Walton Charles
Miami,FL
Summary
Creative professional with 5+ years of experience in design, project management, and cross-functional collaboration, eager to drive SafetyWing's mission by crafting user-centric, impactful solutions for a global social safety net.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Social Security Administration
07.2023 - Current
- Developed visual aids to encourage user-friendly feedback, translating data into process improvement recommendations.
- Contributed to knowledge base content, ensuring consistent user satisfaction ratings increase, reducing call times by 10%.
- Collaborated with cross-functional teams to integrate user insights into service workflows.
Freelance Creative Designer
Self-Employed
07.2019 - Current
- Coordinated with UI/UX design team for banking/vpn apps, improving retention by 20% via intuitive interfaces.
- Managed 5+ freelancers, delivering projects on-time within $5K–$10K budgets using design and project tools.
- Designed 50+ assets for a mobile racing game using Unreal Engine and Blender, ensuring brand-aligned user experiences.
- Created fashion assets in CLO3D for business apparel, with designs featured in 3 client marketing campaigns.
Advisor
AppleCare
02.2018 - 05.2021
- Delivered technical support for 50+ daily users across macOS/iOS, resolving 98% of issues without escalation.
- Collaborated with engineering to address product bugs, contributing to user-facing tech improvements.
- Facilitated remote screen-sharing sessions to guide users, ensuring intuitive navigation and positive experiences.
- Documented support cases in detailed reports, enabling data-driven refinements to user-facing features.
Technology Specialist
FSU College of Education
08.2016 - 04.2018
- Led VR/AR workshops for 100+ participants, increasing tech adoption by 25% through user-focused design.
- Designed technical guides and presentations, translating complex concepts into accessible assets.
- Managed software/hardware for 30+ classrooms, ensuring 100% uptime and supporting user needs.
- Assisted in training faculty/staff on new technology tools/platforms, developing customized training materials and sessions.
Education
Bachelor’s - Information Systems Management
Florida State University
05.2020
Associates - Business Administration
Miami-Dade
12.2014
Skills
- User interface testing for mobile applications
- Proficient in Blender and Figma, Prop design and development using digital modeling techniques, Character and environment design through sketching and 3D modeling
- Programming languages: Python, C, Swift, SQL, UNUX design and visual storytelling proficiency
- Adaptability in dynamic environments, Cross-functional teamwork, Detail-oriented problem-solving
Certification
Adobe Photoshop Certification, CompTIA Security+ (SY0-601), May 2024
Timeline
Customer Service Representative
Social Security Administration
07.2023 - Current
Freelance Creative Designer
Self-Employed
07.2019 - Current
Advisor
AppleCare
02.2018 - 05.2021
Technology Specialist
FSU College of Education
08.2016 - 04.2018
Associates - Business Administration
Miami-Dade
Bachelor’s - Information Systems Management
Florida State University
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