Summary
Overview
Work History
Education
Skills
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Timeline
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Charles Douglas

West Bloomfield,Michigan

Summary

Accomplished AT&T employee with a proven track record. Bringing years of service experience in multiple positions. Even tested out banking. Now I’m back home with AT&T looking to further my career in Management. With my experiences at AT&T I have been able to share plenty of knowledge and help out the employees looking for help. People do listen when I talk. One of my strengths as a leader is being able to hold people accountable. Also one of my strengths as well is also knowing how to listen and help my employees colleagues or friends to get the job done.

Adept in customer relationship management and loan origination. Excelled in creative thinking and customer service, consistently exceeding targets through effective negotiation and account management. Mentored teams for career advancement, ensuring high client satisfaction and loyalty.

Hardworking Banker familiar with setting up new accounts for customers, maintaining security and supporting audits. Excellent organizational, relationship-building and documentation skills. Prepared to offer 5 years of related experience to a challenging position with room for advancement.

Successful at excelling in fast-paced, competitive banking environments. Good sales and customer service abilities paired with in-depth knowledge of bank products and services. Proficient in updating accounts, processing transactions and coordinating records.

Enthusiastic candidate with extensive experience in customer service and cash handling at banks or money lending institutes. Strong knowledge of offered banking services and products. Reliable and honest professional dedicated to meeting scorecard goals by processing high volumes of error-free transactions.

Overview

24
24
years of professional experience

Work History

Dispatcher

AT&T
Southfield, Michigan
06.2025 - Current
  • Managed scheduling and routing for technicians across multiple regions.
  • Mentored new dispatchers on best practices and operational protocols.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
  • Communicated with customers to provide delivery updates and resolution.
  • Provided customers with information on products and services.

Service Technician

AT&T
Livonia, MI
03.2019 - 02.2021
  • Explained diagnostic findings to customers and outlined repair or service options.
  • Installed new equipment and explained operation and routine maintenance protocols to almost 6 customers daily
  • Inspected equipment to diagnose operational issues.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
  • Responded to customer inquiries quickly and professionally to increase satisfaction.

Customer Service Representative

AT&T
Livonia, Michigan
04.2018 - 11.2019
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Cross-trained and backed up other customer service managers.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Collections Agent

AT&T
Detroit, MI
01.2002 - 03.2018
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group on a daily average of 5-10 a hour
  • Negotiated to collect balance in full.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Worked in call center environment handling manual and automatically dialed outbound calls.

Banker

Rocket Mortgage
Detroit, MI
01.2022 - 2025
  • Assist 15 customers with setting up or closing accounts, completing loan applications, and signing up for new services daily.
  • Developed and maintained strong customer relationships, providing exceptional service and advice.
  • Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
  • Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
  • Mentored junior bankers, enhancing their skills in customer service and financial analysis for career progression.
  • Processed loan applications efficiently, leading to higher rate of successful approvals and customer satisfaction.
  • Educated customers on online banking and mobile banking applications.
  • Maintained friendly and professional customer interactions.
  • Established rapport with new clients to increase satisfaction and loyalty.

Education

High School Diploma -

Redford High School
Detroit, MI
09.1989

Skills

  • Customer service
  • Creative thinking
  • Customer Service-oriented
  • Cross-selling expertise
  • Analytical thinking
  • Customer education
  • Developing customer relationships
  • Customer relationship management
  • Follow-up skills
  • Qualifying customers
  • New account setup
  • Giving presentations
  • Loan origination
  • Loan closing

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Timeline

Dispatcher

AT&T
06.2025 - Current

Banker

Rocket Mortgage
01.2022 - 2025

Service Technician

AT&T
03.2019 - 02.2021

Customer Service Representative

AT&T
04.2018 - 11.2019

Collections Agent

AT&T
01.2002 - 03.2018

High School Diploma -

Redford High School
Charles Douglas