Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Charlotte Allen

Spring,TX

Summary

Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

20
20
years of professional experience

Work History

Client Success Specialist (Remote)

Gittings
Houston, USA
10.2022 - Current
  • Work From Home
  • Quickly handle client inquiries via Zendesk to schedule photography sessions globally
  • Investigate and research problems thereby ensuring proper corrective action is taken
  • Onboard new clients via Team video chats
  • Create new accounts in the system and client portal
  • Get photo direction from client including: specs, crops and backgrounds
  • Build relationships with photographers through emails, text messages and phone calls
  • Ensuring photographers turn in images on time
  • Send uploaded images to the lab and deliver processed images digitally to client
  • Research images and clients request in ZenDesk for retouch request, additional images, and personal purchases
  • Research Archives in (File Station, Synology and Finder) and ZenDesk to find old images and request clients are looking for
  • Invoice completed sessions
  • Take payments and send payment links via Clover
  • Work with other departments as needed to swiftly resolve issues and get images to the client
  • Work efficiently with CS Team and suggest improvements to the workflow process
  • Code and resolve client tickets in ZenDesk in a timely manner
  • Other duties as assigned by leadership

Resource Support Analyst (Remote)

US Legal Support
09.2020 - 10.2022
  • Work From Home
  • Investigate and research problems thereby ensuring proper corrective action is taken
  • Quickly handle reporter inquiries and resolve any issues, including discrepancies
  • Adhere to follow-up procedures for job assignments in progress
  • Build relationships with reporters in my assigned region through emails, text messages and phone calls
  • Perform transcript/video status checks
  • Ensuring reporters turn in transcripts
  • Research jobs in SPOT and ZenDesk to find out why transcripts that have not been processed
  • Research SPOT and ZenDesk to find old transcripts that have not yet been produced
  • Clean up old jobs, duplicate jobs and other jobs from the SIP Report and SPOT
  • Work with other departments as needed to swiftly resolve issues and/get transcripts into production/the client
  • Work efficiently and suggest improvements to the workflow process
  • Code and resolve reporter tickets in ZenDesk as needed
  • Other duties as assigned by leadership

Case Manager

MERRILL CORPORATION
08.2014 - 04.2016
  • Schedule depositions internationally for Attorneys
  • Keep track of the daily, weekly, and monthly schedule using multiple computer screens
  • Data Entry of new client's information, new schedules, and new affiliates
  • Keep communication with Attorneys internationally via email and telephone
  • Set up videoconferences and conference calls via telephone, Polycom system, Skype, FaceTime and other conferencing systems
  • Locate and book conference rooms, hotels, libraries, and various facilities internationally for clients to hold depositions
  • Confirm daily schedule with clients the day prior to their deposition
  • Fax paperwork to clients
  • Answered and managed incoming and outgoing calls while recording accurate messages
  • Handled irate clients and helped them solve problems
  • Maintain Microsoft Outlook calendar

Scheduling Coordinator

U.S. Legal Support
08.2012 - 04.2014
  • Keep track of the daily, weekly, and monthly schedule using multiple computer screens
  • Data Entry of new client's information, new schedules, and new affiliates
  • Keep communication with Attorneys internationally via email and telephone
  • Set up videoconferences and conference calls via telephone, Polycom system, Skype, FaceTime and other conferencing systems
  • Locate and book conference rooms, hotels, libraries, and various facilities internationally for clients to hold depositions
  • Confirm daily schedule with clients the day prior to their deposition
  • Fax paperwork to clients
  • Answered and managed incoming and outgoing calls while recording accurate messages
  • Problem solve
  • Work with a team
  • Maintain Microsoft Outlook calendar
  • Obtained signatures for financial documents

