CHARLOTTE PATTERSON
Frisco,TX
Summary
Highly motivated professional dedicated to delivering an exceptional client experience with every interaction. My goal is to ensure the clients have complete trust in us as a company and the services provided. I wholeheartedly believe that starts with establishing a good rapport. I thoroughly enjoy knowing the clients and their needs so well, a solution is not far behind their question or concern. My current role requires me to pivot often and because of the relationships I’ve built with my clients, it’s often an easy transition.
Overview
2026
2026
years of professional experience
Work History
Key Account Specialist (Industrial)
Quest Resources
2025 - Current
- The Key Accounts Specialist (KAS) is responsible for managing and enhancing client relationships by providing exceptional support and service throughout the client lifecycle.
- Cultivated strong relationships with key clients and vendors to enhance collaboration.
- Managed overflow call handling to ensure seamless support for assigned line of business.
- Maintained system queue management by consistently logging into CRM system as mandated by company protocols.
- Managed follow-up on unresolved issues and escalations to ensure satisfactory outcomes.
- Managed dispatch of service requests and ensured thorough follow-through for completion.
- Facilitated extensive email and phone communication with clients and vendors, including corporate-level interactions.
- Issued purchase orders and calculated additional charges as required.
- Understanding of pricing and ability to complete simple to moderate pricing analysis
- Conducted thorough research on issues using available resources prior to escalation to management.
- Analyzed client master files to determine pricing for services and waste streams.
- Served as a backup for key accounts manager during periods of unavailability.
- Resolved accounting inquiries and issues to ensure accurate financial reporting.
- Assist with online research as needed.
- Proactively identified and pursued opportunities to enhance customer satisfaction and strengthen customer relationships.
- Exhibited flexibility in responding to business needs by accommodating on-call schedules and holiday work requirements.
- Engaged with customers, vendors, and internal stakeholders to ensure clear and professional communication across all interactions.
- Strong communication, problem-solving skills, and a customer-centric attitude are essential to success in this role.
- Key responsibilities include resolving client inquiries, processing orders, maintaining Customer Relationship Management (CRM) system to record and track all customer requests and resolve concerns, and ensuring a high level of client satisfaction.
Client Service Specialist (SolidWaste,Industrial)
Quest Resources
01.2024 - 01.2025
- Managed client inquiries, providing timely resolutions to enhance customer satisfaction.
- Developed and maintained strong relationships with key clients, ensuring ongoing service excellence.
- Sought ways to improve processes and services provided.
Customer Service Specialist II
Quest Resources
01.2023 - 01.2024
- Engaged in proactive communication with clients and vendors through email and phone to foster strong partnerships and exceed expectations.
- Responded to incoming calls to assist with requests and inquiries. Addressed issues and troubleshot problems effectively. Documented all call interactions in the CRM system following standard operating procedures.
- Conducted outbound calls to clients and vendors to facilitate information collection, problem resolution, and service continuity.
- Provide superior support to ensure both individual and departmental objectives are met.
Lead Scheduling Coordinator
TEMBERLAKE CABINETRY
01.2022 - 01.2023
- Analyzed scheduling data and compiled delivery reports to support project management efforts.
- Delegated workload effectively among schedulers to optimize team efficiency.
- Assessed and identified primary and secondary installation sites.
- Conducted verification of measurements for installation locations.
- Monitored shipment status of cabinets to identify delays. Assisted in coordinating with logistics teams to resolve shipping issues. Supported tracking efforts to ensure timely delivery of products.
- Analyzed crime data to strategically schedule resources in high-crime areas.
- Managed rescheduling of escalated deliveries and installations.
- Coordinated interactions between builders and installers to streamline workflow and enhance collaboration.
- Provided management with timely updates through detailed spreadsheet reports to enhance decision-making.
Adjudicator/Benefits Specialist
STATE OF WISCONSIN/UNEMPLOYMENT
08.2020 - 09.2022
- Coordinated with various departments to maintain high standards of quality and ethical practices in operations.
