Charles Hoyle
Fort Worth
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.
Overview
10
10
years of professional experience
Work History
SR CUSTOMER SERVICE REPRESENTATIVE
CITY OF FORT WORTH
10.2022 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Minimized risk of errors by accurately processing invoices, payments and other financial transactions.
- Manage registrations, licenses, permits to ensure compliance with codes.
- Prepared and presented multiple written reports and PowerPoint presentations to Planning Commission, City Council and Finance Department.
- Optimize permit processing workflows through Accela Software, implementing data-driven solutions to enhance municipal compliance and service delivery standards
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
CUSTOMER SERVICE REPRESENTATIVE
Trinity Industries
07.2019 - 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
- Analyzed financial statements against forecasts to prepare high-level variance analysis.
- Strategically anticipated long-term business needs by analyzing revenue trends to inform process improvements.
TRAIN CONDUCTOR
Vista Proppants And Logistics
01.2019 - 07.2019
- Inspected trains for safety hazards or issues prior to departure
- Reported any irregularities or malfunctions to the engineer or supervisor immediately
- Operated switches and signals in accordance with established procedures
- Monitored track conditions for obstructions or signal problems along the route
- Communicated with other personnel via radio or telephone while on duty
- Received and followed directions from train dispatchers
- Managed railcar loading, unloading and switching
- Coupled air brakes and electrical connections between trains
- Interpreted various signals to start, stop and back-up train or set and release air brakes
- Produced daily reports, switch lists, and train orders
- Performed emergency and regular maintenance on rail cars and trains during, before and after trips to optimize functionality
DATA ENTRY TECHNICIAN
International Paper
06.2015 - 12.2018
- Reviewed processing schedules and production using Microsoft, Excel, and SAP Software to organize orders concerning inventory requirements, staffing requirements, work procedures and duty assignments
- Compiled, verified accuracy, and sorted information to prepare source data for computer entry.
- Elevated the accuracy of financial records by carefully inputting transactions, invoices, and expense reports into accounting software systems
- Assisted with monthly and quarterly income statements, balance sheets and cash flow reports to inform decision-makers.
- Reviewed general ledger entries and assessed accuracy.
Education
Bachelor of Science - Accounting And Finance
Texas Southern University
HOUSTON, TX06.2015
High School Diploma -
Cross Roads Christian Academy
Fort Worth, TX06.2013
Skills
- Escalation management
- Account management
- Membership renewals
- Representative training
- Payment processing
- CRM software
- Complaint resolution
- Scheduling
- Account updating
- Data entry
- Quality assurance
- Workflow optimization
- Business process optimization
- Production
- Compensation/payroll
- Verifying data accuracy
Languages
English
Native or Bilingual
Timeline
SR CUSTOMER SERVICE REPRESENTATIVE
CITY OF FORT WORTH
10.2022 - Current
CUSTOMER SERVICE REPRESENTATIVE
Trinity Industries
07.2019 - 08.2022
TRAIN CONDUCTOR
Vista Proppants And Logistics
01.2019 - 07.2019
DATA ENTRY TECHNICIAN
International Paper
06.2015 - 12.2018
Bachelor of Science - Accounting And Finance
Texas Southern University
High School Diploma -
Cross Roads Christian Academy
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