Charlene Myers
Jacksonville
Summary
Customer Service Specialist with over 15 years of extensive expertise in collections and customer support, demonstrating proficiency in HIPAA compliance and banking operations. Skilled in enhancing customer satisfaction and operational efficiency through innovative solutions and strong communication skills. Passionate about fostering teamwork and streamlining processes to drive improvements in client experience and retention.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Care Expert
Select Portfolio Servicing
Jacksonville
11.2025 - Current
- Responsible for managing and maintaining a portfolio of accounts, loans, or clients to ensure accuracy, compliance, and excellent customer service. This role focuses on account maintenance, issue resolution, and supporting overall portfolio performance.
- Manage and service a portfolio of customer accounts or loans
- Review account details for accuracy, compliance, and completeness
- Process payments, adjustments, and account updates
- Respond to customer inquiries and resolve issues in a timely manner
- Monitor accounts for delinquencies or irregular activity
- Coordinate with internal departments (collections, underwriting, customer service)
- Maintain detailed and accurate records of all account activity
- Ensure compliance with company policies and regulatory requirements
- Assist with reporting, audits, and portfolio performance tracking
Direct Support Professional (DSP)
Sevita
Jacksonville
10.2025 - Current
- Provides hands-on care and support to individuals with intellectual and developmental disabilities, helping them live independently and maintain a high quality of life.
- Assist individuals with daily living activities (bathing, dressing, grooming, toileting)
- Support meal preparation and ensure proper nutrition
- Administer medications according to care plans (if certified)
- Help individuals develop life skills (communication, social, and independent living skills)
- Provide companionship and emotional support
- Transport individuals to appointments, work, or community activities
- Monitor and document behavior, health, and progress
- Follow individualized care plans and safety procedures
- Maintain a clean and safe living environment
- Respond appropriately to emergencies or behavioral situations
Trainer
Complete Recovery
Jacksonville
09.2024 - 11.2025
- Responsible for developing, delivering, and improving training programs that equip customer service representatives with the skills and knowledge needed to provide excellent service. This role focuses on onboarding new hires, coaching existing staff, and ensuring consistent performance standards.
- Conduct new hire training and onboarding for customer service representatives
- Develop and update training materials, manuals, and job aids
- Facilitate in-person, virtual, or on-the-job training sessions
- Coach employees on customer service techniques, systems, and company policies
- Monitor trainee progress and provide feedback to improve performance
- Partner with supervisors and management to identify training needs
- Evaluate training effectiveness through assessments and performance metrics
- Support continuous learning and skill development for team members
- Ensure compliance with company standards and procedures
- Assist with refresher training and process updates
Team Lead
Complete Recovery
Jacksonville
09.2024 - 11.2025
- Supervises and supports a team of representatives to ensure high-quality service, productivity, and customer satisfaction. This role acts as a bridge between management and frontline staff, helping drive performance and resolve escalated issues.
- Lead, coach, and support a team of customer service representatives
- Monitor daily performance, call quality, and productivity metrics
- Handle escalated customer complaints and provide effective resolutions
- Train new hires and provide ongoing coaching to improve performance
- Ensure team adherence to company policies and procedures
- Assist with scheduling, workflow management, and coverage
- Analyze reports and identify areas for improvement
- Motivate team members to meet and exceed goals
- Collaborate with management to implement process improvements
- Maintain a positive and professional team environment
Customer Service Representative
CreditOne Bank
Jacksonville
09.2024 - 10.2025
- Handle inbound and outbound calls regarding credit card accounts
- Assist customers with payments, billing questions, and account inquiries
- Set up payment arrangements for past-due accounts
- Educate customers on account terms, interest rates, and due dates
- Resolve disputes, late fees, and transaction concerns
- Responsible for assisting customers with credit card accounts, resolving issues, and ensuring a positive customer experience while maintaining compliance with financial regulations.
- Update customer information and maintain accurate account records
- Monitor accounts for suspicious or unusual activity
- Provide solutions to prevent account delinquency
- Follow all banking regulations and company policies
- Meet performance metrics (call quality, resolution time, customer satisfaction)
Customer Service Representative
Complete Recovery
Jacksonville
02.2024 - 09.2024
- Contact customers regarding past-due accounts through inbound/outbound calls
- Negotiate and set up payment arrangements to resolve outstanding balances
- Process payments and update account information accurately
- Educate customers on billing, due dates, and service policies
- Coordinate the return of company equipment (modems, routers, cable boxes)
- Responsible for managing customer accounts with past-due balances, facilitating payment arrangements, and coordinating the return of company-issued equipment. This role focuses on maintaining positive customer relationships while reducing financial loss.
