Charles Abend
Billerica,MA
Summary
Results-driven professional with a decade of experience blending technical expertise in audio engineering and production, with exceptional customer support skills. Proven ability to troubleshoot complex issues, maintain meticulous attention to detail, and deliver high-quality results in fast-paced environments. Currently excelling as a Contact Center Specialist at Middlesex Savings Bank, where I combine analytical problem-solving with clear communication to enhance customer experiences. Passionate about precision and process improvement, with a track record of mastering technical systems—from studio equipment to banking software. Eager to leverage my transferable skills in roles requiring quality control, compliance, and operational excellence.
Overview
10
10
years of professional experience
Work History
Contact Center Specialist
Middlesex Savings Bank
08.2024 - Current
- I make banking easier and less stressful for customers. Whether they're locked out of their account, worried about a transaction, or just need help navigating online tools, I'm the person who helps them feel heard and get what they need - quickly and clearly. My goal is always to solve the problem and keep things simple.
- Support customers with account access, mobile/online banking, and everyday transactions
- Walk people through solutions in plain language - no jargon or confusion
- Flag and escalate potential fraud or security concerns
- Keep accurate records of every interaction and follow up when needed
- Work closely with other departments to get fast answers for customers
- Meet high standards for call quality, resolution speed, and customer satisfaction
- Stay current on banking policies, compliance, and new digital tools
Assistant Audio Engineer
Self Employed
12.2019 - Current
- I help producers with quick and accurate edits/session prep to make record turn around time quicker.
- Some of the incredible producers I've assisted are: Dave Otero, Beau Burchell, Jeff Dunne, Buster Odeholm & many more.
Audio Engineer/Music Producer
Tower Farm Recording Studio
Billerica, United States
01.2019 - Current
- Company Overview: towerfarmstudios.com
- I own and operate my own recording studio in Billerica, MA.
- We also film music videos: https://www.youtube.com/watch?v=rOYjh2o7HsA https://www.youtube.com/watch?v=qf_npGE8b9E
- Towerfarmstudios.com
Podcast Editor
The Bucket
01.2019 - Current
- Handled the editing and arranging of the Podcast. Receiving/Arranging/Editing files for each episode using a descript guide.
Lead Content Creator
Plugin Alley
04.2018 - 06.2020
- Company Overview: Plugin Alley is a media service that gives reviews, tutorials, and deals on top audio software.
- Remote
- Channel: https://www.youtube.com/c/PluginAlley?app=desktop
- Videos: https://www.youtube.com/watch?v=GKgqcHGhmvA https://www.youtube.com/watch?v=7jG37q2IPWE
- Plugin Alley is a media service that gives reviews, tutorials, and deals on top audio software.
Community Manager
Audio Salvage Team
02.2017 - 05.2019
- A Closed group on Facebook I created where members take songs that were recorded poorly and see who can come up with the best mix after fixing as many problems as possible. The group met on Skype once a month to discuss the song, and how they went about fixing the problems. At it's peak the group had about 20-25 active members. The entire program was free and people participated on their own accord.
Sound Designer/Composer
The Bucket
01.2019 - 03.2019
- Composed the music for the the podcast and for a video announcing the website. composed, engineered, mixed, and mastered all the audio for the brand.
Lead Barista
Haute Coffee
CONCORD, MA
09.2015 - 04.2018
- Monitored temperatures of cold and heating equipment to ensure they were operating correctly.
- Applied upselling methods to enhance bakery item sales and specialty drinks.
- Worked with team members to streamline workflow and maintain service quality during busy periods.
- Cultivated enduring customer relationships by identifying preferences and anticipating needs.
- Educated staff on maintaining safety standards while handling food and operating machinery.
Education
High School Diploma -
Concord Carlisle High School
Concord, MAStudies Towards A Degree in History 2014-2015
Lasell College
Newton, MASkills
- Troubleshooting
- Customer Service
- Problem solving
- Effective communication
- Time management
- Team collaboration
- Conflict resolution
- Process improvement
- Attention to detail
- Written communication
- Adaptability
- De-escalation techniques
- Calm and professional under pressure
Timeline
Contact Center Specialist
Middlesex Savings Bank
08.2024 - Current
Assistant Audio Engineer
Self Employed
12.2019 - Current
Audio Engineer/Music Producer
Tower Farm Recording Studio
01.2019 - Current
Podcast Editor
The Bucket
01.2019 - Current
Sound Designer/Composer
The Bucket
01.2019 - 03.2019
Lead Content Creator
Plugin Alley
04.2018 - 06.2020
Community Manager
Audio Salvage Team
02.2017 - 05.2019
Lead Barista
Haute Coffee
09.2015 - 04.2018
High School Diploma -
Concord Carlisle High School
Studies Towards A Degree in History 2014-2015
Lasell College
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