Summary
Overview
Work History
Education
Skills
Timeline
Generic

Charnise Stanley

Tulsa

Summary

Assertive and results-driven professional with over 10 years of experience in customer service, management, training, retention, and sales. Proven track record of leading high-performing teams, resolving escalated customer issues, and improving service quality. Seeking to contribute expertise in a growth-oriented company.

Overview

18
18
years of professional experience

Work History

Sr. Customer Care Specialist

Boost Mobile
12.2024 - 05.2025
  • Served as the initial point of contact for new customer activations.
  • Responded to customer surveys, addressing complaints and grievances.
  • Assisted customers with understanding their billing ledgers and account details.
  • Completed advanced technical troubleshooting tickets for accurate and timely resolutions.
  • Provided clear explanations of company policies and procedures.

Executive Escalations Manager / Nesting Lead / Analytics Specialist

Walmart.com
07.2018 - 10.2024
  • Led a team of 25 handling executive-level complaints including BBB, Attorney General, and legal escalations.
  • Conducted legal research to resolve high-profile customer issues.
  • Delivered regular Quality Assurance reviews and coaching opportunities.
  • Held weekly 1:1 sessions and team meetings to support growth and performance.
  • Created an engaging remote work environment to promote collaboration and morale.
  • Mentored team members and guided specialist development.
  • Analyzed week-over-week, month-over-month, and year-over-year performance data for stakeholder reporting.
  • Supported customers with technical issues related to Walmart's website and mobile app.
  • Designed training platforms for the Analytics team to improve issue resolution and trend tracking.
  • Developed proactive solutions to reduce mass-impact incidents by identifying root causes early.

Sr. Retention Specialist

Dish Network LLC
04.2017 - 07.2018
  • Handled complex escalated calls in a high-volume call center.
  • Resolved issues efficiently, maintaining an 89% customer retention rate.
  • Collaborated across departments including billing, credit, and collections.
  • Researched billing disputes and provided alternative resolutions.
  • Navigated multiple systems to address customer concerns.
  • Adapted to fast-paced environment while onboarding and mentoring new agents.

General Manager

Wingstop
12.2014 - 03.2017
  • Managed all operations including hiring, training, and team development.
  • Ordered inventory and ensured compliance with health and safety standards.
  • Maintained accounting and bookkeeping responsibilities.
  • Oversaw food preparation and delivery services.

Manager

Balcony Restaurant Group
01.2007 - 12.2014
  • Trained and retrained over 200 employees, improving service quality.
  • Maintained compliance with state and company regulations.
  • Managed inventory and marketing initiatives.
  • Increased catering sales by 30% through targeted community engagement.
  • Boosted team efficiency and customer satisfaction.

Education

Hospitality -

Darton College
01.2009

Alief Taylor High School -

01.2007

Skills

  • Job Coaching
  • New Hire Training
  • Microsoft Excel Proficiency
  • Power BI Knowledge
  • Conflict Resolution
  • De-escalation
  • Strong Written Communication
  • Strong Verbal Communication
  • Active Listening
  • Empathy
  • Fast Learner
  • Self-Motivated
  • Data Analysis
  • Performance Reporting

Timeline

Sr. Customer Care Specialist

Boost Mobile
12.2024 - 05.2025

Executive Escalations Manager / Nesting Lead / Analytics Specialist

Walmart.com
07.2018 - 10.2024

Sr. Retention Specialist

Dish Network LLC
04.2017 - 07.2018

General Manager

Wingstop
12.2014 - 03.2017

Manager

Balcony Restaurant Group
01.2007 - 12.2014

Hospitality -

Darton College

Alief Taylor High School -

Similar Profiles

CREATE PROFILE
Charnise Stanley