Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

KATLEEN CHARLES

Homestead

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Service Representative

AT&T
09.2023 - 04.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.

Workforce Scheduler

Melimel
01.2015 - 04.2022
  • Assisted with writing job postings and job descriptions for boards
  • Pre-screened resumes prior to sending to corporate hiring managers for consideration
  • Developed and implemented onboarding and orientation programs for new employees
  • Collaborated with managers to identify and address employee relations issues
  • Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations
  • Improved office efficiency by effectively managing internal communications and correspondence
  • Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency
  • Conducted performance reviews and provided feedback to managers on employee performance
  • Completed human resource operational requirements by scheduling and assigning employees
  • Administered employee benefits programs and assisted with open enrollment
  • Created and delivered HR training sessions to staff, managers and executives
  • Generated and analyzed reports to monitor employee engagement and attrition trends
  • Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements
  • Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks

Education

AA - Respiratory Therapy

Florida National University
Hialeah, FL

Skills

  • Americans with Disabilities Act (ADA)
  • Workforce Scheduling
  • Workforce Management
  • Software Systems
  • Microsoft Office
  • Human Resources Management Systems
  • Forecasting and Planning
  • Policy and Procedure Writing
  • Staffing Requirements
  • Call Centers
  • Employee Orientation
  • Database Maintenance
  • Eligibility Determinations
  • Analytical and Critical Thinking
  • Team Meetings
  • Operational Requirements
  • Promotion Coordination
  • Team Training
  • Benefits Administration
  • Statistical Data
  • Enterprise Resource Planning

Certification

  • Scheduling professional
  • Planning & Scheduling professional (PSP)
  • Certified scheduling technician (CST)
  • Office software services engineer (OSE)

Timeline

Customer Service Representative

AT&T
09.2023 - 04.2024

Workforce Scheduler

Melimel
01.2015 - 04.2022

AA - Respiratory Therapy

Florida National University

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KATLEEN CHARLES