Summary
Overview
Work History
Education
Skills
Affiliations
Who am I?
Timeline
Generic

Charles Hollings

Raleigh,NC

Summary

Dynamic professional with a proven track record at Humana, excelling in solution-focused counseling and Microsoft Office Suite. Recognized for reducing customer service call time significantly and achieving the highest customer satisfaction ratings. Skilled in leading teams to enhance operational efficiency and in employing therapy and behavior monitoring to support client needs.

Overview

15
15
years of professional experience

Work History

K-12 Call Center Counselor

College Foundation
Raleigh, NORTH CAROLINA
08.2017 - Current
  • Maintain operational efficiency through adherence to proper office protocols.
  • Respond to inquiries and requests in a timely manner, ensuring high customer satisfaction.
  • Resolve office-related issues according to predetermined procedures.
  • Provide accurate information to customers and ensure database is updated quickly and efficiently.
  • Maximize office efficiency through use of Microsoft Office Suite and other computer programs.
  • Screen and answer calls, emails, and correspondence with professionalism.

Supervisor, Customer Service

Humana Insurance Company
Raleigh, NC
01.2012 - 10.2017
  • Managed operational efficiency, ensuring proper protocols were followed across the department.
  • Addressed customer inquiries and requests, maintaining high levels of satisfaction.
  • Supervised a team of customer service representatives, improving team performance and response times.
  • Led problem resolution processes, ensuring customer issues were resolved promptly.
  • Facilitated weekly training sessions to disseminate new information and updates.
  • Responsible for managing employee performance, including making decisions regarding terminations for noncompletion of job duties.

Customer Service Representative

Humana
Raleigh, NC
02.2010 - 01.2012
  • Won "Top Customer Service Representative" two years in a row for achieving the highest customer satisfaction ratings.
  • Resolved over 50 customer complaints per week via phone and email, consistently exceeding targets.
  • Handled an average of 60-80 customer calls daily, addressing shipment delays, order mistakes, and lost orders.
  • Reduced average customer service call time by 3 minutes and 35 seconds.
  • Tracked trends in customer feedback and worked with management to identify and address recurring issues.

Education

Associate of Arts - Musical Theater

Wake Technical Community College
Raleigh, NC
06-2015

BBA - Business Administration And Management

North Carolina Central University
Durham, NC
05-2013

Skills

  • Solution-focused counseling
  • Therapy
  • Behavior monitoring
  • Counseling
  • Self-care strategies
  • [Type] counseling
  • Assisted North Carolina families in securing scholarship opportunities for K-12 students

Affiliations

  • Singing
  • Training Vocalist
  • Reading

Who am I?

  • I am an active member of my local music community, with a lifelong passion for singing. I serve as a musical director for multiple choirs in the area, contributing my expertise in directing and organizing performances. Additionally, I volunteer with various non-profit organizations across North Carolina, using my musical talents to support community initiatives and outreach

Timeline

K-12 Call Center Counselor

College Foundation
08.2017 - Current

Supervisor, Customer Service

Humana Insurance Company
01.2012 - 10.2017

Customer Service Representative

Humana
02.2010 - 01.2012

Associate of Arts - Musical Theater

Wake Technical Community College

BBA - Business Administration And Management

North Carolina Central University

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Charles Hollings