Charles Hoyle
Fort Worth,TX
Summary
Insightful & collaborative leader with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
10
10
years of professional experience
Work History
Sr Customer Service Representative
CITY OF FORT WORTH
10.2022 - Current
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints. Streamlined customer service processes for increased efficiency and improved response times. Improved claim processing efficiency by conducting thorough investigations and promptly addressing discrepancies.
- Resolved technical issues for clients through remote support, increasing customer satisfaction. Assisted with application reviews and verification procedures on documents, forms, and permits. Developed and implemented department policies and Standard Operating Procedures (SOP) Supported the development of an online permitting system for increased accessibility and user satisfaction. Managed electronic databases of 50-100 permit applications , tracking their progress through the approval process and maintaining accurate records for future reference. Enhanced system performance by conducting regular software and hardware updates.
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
Customer Service Representative
Trinity Industries
04.2017 - 08.2022
- Confer with customer by telephone or email in attempt to determine reason for overdue payment, review terms of sales, service, or credit contract with customer take appropriate action if customer disputes the account. Establish payment schedule and grant extensions of payment deadline; determine interest to be charged on overdue amount. If delegated settlement authority, settle account within limits authorized; otherwise, obtain necessary information and confer with supervisor.
- Utilized software to manage interactions and track customer satisfaction. Accomplished multiple tasks within established timeframes. Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Data Entry Technician
International Paper
01.2014 - 03.2017
- Reviewed processing schedules and production using Microsoft, Excel, and SAP Software to organize orders concerning inventory requirements, staffing requirements, work procedures and duty assignments. Monitor considering budgetary limitations and time constraints.
- Built and maintained tracking databases for variety of measuring aspects. Corrected data entry errors to prevent duplication or data degradation. Compared transcribed data with source document to detect and correct errors. Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Demonstrated flexibility in adapting to changing priorities, handling multiple assignments while maintaining high-quality standards. Elevated the accuracy of financial records by carefully inputting transactions, invoices, and expense reports into accounting software systems.
Education
No Degree - Business Administration And Management
Texas Southern University
Houston 05.2015
High School Diploma -
CROSS ROADS CHRISTIAN ACADEMY
Fort Worth, TX06.2013
Skills
- Computer Diagnostics
- Database Research
- Report Generation
- Call Management
- Payment Processing
- Strategic Planning
- Office Administration
- Policy Compliance Understanding
- Clerical Support
- Technical Support
- Policy Analysis
- Document Reviews
- Network Operating Systems
- Computer Troubleshooting
- Data Entry
Languages
English
Full Professional
Timeline
Sr Customer Service Representative
CITY OF FORT WORTH
10.2022 - Current
Customer Service Representative
Trinity Industries
04.2017 - 08.2022
Data Entry Technician
International Paper
01.2014 - 03.2017
No Degree - Business Administration And Management
Texas Southern University
High School Diploma -
CROSS ROADS CHRISTIAN ACADEMY
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