Summary
Overview
Work History
Education
Skills
Websites
Leadership Experience
Hobbies and Interests
Timeline
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Charles Gillespie

Maitland,FL

Summary

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

3
3
years of professional experience

Work History

Patient Engagement Specialist

Panoramic Health
Remote (Work From Home)
05.2022 - 05.2023
  • Performed 85+ outbound and inbound calls per day providing prompt customer service with a professional, patient, and friendly attitude
  • Developed comprehensive reference materials and scripts for inbound and outbound call agents, enhancing the effectiveness of patient engagement
  • Designed and implemented a training curriculum on company procedures and policies for over 50 new hires and existing call agents, equipping them with the necessary skills to execute their roles
  • As a result, the company experienced a record 65% engagement rate
  • Became a trusted resource for both clinical and non-clinical staff, transitioning into the role of an Engagement Trainer, demonstrating versatility and adaptability to the company’s vision and purpose.

Loss Prevention Officer

Marriott International
Orlando
01.2022 - 05.2022
  • Mitigated liability risks and prevented property loss by patrolling high-traffic areas, resulting in the recovery of lost property, locating lost or missing children, and deterring criminal incidents
  • Ensured an OSHA-compliant workplace through daily equipment audits and maintenance duties
  • Coordinated responses to onsite emergencies and disturbances as the first responder, collaborating with law enforcement and EMS personnel to ensure prompt, legally compliant resolutions
  • Maintained accurate and detailed daily reports and log entries for lost and recovered items, aligning with law enforcement standards to facilitate interdepartmental communication.

Security Officer

Andy Frain Services
Dr. Phillips Center
12.2021 - 03.2022
  • Monitored CCTV, performed perimeter patrols, and equipment inventory
  • Coordinated vehicle and foot traffic during events, performed access control and crowd control for events
  • Ensured an OSHA-compliant workplace through daily equipment audits and maintenance duties
  • Coordinated responses to onsite emergencies and disturbances as the first responder, collaborating with law enforcement and EMS personnel to ensure prompt, legally compliant resolutions
  • Maintained accurate and detailed daily reports and log entries for lost and recovered items, aligning with law enforcement standards.

Customer Service Sales Rep II

AT&T
Mobility Sales & Service Call Center
06.2021 - 08.2021
  • Resolved inbound customer calls related to billing, service issues, and cancellations by utilizing various software to effectively identify and address customer concerns, increasing retention rates
  • Deescalated inbound calls with upset customers and transformed negative interactions into successful sales opportunities
  • Converted inbound customer service calls into sales by leveraging product knowledge and persuasive communication techniques
  • Actively identified upselling opportunities and effectively communicated the value of additional products or services to customers.

Life Safety & Security Officer

Sandhill Cove Security (Manpower)
Sandhill Cove Retirement Living
11.2020 - 04.2021
  • Monitored CCTV, maintained accurate and detailed daily reports, maintained equipment inventory, and performed access control in a gatehouse setting
  • Monitored life-alert emergency response systems
  • Coordinated responses to onsite emergencies and injuries as the first responder, collaborating with law enforcement and EMS personnel to ensure prompt, legally compliant resolutions
  • Performed daily safety and security checks on residents to limit and prevent safety issues like falls
  • Delivered groceries, flowers, and other goods to residents on site
  • Performed basic maintenance duties for residents like fixing TVs, laptops, and AC.

Security Officer

Allied Universal
Countryside at Vero Beach
03.2020 - 09.2020
  • Monitored CCTV, maintained accurate and detailed daily reports, maintained equipment inventory, and performed access control in a gatehouse setting
  • Coordinated responses to onsite emergencies and injuries as the first responder, collaborating with law enforcement and EMS personnel to ensure prompt, legally compliant resolutions
  • Performed daily safety and security checks as well as perimeter patrols.

Education

Psychology (A.S.) -

Florida Atlantic University
12.2020

Skills

  • Microsoft Office (Excel, Word, PowerPoint, Outlook)
  • Data Entry
  • Phone Operations
  • Salesforce
  • CPR & AED Certified
  • First Aid Certified
  • EMR (Athena, pMD)
  • Customer Service

Leadership Experience

  • Treasure Coast High School, St. Lucie County, FL, Club Coordinator & Poetry Coach, 01/01/18, 01/01/20, Helped high school students explore creative expression through spoken word poetry. Encouraged students to create their own poems, self-reflect, and interpret others’ art. Taught students how to perform and emote. Coached students through state poetry competitions to showcase their skills, leading to a second-place win. Supported students in developing their creative and academic writing abilities.
  • Democratic Executive Committee, St. Lucie County, FL, Chairman (Diversity & Inclusion Committee), 01/01/20, 03/01/23, Developed and executed state-wide outreach strategies, expanding the organization's reach and increasing community engagement. Led event planning and fundraising efforts, orchestrating successful events and strategic collaborations that generated substantial financial support for the organization. Implemented grassroots outreach methods, including door-to-door canvassing, phone banking, and direct mail campaigns to foster connections, mobilize support, and increase participation in organizational initiatives.

Hobbies and Interests

  • Marketing & Analytics
  • Business Development
  • Law
  • Writing
  • Customer Experience

Timeline

Patient Engagement Specialist

Panoramic Health
05.2022 - 05.2023

Loss Prevention Officer

Marriott International
01.2022 - 05.2022

Security Officer

Andy Frain Services
12.2021 - 03.2022

Customer Service Sales Rep II

AT&T
06.2021 - 08.2021

Life Safety & Security Officer

Sandhill Cove Security (Manpower)
11.2020 - 04.2021

Security Officer

Allied Universal
03.2020 - 09.2020

Psychology (A.S.) -

Florida Atlantic University
Charles Gillespie