Charlene M. David-Joseph
Las Vegas,NV
Summary
Directed teams in executing projects that elevated customer service standards and streamlined human resources processes. Championed business management techniques to optimize performance and drive improvements. Cultivated a high-performance culture by mentoring and empowering team members. Fostered effective communication and negotiation strategies to align stakeholders and achieve project goals. Leveraged analytical skills to identify challenges and implement creative solutions that enhanced business outcomes.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Personal Assistant I
NVPERS
Las Vegas, NV
01.2024 - 01.2025
- Call center duties which encompass all program areas of PERS and include analyzing accounts, determining eligibility, and referring members/retirees to outside sources when necessary. Processing monthly wage and contribution reports, purchase of service credit estimates/agreements, applications for retirement and refunds; reviewing member accounts to determine eligibility, reviewing forms for accuracy and inputting data into PERS computer system, communicating with employers, members, retirees, and beneficiaries of the System to obtain needed information or to discuss identified problems.
Virtual Chat/Quality Advisor, Quality and Assurance
Tesla
Las Vegas, NV
01.2018 - 01.2023
- Drive highest quality customer service solutions and head teams that meet business objectives by closing leads and converting reservations into production orders ensuring superior customer satisfaction. Gather and analyze customer data to identify opportunities for process and procedure improvements. Collaborate with technical team to gain new product knowledge and keep current with technological advancements and industry trends. Evaluate team performance leveraging crucial feedback to inspire career growth and development. Leverage data from call audits used for coaching purposes to deliver valuable feedback to leadership team, reporting trends, irregularities, and areas of opportunities. Continuously seek methods and develop strategies to significantly improve internal and external customer experience.
- Trained and coached numerous advisors to build high performance teams that adapt quickly to evolving business environments.
- Achieved exceptional knowledge of EV infrastructure and market challenges.
- Developed excellent ability to identify opportunities for improvement and anticipate challenges, creating innovative solutions to mitigate impact.
Principle Coordinator, Customer Resiliency
Capital One
Las Vegas, NV
01.2011 - 01.2018
- Spearheaded communications initiatives between senior leadership, customer service team, and customers within multiple departments to cultivate strong internal and external stakeholder relationships. Oversaw team, engaging and inspiring to provide world class customer service. Implemented agent training, coaching, and performance tracking. Mitigated and de-escalated customer issues effectively utilizing conflict resolution processes. Drafted updates in reports and briefings to management. Approved policy exceptions within set timelines.
- Created and implemented GEMBA board to display PBS Escalation Process Map, statistics, and top reasons for transfers, gathering data to utilize in recognition and accomplishments awards; commissioned by senior leadership to evaluate and assess GEMBA board for executive leader.
- Led communications initiatives between senior leadership, customer service team, and customers within multiple departments to cultivate strong internal and external stakeholder relationships.
- Forecasted potential revenue loss on Power Sports accounts; created and facilitated ten-day payoff for Power Sports presentation; associate readiness team acknowledged usefulness of material still facilitated by trainers.
- Certified as Circle Trainer utilizing SLQ2CQ process.
- Appointed Mission Ambassador and spokesperson leading multiple corporate philanthropic endeavors while setting role model and inspiring employees to give back to local community; led highly successful Art-nageous auction generating more than 4000 hours of volunteer time.
Senior Frontline Specialist – CAAT, Senior Customer Service Representative
CAAT
01.2011 - 01.2014
- Delivered all aspects of customer service management and team leadership including training, coaching, and motivating to ensure highest quality customer service from dream team. Tracked and assessed performance proving feedback to team and updates in progress reports to leadership. Oversaw escalated calls resolving customer issues in supervisory role. Educated customers on policies, procedures, compliance, and systems. Completed real time policy exceptions. Conducted one-on-one interviews with new team members and associates.
- Coached and developed associates for senior leadership roles.
- Identified opportunities for continuous improvement recommending innovative solutions to benefit teams, company, and customers.
- Played key role in focus group with Ryan Schneider.
Education
Bachelor of Science - Business Management
Long Island University
Brooklyn, NYSkills
- Achieved high customer satisfaction ratings through exceptional service delivery Improved efficiency and client trust by streamlining notary processes Enhanced service experience by promptly addressing client needs
- Achieved effective recruitment outcomes through the implementation of streamlined screening processes Enhanced employee integration via robust onboarding programs Improved HR operations by maintaining meticulous and updated employee records
- Implemented and maintained CRM tools to support effective communication and ensure high-quality service delivery to clients
- Facilitated team dynamics and performance evaluations, promoting a culture centered on accountability and continuous enhancement
- Investigated existing processes and discovered potential improvements to increase productivity levels
- Achieved significant improvements in team performance through comprehensive training programs Elevated employee skills by implementing focused coaching strategies Established a thriving culture of continuous learning through dynamic workshops
- Administered various digital communication channels, ensuring cohesive messaging and promoting active audience participation
- Conducted thorough assessments and established quality assurance strategies to systematically identify defects and elevate overall product quality
- Conducted analysis and optimization of process management systems, ensuring smooth execution of projects
- Analyzed processes through Six Sigma Green Belt techniques to drive defect reduction and improve operational effectiveness
- Achieved streamlined workflows through optimization of MS Office applications for project management Enhanced team collaboration by implementing effective shared documents and presentations Improved data analysis processes by utilizing advanced spreadsheet functions, leading to more informed decision-making
Certification
- Speak and Write to Make Millions – Various Seminars and Coursework, Lisa Nichols
- Les Brown
- Six Sigma Green Belt
Awards
Tesla Top Performer, Tesla, Inside Sales MVP of the Month, Tesla, Tesla Top Performing Team, Tesla, Tesla Top Performer, Tesla, Lives the Values, Capital One, Peer Competencies Award – Lives the Values, Communication, and Problem Solving, Capital One, Impact Award – Agent Inspired Influence, Multiple Customer Service Excellence Awards, Bank of America, The Power of One Customer Award, Bank of America, Win City End of Year Adhoc, Bank of America, Movie Star Award, Bank of America, Mostly to Speak at the White House, Bank of America, ROAR Award, Bank of America
Additional Experience
- Customer Service Supervisor, Editing/OP Supervisor, Sales Supervisor, Williams-Sonoma, Las Vegas, NV
- Assistant Vice President, Global Treasury, Treasury Management Sales Analyst, Bank of America, Las Vegas, NV
- On-the-Job Training/Coach, Senior Customer Service Rep, Bank of America, Las Vegas, NV
- Officer, Process Engineer, Quality and Productivity, Bank of America, Las Vegas, NV
Timeline
Personal Assistant I
NVPERS
01.2024 - 01.2025
Virtual Chat/Quality Advisor, Quality and Assurance
Tesla
01.2018 - 01.2023
Principle Coordinator, Customer Resiliency
Capital One
01.2011 - 01.2018
Senior Frontline Specialist – CAAT, Senior Customer Service Representative
CAAT
01.2011 - 01.2014
Bachelor of Science - Business Management
Long Island University