Hi, I’m
Charnita L. McCarty
Zion,IL
Summary
To obtain a position for a role that will best utilize my 20 years of customer service and strong skill sets in Customer Service and a team oriented environment. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
1823
years of professional experience
Work History
StericycleBannockburn, IL
Sales Support Representative
08.202 - Current
Job overview
- Answered high volume of calls in fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs.
- Processed customer orders, exchanges and returns and kept customers informed about progress.
- Followed-up with sales teams and customers with complex issues to coordinate resolutions.
- Fielded customer queries, providing clear, accurate answers to technical questions and support requests.
- Met performance standards consistently for answer rate, handle time and service quality.
- Communicated with sales department and account executives to update account information.
- Assisting sales team with preparation of sales documents and/or data entry.
- Acts and communicates as a subject matter expert, trainer, coach, and key reference contact as new reps are onboarded.
XanitosMcHenry, IL
Environmental Services Manager
04.2018 - 08.2020
Job overview
- Allocating daily jobs, workloads and special jobs for 30 team members
- Managing team performance/ progress while implementing, enforcing all company approved policies and procedures
- Training new team members
- Managing team performance and progress
- Constantly looking for ways to improve processes
- Implementing new initiatives and making sure all staff understands them
- Providing prompt and accurate information on individual staff member’s performance
- Monitoring the performance of junior staff and completing team- related paperwork
- Attending, participating in team meetings and reporting to senior managers.
- Reviewed employee performance and devised improvement plan to achieve goals.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
StericycleNorthbrook, IL
Team Lead- Strategic Accounts
02.2016 - 04.2018
Job overview
- Answered and processed customer inquiries received through the queue, mail or email in a timely manner
- Keeping records OSHA and HIPPA compliant
- Assisted employees with projects for customers who wanted to take legal action
- Provided feedback to management on ways to increase efficiencies and the effectiveness of servicing client’s needs.
- Monitored team progress and enforced deadlines.
- Delegated daily tasks to team members to optimize group productivity.
- Fostered positive employee relationships through communication, training and development coaching.
- Collaborated with management team to implement new work procedures or policies.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Followed staffing strategies to achieve production goals.
StericycleBannockburn , IL
Cutomer Service Rep
02.2007 - 02.2022
Job overview
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Developed strong customer relationships to encourage repeat business.
- Explained benefits, features and recommendations to maximize client retention.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
Education
Waukegan High SchoolWaukegan, IL
Diploma
01.2002
College of Lake County
Some College (No Degree)
Skills
- Excel, Salesforce, Oracle, Tower, Cimplicty,
- Verbal and Written Communication
- Service Contracts
- Decision Making
- Honest and Ethical
- Documentation and Reporting
- Time Management
- Team Leadership
- Payment Processing
- Computer Proficiency and Microsoft Office
- Building Customer Relationships and Loyalty
- Customer Service
- Detail-Oriented
- Cash register operation
- Microsoft applications proficiency
- Organization
- Attention to Detail
- Good Telephone Etiquette
- Critical Thinking
- Planning and Coordination
- Multitasking Abilities
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Environmental Services Manager
Xanitos
04.2018 - 08.2020
Team Lead- Strategic Accounts
Stericycle
02.2016 - 04.2018
Cutomer Service Rep
Stericycle
02.2007 - 02.2022
Waukegan High School
Diploma
College of Lake County
Some College (No Degree)
Sales Support Representative
Stericycle
08.202 - Current