Charlene Miles
Ruston,LA
Summary
An organized and motivated individual, eager to utilize organizational skills across diverse settings. Hardworking multitasker with time management abilities. Also with Quickbooks experience.
Overview
2025
2025
years of professional experience
Work History
Customer Service Manager
HOBBY LOBBY Retail Stores
Ruston, LA
08.2024 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Provided exceptional customer service to ensure customer satisfaction.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Responded to phone customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Assigned work and monitored performance of project personnel.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Recognized by management for providing exceptional customer service.
Manager
A Plus Vinyl LLC
Clinton, Mississippi
10.2018 - 09.2024
- Ensured compliance with industry regulations and company policies.
- Produced thorough, accurate and timely reports of project activities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Enhanced customer satisfaction through the development of a customer service excellence program.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Recruited and trained new employees to meet job requirements.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Recruited and hired qualified candidates to fill open positions.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Created monthly reports for senior management summarizing operational performance metrics.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Trained employees on additional job positions to maintain coverage of roles.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Created and managed budgets for travel, training, and team-building activities.
- Reviewed completed work to verify consistency, quality, and conformance.
- Managed inventory levels to meet demand without overstocking, reducing waste.
- Led a team of employees, ensuring high productivity and excellent customer service.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Proposed or approved modifications to project plans.
- Directed recruitment, hiring, and training of new staff members.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Oversaw marketing initiatives, increasing brand awareness and sales.
- Analyzed market trends and competitor activity to inform business strategy.
- Delegated work to staff, setting priorities and goals.
- Updated and maintained databases with current information.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Receptionist
Zeon Chemicals
Hattiesburg , MS
02.2017 - 10.2018
- Managed inventory of office supplies and placed orders to ensure adequate stock levels.
- Scheduled and confirmed appointments, managing a complex calendar for multiple staff members.
- Updated daily log book with information about visitors entering the premises.
- Responded to inquiries from internal staff members regarding office operations.
- Coordinated meeting room bookings and arranged catering for meetings and events.
- Scheduled and confirmed appointments.
- Coordinated company events with venues and advised staff of pertinent details.
- Handled mail distribution, including sorting and forwarding incoming mail and preparing outgoing mail.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Greeted visitors and provided them with assistance.
- Assisted with special projects assigned by management when required.
- Greeted and directed visitors to appropriate departments or individuals, ensuring a welcoming environment.
Commercial Loan Assistant
Merchants Bank
Vicksburg , MS
- Compiled and verified financial documents necessary for loan processing.
- Monitored customer accounts on an ongoing basis in order to identify any delinquencies or irregularities that may need attention.
- Assisted with the preparation of financial statements, cash flow projections, and other documents for loan packages.
- Prepared monthly reports on all pending and closed commercial loan transactions.
- Filed and maintained loan records.
- Prepared complete packages to be sent to underwriting with a thorough understanding of each investor's stacking order and shipping.
- Maintained accurate records of all commercial loan activities within the department.
- Set and confirmed appointments with clients and initiated marketing contact with new leads and realtors.
- Set and confirmed appointments with clients, realtors and business partners and initiated marketing contact with new leads and realtors.
- Provided superior client service through follow-up communication.
- Assembled and compiled title abstracts, insurance forms, loan documents, and tax receipts.
- Responded to inquiries from clients and lenders regarding loan status.
- Reviewed customer accounts to determine on-time payments and loan terms compliance.
- Accepted payment on accounts.
- Offered administrative task assistance and performed database updates, email communication, and document processing.
- Coordinated appraisal orders and obtained necessary title work for loan processing.
- Assisted loan officers with application data acquisition and verification.
- Analyzed borrower's financial information to determine eligibility for specific types of loans.
- Recorded applications for loan and credit, loan information and disbursements of funds.
- Managed and updated client databases to ensure accuracy of contact and loan information.
- Scanned and uploaded loan and related documents into system.
- Assisted in resolving customer complaints or disputes relating to their commercial loans.
- Monitored purchase loans for due diligence, financed contingency and closing date expiration and tracked pipeline for refinances.
- Assisted with the preparation and closing of loan documents.
- Examined and verified information in loan application and closing documents.
- Managed loan application pipeline to ensure timely processing of all loans.
- Reviewed loan documents to ensure accuracy and completeness.
- Processed payments received from clients according to established procedures.
- Checked applicant credit, personal references and employment histories.
- Performed data entry tasks related to commercial loans, including entering new loans into a database system.
- Communicated regularly with customers regarding their loans status or any changes that may affect them.
- Presented loan and repayment schedules to customers.
- Conducted follow-up with clients to ensure satisfaction post-closing.
- Checked value of customer collateral to hold as loan security.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Education
High School Diploma -
St Aloysius
Vicksburg05-1991
Some College (No Degree) - General Studies
Hinds Community College
Raymond, MSSkills
- Complaint resolution
- Training and coaching
- Problem-solving
- Decision-making
- Customer service
- Billing and filing
- Budgeting and reporting
- Continuous improvement
- Effective workflow management
- Skilled trainer
- Microsoft outlook, word, and Excel
- Excellent time management skills
- Verbal and written communication
Affiliations
I am a wife of almost 30 years and a mother of two grown daughters and one son-in-law. I'm a Mississippi girl that has called Ruston home for the last two years. I enjoy reading, watching movies, spoiling my little yorkies and weekend getaways.
Timeline
Customer Service Manager
HOBBY LOBBY Retail Stores
08.2024 - Current
Manager
A Plus Vinyl LLC
10.2018 - 09.2024
Receptionist
Zeon Chemicals
02.2017 - 10.2018
Commercial Loan Assistant
Merchants Bank
High School Diploma -
St Aloysius
Some College (No Degree) - General Studies
Hinds Community College
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