recording case details, troubleshooting information, and resolutions within CRM systems.
- Investigated QA trends in conjunction with customer feedback to detect process shortcomings and advocate for improvements.
Customer Service Representative / Pharmacy Assistant
Walgreens
01.2014 - 01.2019
- Processed prescription and patient information using pharmacy database systems while maintaining strict accuracy and confidentiality standards.
- Entered, verified, and updated medical information while following HIPAA privacy requirements.
- Assisted customers with prescription questions, account updates, and service needs in a fast-paced healthcare environment.
- Maintained attention to detail while managing high-volume transactions and sensitive customer information.
Education
High School Diploma -
Sunrise Mountain High School
Las Vegas, NV07-2012
Skills
- Fraud detection and escalation management
- Partner and client support
- Account oversight
- Expertise in data analysis tools
- Call management
- Documentation and reporting
- Data analysis
Timeline
Partner Support Specialist
ProPivotal (Contracted at Viator)
06.2024 - Current
Member Service Representative (Temporary Assignment)
Robert Half (Contracted at Fontainebleau)
10.2023 - 01.2024
Customer Support Representative / Quality Assurance Specialist
Telus International
01.2019 - 08.2023
Customer Service Representative / Pharmacy Assistant
Walgreens
01.2014 - 01.2019
High School Diploma -
Sunrise Mountain High School