Charles Hoyle
Fort Worth,TX
Summary
Dedicated and detail-oriented professional with extensive experience in customer service, clerical operations, IT Support environments, and regulatory compliance. Strong analytical thinker with a proven ability to streamline processes, manage high-volume workloads, and deliver exceptional customer experiences. Skilled in software systems, technical troubleshooting, documentation management, and cross-department communication. Recognized as a reliable team player who adapts quickly, leads effectively, and consistently upholds accuracy, confidentiality, and service excellence.
Overview
11
11
years of professional experience
Work History
SR CUSTOMER SERVICE REPRESENTATIVE
CITY OF FORT WORTH
09.2022 - Current
- Provide expert guidance in land development with various municipal and other regulatory requirements as they relate to permitting, zoning, nonconforming uses, reasonable accommodations, subdivisions, and the development review process.
- Review, update, and issue registrations, licenses, and permits using Accela Citizens Access Software
- Process renewals, collect fees, and ensure compliance with municipal codes and ordinances.
- Assist internal and external customers with accurate, timely, and confidential support
- Train new employees, audit completed work, and enforce departmental policies
- Maintain operational knowledge of call center processes, technology, and best practices.
- Facilitated cross-functional collaboration between HR departments for streamlined onboarding and retention initiatives.
CUSTOMER SERVICE REPRESENTATIVE
Trinity Industries
06.2019 - 09.2022
- Managed a high volume of customer inquiries via phone and email, resolving disputes, and payment issues
- Negotiated payment plans, reviewed contract terms, and processed account adjustments
- Supported internal systems that track productions components and ensured accurate data flow
- Collaborated with management, technical teams, and clients to define data requirements and improve system efficiency
- Improved service delivery by utilizing software tools to streamline customer interaction processes
TRAIN CONDUCTOR
Vista Proppants & Logistics
12.2018 - 06.2019
- Conducted pre-departure safely checks and reported hazards or irregularities
- Operated rail switches, monitored track conditions, and ensured transportation efficiency
- Manged loading/unloading operations while maintaining safety and compliance.
- Promoted to Locomotive Engineer within 90 days due to outstanding performance
- Monitored onboard systems, gauges, air pressure, and electrical indicators to prevent downtime
- Completed incident and delay reports and resolved mechanical issues
- Coordinated with dispatchers to ensure timely departures and arrivals.
- Collaborated with crew members to enhance communication during operations.
DATA ENTRY TECHNICIAN
International Paper
12.2014 - 11.2018
- Entered, verified, and maintained inventory, financial, and production data using Excel, SAP, and AS400
- Ensured accuracy of documentation, reducing, data-related errors and inefficiencies
- Coordinated daily dispatch operations to optimize route efficiency, minimize delays for truck drivers.
- Developed and maintained logistics schedules, improving overall transport reliability.
- Oversaw daily warehouse operations, ensuring efficient workflow and adherence to safety protocols.
- Collaborated with team members to streamline inventory management processes and enhance workflow efficiency.
- Managed team schedules and workload distribution, fostering a collaborative work environment.
- Collaborated with other department heads on company-wide initiatives aimed at improving operational efficiency across multiple divisions.
Education
High School Diploma - Business Administration & Management
Texas Southern University
Houston, TX01.2017
High School Diploma - undefined
Cross Roads Christian Academy
Fort Worth, TX01.2013
Skills
- Customer Service & Client Relations
- IT Support - Ticket Ownership - System Monitoring
- Clerical Administration & Document Management
- Microsoft Office Suite (Word, Excel, Outlook, Teams)
- Accela, SAP, AS400, Adobe
- Data Entry & Database Management
- Leadership & Employee Training
- Conflict Resolution & Problem-Solving
- Attention to Detail & Quality Control
- Regulatory & Policy Compliance
- Quality assurance
- Payment processing
Timeline
SR CUSTOMER SERVICE REPRESENTATIVE
CITY OF FORT WORTH
09.2022 - Current
CUSTOMER SERVICE REPRESENTATIVE
Trinity Industries
06.2019 - 09.2022
TRAIN CONDUCTOR
Vista Proppants & Logistics
12.2018 - 06.2019
DATA ENTRY TECHNICIAN
International Paper
12.2014 - 11.2018
High School Diploma - undefined
Cross Roads Christian Academy
High School Diploma - Business Administration & Management
Texas Southern University