Charlie Broderick
Jonesboro
Summary
Customer Service Professional with 7+ years of experience delivering high-quality support in fast-paced contact center and remote environments. Skilled in handling high call volumes, resolving customer concerns, managing account inquiries, and maintaining compliance with company policies and confidentiality standards. Proven ability to build customer trust, de-escalate difficult situations, and provide accurate solutions across phone, chat, and email channels. Experienced with CRM systems, documentation, and cross-functional collaboration to ensure positive customer experiences.
Overview
10
10
years of professional experience
Work History
Customer Service Agent
Amazon
08.2016 - Current
- Provide customer support in high-volume contact center environments through phone, chat, and email channels
- Resolve account, payment, order, and technical issues while maintaining strong customer satisfaction metrics
- Handle escalated customer concerns with professionalism, empathy, and effective problem-solving skills
- Process refunds, returns, exchanges, and account updates with a high degree of accuracy
- Document customer interactions thoroughly using CRM and case management systems
- Meet productivity and quality expectations in a fast-paced remote environment
Customer Service Team Lead
Zelis Healthcare
05.2021 - 08.2022
- Supervised a team of 20 customer service representatives in a hybrid and remote environment
- Assisted with escalated customer inquiries and ensured timely issue resolution
- Monitored call quality and provided coaching to improve performance and customer satisfaction
- Maintained HIPAA compliance while handling confidential customer and billing information
- Collaborated with multiple departments to resolve account and payment discrepancies
Customer Service Representative II
Kaiser Permanente
03.2018 - 05.2021
- Assisted customers with scheduling, insurance verification, billing questions, and service-related inquiries
- Managed confidential customer information while maintaining compliance with privacy regulations
- Processed documentation and account updates accurately and efficiently
- Delivered empathetic service and clear communication during high-stress customer interactions
Education
Bachelor of Arts - Psychology
Georgia State University
Atlanta, GA12-2023
Skills
- CRM Platforms & Ticketing Systems
- Microsoft Office Suite
- Google Workspace
- Slack, Zoom, Microsoft Teams
- Data Entry & Case Documentation
Accomplishments
- Customer Service Excellence Award
- De-escalation Specialist Recognition
- Exceeded performance quota by 22% in one quarter
- Graduated in Top 15% of academic ranking
Core Qualifications
- Contact Center Operations
- Inbound & Outbound Customer Support
- Account Resolution & Problem Solving
- Call Handling & Documentation
- Conflict Resolution & De-escalation
- CRM & Ticketing Systems
- Data Entry & Accuracy
- Compliance & Confidentiality
- Time Management & Multitasking
- Microsoft Office & Google Workspace
- Remote & Hybrid Work Experience
- Team Collaboration
Timeline
Customer Service Team Lead
Zelis Healthcare
05.2021 - 08.2022
Customer Service Representative II
Kaiser Permanente
03.2018 - 05.2021
Customer Service Agent
Amazon
08.2016 - Current
Bachelor of Arts - Psychology
Georgia State University