Summary
Overview
Work History
Education
Skills
Timeline
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Charli Stewart

Cleveland,OH

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

12
12
years of professional experience

Work History

Crisis Supervisor

Samaritans
02.2024 - Current
  • Manage schedules of crisis counselors
  • Interact with counselors via Zoom/google
  • Provide coaching and support on crisis call
  • Assist counselors in the events of imminent risk situations
  • Work with dispatch/local law enforcement to assist callers in crisis
  • Training of new crisis counselors during the onboarding process
  • Ensure counselors are adhering to processes and procedures while interacting with callers
  • Monitor phone lines to ensure appropriate coverage.
  • We evaluated post-crisis performance with detailed after-action reports, identifying areas for improvement and plan adjustment.

Government Travel Consultant

Travel Incorporated
05.2023 - 03.2024
  • We maintained and updated corporate traveler profiles with current information.
  • We enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
  • We increased repeat business by providing outstanding customer service and addressing client concerns promptly.
  • We educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad.
  • Organized trips for individual, family, and business travelers.
  • Advised clients on visa, passport, and security requirements relating to destinations and confirmed flight details for each reservation.

Supervisor

Thriveworks
07.2020 - 08.2022
  • Managed a team of 18-20 employees monitoring their productivity, providing technical guidance, and staff development
  • Monitored individual and team results to identify and act on positive and negative performance trends to ensure attainment of revenue goals and performance target
  • Responsible for motivating team members to meet the company's goals while providing harmony among workers
  • Held daily team meetings to ensure reps are fully updated and informed on all new information related to products, procedures, company-related issues, changes, or actions
  • Maintained a detailed and up-to-date knowledge of the company's process and escalation path serving as a primary resource to assist Team members with technical, service, and procedural inquiries
  • Handled and resolved escalated calls and customer complaints
  • Monitored and evaluated the quality of the CSR telephone calls
  • Participated in routine calibrations with the client to ensure top quality was provided and complete customer satisfaction
  • Attends focus groups with the Call Center Manager, Client Services, and the Client to improve the account's overall performance
  • Resolved billing disputes, processed claims, Medicare/Medicaid.
  • Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.

Supervisor

Support.com
12.2017 - 05.2020
  • Supervised 30 associates in providing excellent customer service
  • Monitored attendance, and performance and provided coaching to ensure metrics were met
  • Oversaw day-to-day operations, while ensuring all assigned tasks were completed
  • Lead team meetings to ensure understanding of company initiatives and the team's continued success
  • Managed time entries for payroll accuracy
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
  • Oversaw employee performance to foster accurate prioritization and achievement of productivity goals
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.

RoadSquad Dispatcher/HR

Travel Centers of America
02.2017 - 02.2020
  • Embraced, promoted, and led continuous improvement efforts to establish drivers and trucks utilized to maximum potential
  • Processed accounts receivable, accounts payable, and payroll, utilizing in-house software
  • Quickly determined locations and needs for the high volume of hourly callers to accurately send landscapers for assistance
  • Maintained all compliance with federal, state, and local employment laws and regulations, and recommended best practices; handled all aspects of STD, LTD, FMLA, LOA, Covid-19 sick leave, and other employment-related activities required by state or federal law Benefits and Wellness; Participate in all ongoing training and seminars in all HR aspects.

Facilitator/Team Leader

CCI Remote WAH
09.2012 - 01.2017
  • Train and supervise an average of 25 new hires in a 12-week sales training program
  • Present training information via role-playing, simulations, and team exercises in a classroom environment
  • Manage classroom training calendar using the LMS system including attendance tracking, eLearning requirements, and milestone exams
  • Exceed sales goals by 5-10% on KPI metrics by using a consultative and value-driven approach
  • Evaluate and develop over 100 trainees' performance, progress, and sales compliance
  • Delegate work to mentors, setting priorities and daily expectations and goals in a Practical Training environment
  • Establish and enforce clear goals to keep employees working collaboratively.
  • Served as a resource for trainees post-session completion by providing follow-up support via email or phone consultations.

Education

Bachelor of Science - Business

ITT Technical Institute - Indianapolis
Cleveland, OH
11.2015

Skills

  • Emergency planning
  • Crisis Management
  • Teamwork and Collaboration
  • Problem-Solving
  • Problem-solving abilities
  • Time Management
  • Multitasking Abilities
  • Organizational Skills
  • Adaptability and Flexibility

Timeline

Crisis Supervisor

Samaritans
02.2024 - Current

Government Travel Consultant

Travel Incorporated
05.2023 - 03.2024

Supervisor

Thriveworks
07.2020 - 08.2022

Supervisor

Support.com
12.2017 - 05.2020

RoadSquad Dispatcher/HR

Travel Centers of America
02.2017 - 02.2020

Facilitator/Team Leader

CCI Remote WAH
09.2012 - 01.2017

Bachelor of Science - Business

ITT Technical Institute - Indianapolis

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Charli Stewart