- Provide instructions and support for equipment return methods (shipping, store drop-off)
- Track and document all collection and recovery activities
- Work to prevent service disconnections by resolving issues proactively
- Maintain compliance with company policies and collection regulations
- Deliver professional and empathetic customer service during sensitive interactions
Customer Service Representative
Bank of America
Sumter
10.2023 - 01.2024
- Assist small business clients with opening, maintaining, and servicing accounts
- Provide guidance on banking products (checking, savings, credit, and loans)
- Process transactions including deposits, withdrawals, transfers, and payments
- Identify client needs and recommend appropriate financial solutions
- Build and maintain strong relationships with small business customers
- Resolve account issues, discrepancies, and service concerns
- Ensure compliance with banking regulations and company policies
- Support fraud prevention and verify account activity
- Meet sales and service goals through cross-selling products and services
- Maintain accurate documentation and account records
- Bank of America supports small business clients by managing accounts, providing financial solutions, and ensuring excellent customer service. This role focuses on helping business owners maintain and grow their financial health.
Prior Authorization Specialist WFH
WellCare
Fort Lauderdale
02.2019 - 02.2021
- Is responsible for reviewing, processing, and coordinating prior authorization requests to ensure medical services and medications meet coverage criteria. This role involves high-volume communication via phone and fax with providers, members, and internal teams.
- Process prior authorization requests received via phone and fax
- Verify patient eligibility, benefits, and coverage requirements
- Review clinical documentation for completeness and accuracy
- Communicate with healthcare providers to obtain missing information
- Enter and update authorization requests in the system accurately
- Follow up on pending requests to ensure timely decisions
- Coordinate with nurses, pharmacists, and medical review teams
- Approve or route requests based on established guidelines
- Maintain compliance with HIPAA and healthcare regulations
- Document all interactions and actions thoroughly
Material Handler
INVISTA
Lugoff
05.2015 - 05.2019
- Responsible for the safe movement, storage, and tracking of raw materials and finished products within a manufacturing or warehouse environment. This role ensures efficient operations while maintaining safety and quality standards.
- Load, unload, and transport materials using forklifts or other equipment
- Move raw materials to production areas and finished goods to storage or shipping
- Track and document inventory using warehouse management systems
- Perform routine inventory counts and assist with cycle counts
- Inspect materials for damage, quality issues, or discrepancies
- Maintain clean, organized, and safe work areas
- Follow all safety procedures, including proper handling of chemicals or hazardous materials
- Assist with packaging, labeling, and preparing shipments
- Coordinate with production and shipping teams to meet deadlines
- Report equipment issues or safety concerns promptly
Dietary Aide
Covenant Place of Sumter
Sumter
08.2017 - 01.2019
- Assists in the preparation and service of meals in healthcare facilities, nursing homes, hospitals, or schools. This role ensures patients and residents receive proper nutrition while maintaining food safety and sanitation standards.
- Prepare and portion meals according to dietary guidelines and meal plans
- Assist with food tray assembly and delivery to patients or residents
- Follow special diet instructions (low sodium, diabetic, etc.)
- Maintain cleanliness of kitchen, dining, and food prep areas
- Wash dishes, utensils, and kitchen equipment
- Store food properly and monitor expiration dates
- Assist cooks and kitchen staff with meal preparation
- Provide friendly service to patients, residents, and staff
- Follow all food safety and sanitation regulations (FDA/health codes)
- Record meal intake or report concerns to staff when required
Credit Card Specialist
Bank of America
Sumter
12.2013 - 04.2015
- Responsible for assisting customers with credit card accounts, resolving issues, processing transactions, and providing financial guidance while ensuring compliance with banking regulations.
- Handle inbound and outbound calls regarding credit card accounts
- Assist customers with payments, billing inquiries, and account management
- Explain credit card terms, interest rates, fees, and rewards programs
- Resolve disputes, fraudulent transactions, and account concerns
- Process payments, balance transfers, and account updates
- Monitor accounts for unusual or suspicious activity
- Educate customers on responsible credit usage and account options
- Set up payment arrangements for past-due accounts
- Maintain accurate documentation of all interactions
- Meet performance metrics such as call quality, resolution time, and customer satisfaction
Residential Service Specialist
Clarendon County Disability and Special Needs Board
Manning
05.2012 - 03.2015
- Supported adults with special needs, enhancing daily living skills and community involvement.
- Managed medication schedules, ensuring timely administration and improved health outcomes.
- Organized community outings, fostering social interaction and personal development.
- Collaborated with schools, aiding in client educational growth and skill acquisition.
- Administered medication and coordinated transportation for clients, ensuring timely access to essential services and improving overall well-being.
- Maintained accurate records of client care and medication schedules, ensuring compliance with health guidelines and enhancing safety.
- Worked closely with families and healthcare professionals to develop personalized care plans, leading to noticeable improvements in client satisfaction.
