Summary
Overview
Work History
Education
Skills
Other Experience
Timeline
Generic

Charlotte Donelson

Easley,SC

Summary

Proven leader with a track record of enhancing customer satisfaction and company profitability by resolving internal and external issues and streamlining processes. Dedicated to training, establishing and monitoring KPIs, and morale-building to enhance teammate engagement and boost performance. Proficient in independent decision-making and applying sound judgement to positively impact company success.

Overview

3
3
years of professional experience

Work History

Customer Service Manager

Bathing Brands
01.2023 - Current
  • Manages a team of customer service specialists, fostering a positive work environment focused on teamwork and collaboration.
  • Leads interviewing, onboarding, and training of new teammates to ensure their success.
  • Trains and actively assists teammates on Acumatica ERP.
  • Creates, implements, and regularly reviews and improves work instructions and standard operating procedures for various roles in operations.
  • Changed response and resolution timelines from days to within 24 hours for customer concerns.
  • Facilitates clear communication between Sales, Supply Chain, Warehouse, and Shipping departments, ensuring resolution of customer concerns in a timely manner.
  • Proactively resolves multiple logistics and shipment issues with freight carriers, causing shipment issues to be reduced from 30% to under 5%.
  • Performs root cause analysis on recurring issues and applies cross departmental problem solving to improve company outcomes.
  • Files, monitors, and negotiates terms of freight claims for damaged or lost shipments, resulting in 100% of claims being filed within 3 business days and successful claims resolution increasing from less than 5% to over 50%.

Remodeling Crew Member

Donelson Construction
03.2021 - 01.2023
  • Enhanced customer satisfaction by providing high-quality remodeling services for various residential projects.
  • Assisted in the planning and execution of complex remodeling projects, resulting in successful transformations.
  • Collaborated with team members to complete remodeling projects on time and within budget.
  • Demonstrated commitment to continuous improvement through proactive learning opportunities.
  • Maintained a clean and organized worksite, ensuring minimal disruption to clients' daily lives during renovations.
  • Ensured timely completion of assigned tasks while maintaining high-quality standards throughout each stage of the project.
  • Solved problems creatively during unforeseen complications while adhering to project specifications.

Education

Bachelor of Arts - Music Pedagogy

Wheaton College
Wheaton, IL
12.2020

Skills

  • Microsoft Outlook, Word, and Excel
  • Proficient in Acumatica ERP
  • Team Building and Leadership
  • Problem-Solving
  • Interpersonal communication
  • Self-Motivated
  • Attention to detail
  • Time management
  • Public speaking
  • Conflict resolution

Other Experience

  • Appointed Concertmaster of the Illinois Valley Symphony Orchestra from 2022-2024.
  • Awarded First Place in the Wheaton College Conservatory Concerto Competition in 2020.
  • Appointed Concertmaster of the Wheaton College Symphony Orchestra in 2020.
  • Member of the Wheaton College Symphony Orchestra in 2016, 2018-2020.
  • Awarded Runner-Up of the Wheaton College Conservatory Concerto Competition in 2019.
  • Guest Member of the Illinois Valley Symphony Orchestra in 2019.
  • Earned Suzuki Certification in Violin Book Two in 2018.
  • Earned Suzuki Certification in Violin Book One in 2017.

Timeline

Customer Service Manager

Bathing Brands
01.2023 - Current

Remodeling Crew Member

Donelson Construction
03.2021 - 01.2023

Bachelor of Arts - Music Pedagogy

Wheaton College

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Charlotte Donelson