- Horseback Riding
- I like working with my hands and fixing things
- Music
- Gym Workouts
Charlea Reese
Augusta
Summary
Dynamic customer service professional with proven expertise at Nationalgridenergymgmt, adept at resolving conflicts and enhancing client satisfaction. Skilled in problem resolution and active listening, I successfully improved customer loyalty through empathetic communication and effective dispute management, while maintaining high standards in data entry and compliance.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.Im also trained in QBO setting up online accounts and migrating software
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Nationalgridenergymgmt
04.2024 - Current
- 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 client satisfaction with timely and accurate invoicing, ensuring prompt payments and better cash flow management.
- Analyzed trends in unpaid balances to identify potential issues early on, allowing proactive measures to prevent future losses from bad debt writeoffs.
- Researched and resolved billing discrepancies to enable accurate billing.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Customer Service Technician
Concentrix
04.2022 - 02.2024
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
- Demonstrated exceptional attention to detail when documenting customer interactions and troubleshooting steps taken, leading to more efficient resolutions for future cases.
- Enhanced customer experience with personalized assistance and product recommendations.
- Assisted customers with installation, configuration, and operation of software applications, ensuring optimal performance levels.
- Reduced errors in payroll processing by conducting thorough audits and reconciliations of records.
- Ensured accurate and timely payments for all employees, managing weekly and monthly payroll cycles.
- Maintained compliance with federal, state, and local tax regulations by staying up-to-date on changes and adjusting payroll systems accordingly.
- Provided exceptional support during high-volume periods, maintaining a calm demeanor under pressure.
- Conducted thorough research for complex queries, ensuring accurate information was provided to customers.
- Maintained high-quality standards, ensuring accuracy and professionalism in all written communications.
Banking Customer Service Representative
Sitel
01.2019 - 01.2022
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
- Resolved customer complaints, restoring confidence in bank services and retaining valuable clients.
- Managed high volume of inbound calls, ensuring prompt and professional customer service.
Education
No Degree - Cosmetology
Augusta Technical College
Augusta, GA07-2003
High School Diploma -
James Bowie High School
Austin, TX06-2002
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
Interests
Timeline
Customer Service Representative
Nationalgridenergymgmt
04.2024 - Current
Customer Service Technician
Concentrix
04.2022 - 02.2024
Banking Customer Service Representative
Sitel
01.2019 - 01.2022
No Degree - Cosmetology
Augusta Technical College
High School Diploma -
James Bowie High School
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