Charlie Kellum
Portland,OR
Summary
Dedicated Customer Service Representative with proven skills in complaint resolution and effective CRM utilization. Known for professionalism under pressure and enhancing customer loyalty through empathetic communication.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Oregon Zoo
Portland, OR
03.2025 - Current
- Assisted guests with inquiries, providing accurate information about exhibits and services.
- Maintained cleanliness and organization in guest areas, contributing to a positive environment.
- Handled cash transactions accurately while adhering to financial protocols and procedures.
- 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.
Insurance Service Representative
R1 RCM
Portland, OR
04.2024 - 02.2025
- Assisted clients in understanding insurance policies and claims processes.
- Processed policy changes and renewals, ensuring accuracy and compliance.
- Maintained accurate client records using CRM software for efficient service delivery.
- Streamlined claim processing for improved efficiency by effectively managing documentation and correspondence.
Customer Service Representative
Dogtopia
Tucson, AZ
05.2023 - 04.2024
- Supervised daily operations to ensure high-quality pet care and customer service.
- Trained and mentored new team members on best practices and operational standards.
- Managed inventory levels, ensuring supplies were stocked for seamless service delivery.
- Resolved customer inquiries and concerns promptly to maintain satisfaction levels.
Certification Manager
American Board of Radiology
Tucson, AZ
01.2021 - 05.2023
- Developed and implemented certification policies to enhance compliance and operational efficiency.
- Coordinated certification exam schedules, ensuring timely availability for candidates.
- Oversaw application review process, verifying eligibility based on established criteria.
- Led initiatives to enhance user experience for certification candidates through technology integration.
Administrative Coordinator
Lexus
Tucson, AZ
01.2019 - 12.2020
- Developed and maintained administrative systems to streamline processes and enhance workflow efficiency.
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Facilitated smooth day-to-day operations by anticipating needs, proactively addressing potential issues, and efficiently resolving problems as they arose.
- Maintained a well-organized filing system to ensure easy access to important records and documents.
Education
Optician
Portland Community College
Portland, Oregon, OR03-2026
Skills
- Customer relationship management (CRM)
- Active listening
- Computer proficiency
- Complaint resolution
- Manual lensometry
- Insurance knowledge
- Medical terminology
Timeline
Customer Service Representative
Oregon Zoo
03.2025 - Current
Insurance Service Representative
R1 RCM
04.2024 - 02.2025
Customer Service Representative
Dogtopia
05.2023 - 04.2024
Certification Manager
American Board of Radiology
01.2021 - 05.2023
Administrative Coordinator
Lexus
01.2019 - 12.2020
Optician
Portland Community College