- Reviewed unemployment claims to determine eligibility based on state regulations and guidelines.
- Facilitated training initiatives to enhance team productivity and success.
- Analyzed claimant cases to assess outcomes and offered support and direction to stakeholders in accordance with legal regulations.
- Excelled in high-pressure scenarios, swiftly executing numerous responsibilities.
- Executed in-depth interviews with claimants to ensure accurate information collection for effective adjudication.
- Collaborated with various departments to ensure accurate claimant information and documentation, enhancing operational efficiency.
- Implemented workload management strategies to achieve significant reductions in case backlogs while meeting all resolution deadlines.
- Established a reputation for professionalism and integrity by consistently upholding ethical standards during adjudication processes.
Customer Service Representative Tier 2(Remote)
STATE OF WISCONSIN/UNEMPLOYMENT
08.2020 - 12.2020
- Addressed escalated emails concerning weekly benefits, including garnished wages and calculated wage approvals and denials.
- Handled claimant inquiries, providing guidance for successful initial claim submissions.
- Delivered personalized support to claimants utilizing the online portal for document uploads, account modifications, and banking information updates.
- Resolved claimant questions and issues regarding unemployment claims and certification processes to ensure compliance.
Project Incident Coordinator
HEALTH PAYMENT SYSTEMS
06.2014 - 07.2020
- Tracked and analyzed incoming tickets across several designated platforms, including Jira, Zendesk, and PPS Member Portal, to enhance operational efficiency.
- Review and validate the information provided in these tickets and allocate the workload between the technicians (App/Dev, Data, Infrastructure, Developers, and QA’s) for resolution of tickets.
- Assessed incidents to determine escalation based on priority and severity criteria.
- Ensure that Incidents assigned to their Support Groups are resolved and that service is restored by following up with the technicians on updates quality and cadence.
- Analyzed and identified incidents for comprehensive review.
- Conducted thorough reviews of incidents to identify root causes and improve response strategies.
- Identify potential problems and/or increasing trend of repetitive Incidents
- Ensured timely communication of process issues to the incident manager for resolution.
- Facilitated communication with relevant teams to address high-priority issues impacting operations.
- Liaison between IT and the Business line
- Conducted comprehensive change management reviews to identify and address issues requiring modifications.
- Report major problems and impact to the business community
- Advised management on strategies to enhance technical processes.
- Analyzed and validated documentation processes to improve clarity and usability for end users.
- Fostered collaboration with operations department business lines and support groups to enhance operational efficiency.
- Led daily support meetings, focusing on team alignment and effective communication among support staff.
- Led weekly support meetings with COO, IT Manager, and Incident Coordinator Manager to ensure alignment on incident management and support strategies.
- Provide updates along with resolution time on critical and high tickets each morning for the Operation department
Education
CONCORDIA UNIVERSITY
Milwaukee, WIGraduate Certificate -
ITIL INCIDENT MANAGEMENT TRAINING
Milwaukee, WI08.2004
Timeline
Client Service Specialist (SolidWaste,Industrial)
Quest Resources
01.2024 - 01.2025
Customer Service Specialist II
Quest Resources
01.2023 - 01.2024
Lead Scheduling Coordinator
TEMBERLAKE CABINETRY
01.2022 - 01.2023
Adjudicator/Benefits Specialist
STATE OF WISCONSIN/UNEMPLOYMENT
08.2020 - 09.2022
Customer Service Representative Tier 2(Remote)
STATE OF WISCONSIN/UNEMPLOYMENT
08.2020 - 12.2020
Project Incident Coordinator
HEALTH PAYMENT SYSTEMS
06.2014 - 07.2020
Key Account Specialist (Industrial)
Quest Resources
2025 - Current
CONCORDIA UNIVERSITY
Graduate Certificate -
ITIL INCIDENT MANAGEMENT TRAINING