Summary
Overview
Work History
Education
Skills
Timeline
Generic

Charles Overly

Euless

Summary

Dynamic Customer Service Supervisor at Spectrum with a proven track record in enhancing team productivity and service quality. Skilled in analytical problem-solving and team development, I achieved the 2nd highest employee survey score among 40 supervisors in 2024, while streamlining processes and fostering a collaborative work environment with an adopted and implemented customer service closing by the company, nationally.

Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.

Overview

21
21
years of professional experience

Work History

Customer Service Supervisor

Spectrum
08.2010 - Current
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale while earning the 2nd highest employee survey scoring out of 40 supervisors in 2024.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Enhanced team productivity through regular coaching, feedback, performance evaluations and through interviewing individuals each week for hiring exceptional persons to give a phenomenal customer service experience.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Wrote a mandatory closing for excellent customer service which was adopted and implemented by the company nationwide.

Workforce Coordinator

Spectrum
08.2007 - 08.2010
  • Prepared and maintained daily reports, daily dashboards and monthly packages to management.
  • Optimized schedules, forecasts and other tools to present to management.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Optimized resource allocation by closely monitoring project progress and adjusting workforce distribution accordingly.

Customer Service Representative

Spectrum
08.2004 - 08.2007
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, billing, repair and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Education

No Degree - Music

Wright State University
Dayton, OH

Skills

  • Analytical problem-solving
  • Organizational time strategies
  • Exceptional Customer service
  • Proficient in task management
  • Team development and guidance

Timeline

Customer Service Supervisor

Spectrum
08.2010 - Current

Workforce Coordinator

Spectrum
08.2007 - 08.2010

Customer Service Representative

Spectrum
08.2004 - 08.2007

No Degree - Music

Wright State University

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