Charlene Harrison
Tucson,AZ
Summary
Versatile and results-driven professional with over 15 years of managerial expertise in customer service across retail and call center sectors. Recognized for strategic leadership, exceptional organizational skills, and a commitment to excellence, driving team performance in dynamic environments. Proficient in Microsoft Office Suite, leveraging technology to enhance operational efficiency. Aiming for a challenging full-time role that fosters growth while utilizing advanced leadership and customer relations skills to support organizational success.
Overview
15
15
years of professional experience
Work History
Client Assistance and Advocacy
Oregon Department of Human Services (DHS)
Oregon
04.2023 - 12.2024
- Provided direct support to clients by addressing inquiries about various programs, including health, food assistance, and childcare
- Guided clients through the application process, explaining eligibility requirements and assisting with the understanding of available benefits and services
- Maintained detailed and accurate records in compliance with DHS guidelines, ensuring the confidentiality of sensitive client information
- Collaborated with team members and other DHS departments to resolve issues, manage caseloads, and deliver efficient, high-quality service
- Demonstrated strong communication skills, empathy, and a dedication to assisting individuals and families in need
Production Supervisor
Alorica
Tucson, USA
10.2016 - 10.2022
- Held dual roles as both an on-site and remote supervisor
- Directed the oversight and governance of key performance metrics (KPIs) for a team of 25+ customer service representatives across diverse health and financial sector projects
- Delivered comprehensive coaching and performance assessments to promote regulatory adherence and address developmental opportunities, thereby maximizing employee potential and organizational efficacy
- Drove strategic initiatives aimed at optimizing operational efficiency, fostering a culture of continuous improvement and high performance
Pharmacy Technician
Walgreens
02.2017 - 10.2019
- Ensured rigorous sterilization protocols and prepared the pharmacy environment for optimal functionality at opening
- Orchestrated customer interactions by resolving inquiries, receiving prescriptions, and meticulously verifying prescription validity and completeness
- Adjudicated complex insurance claims, ensuring timely and precise issue resolution
- Executed precise medication dispensation, including measurement, labeling, and inventory control, thus maintaining an efficient and compliant pharmaceutical workflow
Production Supervisor
Afni
Tucson, USA
09.2009 - 10.2015
- Held dual roles as both an on-site and remote supervisor, cultivating transparent communication channels and fostering rapport with customer service associates
- Ensured superior customer service by handling escalated cases with a solutions-oriented approach, facilitating first-call resolution
- Conducted methodical performance evaluations and drove key performance initiatives, which included recruitment, training, and mentorship of new team members
- Collaborated in the deployment of new system programs, playing an integral role in the testing and successful operational launch of client services
Team Leader
DSW
10.2009 - 01.2012
- Spearheaded team efforts to exceed sales targets, consistently motivating team members and enhancing membership growth through a strategic and consultative approach
- Assumed Manager on Duty responsibilities, providing frequent sales reports and managing operational logistics, including online orders, shipping, and inventory management
- Cultivated an environment of exceptional customer service, promoting client satisfaction and brand loyalty
Education
Graduate Certificate - Pharmacy
Everest College
Skokie, IL06-2008
High School Diploma -
Cappuccino
Millbrae, CA05-1991
Skills
Effective Communication
Customer Support Expertise
Case Management
Analytical Problem Solving
Detail-Oriented
Time Management
Team Collaboration
Empathy and Compassion
Knowledge of Government Programs
Organization
Timeline
Client Assistance and Advocacy
Oregon Department of Human Services (DHS)
04.2023 - 12.2024
Pharmacy Technician
Walgreens
02.2017 - 10.2019
Production Supervisor
Alorica
10.2016 - 10.2022
Team Leader
DSW
10.2009 - 01.2012
Production Supervisor
Afni
09.2009 - 10.2015
Graduate Certificate - Pharmacy
Everest College
High School Diploma -
Cappuccino
Similar Profiles
LaRon RichardsonLaRon Richardson
Front Desk Administrator at Department of Human Services (DHS)Front Desk Administrator at Department of Human Services (DHS)
SHENEE' WOODSONSHENEE' WOODSON
Professional Development Trainer at Maryland Department of Human Services (DHS)Professional Development Trainer at Maryland Department of Human Services (DHS)
Chimaobi EgboChimaobi Egbo
Support Worker at Department Of Human Services (DHS)Support Worker at Department Of Human Services (DHS)