- Assessed individual needs and adapted care routines, resulting in measurable enhancements in daily functioning and independence for clients.
- Fostered a nurturing environment for clients, enhancing their confidence and promoting independence in daily living activities.
- Facilitated individualized support plans to enhance client independence and quality of life.
- Implemented safety protocols, ensuring compliance with regulatory standards for residential services.
- Developed individualized service plans to enhance client support and engagement.
Education
Diploma - High school graduate
Crestwood High School
Sumter, SCSkills
- Administrative experience
- Customer communication
- Inperson customer service
- CRM software
- Call center experience
- Technical support representative experience
- Call center management
- Delegation
- Customer interaction metrics
- Customer feedback analysis
- Math
- Office management
- Health insurance
- Grammar
- Managing customer accounts
- Shift management
- Call center agent experience
- Customer support experience within finance industry
- Debt collection negotiation
- Computer operation
- Bathing assistance
- Client interaction via phone calls
- Insurance prior authorization
- Microsoft Teams
- Loan processing
- Ethernet
- Data entry
- Client services
- Problem-solving
- Time management
- Working with individuals with mental health conditions
- Databases
- Microsoft Outlook
- Management
- Handling insurance claims
- Patient advocacy
- Health insurance verification via online portal
- Computer skills
- Typing
- Phone communication
- Health insurance authorizations
- Customer support experience within hospitality industry
- Recruiting
- Van driving
- Customer complaint resolution
- Billing issue inquiries
- Computer literacy
- Dressing assistance
- Productivity software
- Customer support
- Customer support experience (3-5 years)
- Customer support experience within telecommunications industry
- Customer issue escalation
- Android
- Manufacturing
- Account opening
- Compliance
- Working with people with autism
- Customer inquiry handling
- Account management
- Performance management
- Customer support experience within healthcare industry
- Assisting with ADLs
- Organizational skills
- English
- Working with people with disabilities
- Computer networking
- Google Sheets
- Attention to detail
- Banking
- Non-technical user support
- Phone etiquette
- Conflict management
- Software troubleshooting
- Negotiation
- Direct support
- Home health
- HIPAA
- Maintaining patient confidentiality
- Phone customer support
- Phone call management
- Communication skills
- Mortgages
- Improving customer support response time
- Internal employee customer service
- Providing product information
- Patient service
- Basic math
- Health insurance verification via electronic systems
- Google Docs
- Customer relationship building
- Financial services
- 5G
- Customer satisfaction surveys
- Cash register
- Home care
- Task prioritization
- Google Workspace
- Quality control
- Zendesk
- Debt collection
- Microsoft Word
- Medicare
- Senior care
- Fair Housing regulations
- Windows
- Research
- Search engines
- Call center
- Customer support specialist experience
- Nursing
- Cash handling
- Regulatory compliance
- Technical Proficiency
- Guest services
- Technical troubleshooting support
- Sales
- Managing teams in a customer support role
- Largest customer support team managed (6-10 team members)
- Mobile devices
- Customer training
- Mortgage industry
- IT
- Live chat
- Team leadership
- Problem solving
- Effective communication
- Coaching and mentoring
- CRM software proficiency
- Appointment scheduling
- Verbal and written communication
- Email communication
- Inbound customer service
- Empathy and patience
- Customer relationship management
Certification
- Driver's License, 07/01/19, 12/01/27
- Blood pathogens, 08/01/27
- Bloodborne Pathogen, 09/01/25, 10/01/26
- CPR Certification, 09/01/25, 09/01/26
- First Aid Certification, 09/01/25, 09/01/26
- AED Certification, 09/01/25, 09/01/26
Additional Information - Authorized To Work
US for any employer
Personal Information
- Willing To Relocate: Anywhere
- Title: Customer service specialist
Timeline
Customer Care Expert
Select Portfolio Servicing
11.2025 - Current
Direct Support Professional (DSP)
Sevita
10.2025 - Current
Trainer
Complete Recovery
09.2024 - 11.2025
Team Lead
Complete Recovery
09.2024 - 11.2025
Customer Service Representative
CreditOne Bank
09.2024 - 10.2025
Customer Service Representative
Complete Recovery
02.2024 - 09.2024
Customer Service Representative
Bank of America
10.2023 - 01.2024
Prior Authorization Specialist WFH
WellCare
02.2019 - 02.2021
Dietary Aide
Covenant Place of Sumter
08.2017 - 01.2019
Material Handler
INVISTA
05.2015 - 05.2019
Credit Card Specialist
Bank of America
12.2013 - 04.2015
Residential Service Specialist
Clarendon County Disability and Special Needs Board
05.2012 - 03.2015
Diploma - High school graduate
Crestwood High School