Evening Receptionist

LIFESTYLES UNLIMITED, INC
08.2008 - 07.2010
  • Provide full administrative support to the Customer Service Manager
  • Serve as a liaison between Executives, Customer Service department and Sales department
  • Create, type, and fill out documents as needed by other departments
  • Greet members, vendors, and potential members daily upon arrival for appointments
  • Answer and direct all incoming calls to appropriate department
  • Accept all payments for services or past due balances (by credit card, check, or cash)
  • Schedule, coordinate, and confirm appointments
  • Keep management calendars
  • Receive, Process, & Distribute all correspondence
  • General Office Duties

Administrative Assistant

ABBY OFFICE CENTERS
08.2004 - 02.2007
  • Managed the calendar of multiple Executives and ensured that all items critical to their businesses were on the Executive's calendar in a timely manner
  • Prioritized requests for meetings with the Executive accordingly and ensured prompt responses to all requests
  • Booked all conference rooms for scheduled meetings
  • Ensured telephones are answered in a timely and courteous manner and messages are taken accurately
  • Screened telephone calls and respond to routine inquiries
  • Performed usual administrative and clerical support functions including answered phones, greeted, and assisted incoming clients, assisted tenants as directed, fielded complaints, and issued and referred to the correct member of management, prepared correspondence, sorted mail and transmitted communications using various forms of media, maintained tenant logs, calendared schedules and meetings, ordered supplies-maintained files and records, inputted data, and prepared reports on a computer
  • Assisted in coordinating tenant move-ins or move-outs, meet with moving contractors to review rules and regulations, assisted and insured tenants had proper internet connections
  • Assisted Property Manager as requested, kept them advised as to the status of the assignments and projects
  • Maintained all Executive's calendars, scheduled appointments, and meetings
  • Coordinated some executive travel arrangements and changes
  • This included airfare, hotel, and various other elements of executive travel
  • Assisted Property Manager with maintaining venue's event calendar (bookings, holds, etc.) and distributed such information to necessary internal and external contacts

Education

ASSOCIATES OF ARTS - Psychology

UNIVERSITY OF PHOENIX
07.2011

Associate Degree - Business Administration

Remington College
Houston, TX
04.2004

Skills

  • Professional phone etiquette
  • Excellent communication skills
  • Database management
  • Customer service-oriented
  • Accurate and detailed
  • Works well under pressure
  • 47 WPM typing speed
  • Appointment setting
  • Pleasant demeanor
  • CRM Software
  • Customer Account Management
  • Client Relations
  • Proficient in Microsoft Suite
  • Customer Service
  • Customer Relationship Building
  • Schedule Management
  • Records Management
  • Research and due diligence
  • Training and mentoring
  • Advanced clerical knowledge
  • Multi-line phone proficiency
  • Critical thinker
  • Calendar Management
  • Case Management
  • Office Management
  • Microsoft Outlook
  • Zendesk
  • Client contact
  • Client Coaching
  • Client presentations
  • Communicating with clients
  • Client service-driven
  • Client service and rapport
  • Client-focused service
  • Client meetings
  • Client Invoicing
  • Onboarding
  • Client support and assistance
  • Client/server networks
  • Onboarding and Orientation
  • Client Data Gathering
  • Building trust with clients
  • Answering client questions

Affiliations

  • Creates websites for small businesses since 2008
  • Studying Content Creation

References

References available upon request.

Timeline

Client Success Specialist (Remote)

Gittings
10.2022 - Current

Resource Support Analyst (Remote)

US Legal Support
09.2020 - 10.2022

Case Manager

MERRILL CORPORATION
08.2014 - 04.2016

Scheduling Coordinator

U.S. Legal Support
08.2012 - 04.2014

Evening Receptionist

LIFESTYLES UNLIMITED, INC
08.2008 - 07.2010

Administrative Assistant

ABBY OFFICE CENTERS
08.2004 - 02.2007

ASSOCIATES OF ARTS - Psychology

UNIVERSITY OF PHOENIX

Associate Degree - Business Administration

Remington College

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Charlotte Allen