CHARMAINE ROGERS
Alpharetta
Summary
Goal-driven professional pursuing role as essential team contributor in people-centric organizations, leveraging clerical and customer relations expertise to thrive in dynamic environments.
Overview
18
18
years of professional experience
Work History
Telephone Interviewer
Hendall, Inc.
Rockville
06.2025 - Current
- Make outbound calls to potential participants to conduct surveys.
- Collect data using predetermined questions and scripts.
- Accurately and thoroughly document the responses obtained during interviews, utilizing computer software.
- Maintain and ensure a high level of accuracy and completeness in the recorded information.
- Manage time effectively to meet daily or weekly quotas and performance standards.
- Adhere to strict guidelines and protocols to ensure consistency and integrity of the data collection process.
English I Test Evaluator
BC Forward (Data Recognition Center)
Indianapolis
04.2025 - 05.2025
- Evaluated standardized exams and assignments, focusing on essays and grammar tasks for clarity, relevance, and alignment with learning objectives and established rubrics.
- Reviewed and scored over 250 essays daily for the English I course, providing timely and constructive feedback to project leadership.
- Analyzed student performance data to identify trends in common grammatical errors and writing deficiencies, sharing insights with team leaders.
- Evaluated students' understanding of English language skills, including grammar, vocabulary, and writing mechanics.
- Decreased grading errors by 50% through consistent rubric application and attention to detail.
- Ensured the integrity and fairness of the evaluation process by strictly adhering to established scoring rubrics and confidentiality protocols.
- Maintained exceptional accuracy and consistency throughout the scoring process.
Senior Regional Advisor
Morley Companies (General Motors)
Saginaw
01.2023 - 06.2024
- Responded to 50-100 inbound calls each day, addressing consumer inquiries and concerns related to vehicle warranties, warranty coverage, dealership complaints, shipping and tracking of new vehicle orders, vehicle parts and status, VIN information, roadside assistance, OnStar directional requests, and escalations regarding vehicle parts.
- Created case files to provide appropriate solutions to customers' vehicle concerns and service requests.
- Performed intake of customers' vehicle concerns and requests through the Avaya phone system and company email.
- Contacted and collaborated with dealerships via phone and email to confirm vehicle diagnoses, loaner vehicle availability, parts status, and service updates for customer vehicle repairs.
- Researched and scheduled service appointments with dealerships to complete vehicle recall and maintenance repairs for customers.
- Submitted and processed reimbursement requests for rental vehicles, vehicle buybacks, trade-ins, vehicle repairs, trip interruptions, vehicle towing, and Uber reimbursements.
- Submitted and processed goodwill offers, including prepaid maintenance plans, rewards points, service vouchers, and vehicle accessory certificates to mitigate the inconvenience and unexpected costs associated with vehicle repairs.
- Coordinated with various GM dealerships' parts and service departments to research and locate specific vehicle parts and part numbers to assist customers with scheduled repairs.
- Consulted with service advisors from dealerships about required repairs and cost assistance options that could be offered as alternatives to expensive repair costs for customers.
- Conducted routine follow-up calls with customers within 24-48 hours to provide updates or changes to vehicle repair or service status.
- Maintained and updated case assessment information daily throughout the vehicle repair process.
- Utilized the company knowledge base and other web-based tools to troubleshoot vehicle technical concerns.
- Escalated cases to specialty departments for further assistance as needed.
Outbound Customer Service Representative/ Appointment Setter
AnswerNet
Akron
03.2022 - 01.2023
- Performed 50-100 outbound calls daily to schedule appointments for multiple projects.
- Converted leads to new consultations for the client and account management teams.
- Utilized multiple software systems to create leads for potential clients to determine eligibility for service programs.
- Performed and maintained documentation management of customer account information in multiple computer databases.
- Offered and upsold products and services to customers based on consumer needs, account activity, and program/project offers.
- Provided follow-up calls to members to confirm changes or updates to the status of new and existing scheduled appointments.
Customer Service/ Collections Representative
Continuum Global Solutions (Verizon Support)
Anderson
08.2021 - 07.2022
- Ensured first call resolution by responding to over 100 inbound calls related to customer inquiries and concerns, including general service questions, product and service pricing, service disconnections and reconnections, device upgrades and downgrades, billing and account discrepancies, payment arrangements, device activations, plan and feature changes, upselling of products, device hardware availability, account password resets, online account registration, and service repairs for Verizon products and services.
- Utilized computer software systems to gather information, track and manage device shipments and returns, schedule callbacks, confirm product availability, and monitor the order status of products and services.
- Provided Tier 1 technical support for Verizon products, addressing service discrepancies related to device hardware and software, digital applications, account logins, network services, and connectivity issues.
- Conducted daily collection activities by contacting customers regarding past-due accounts to negotiate and secure payments through email and phone channels.
- Processed consumer refunds and offered customers self-service options to make payments through online platforms or IVR systems.
- Updated and maintained accurate documentation of consumer interactions on accounts.
- Kept up-to-date knowledge of Verizon's products and services.
- Resolved consumer account discrepancies and issues with sound judgment and a sense of urgency.
- Educated and assisted customers with guidance on account registration and payment processes using the Verizon application and web interfaces.
- Coordinated activities and collaborated with internal departments to research and resolve customer issues, exceeding consumer needs.
- Escalated support calls to appropriate departmental support functions to ensure a rapid response when necessary.
- Maintained knowledge of technological innovations and new trends related to software and hardware.
- Performed other related duties as assigned.
Telephone Market Research Interviewer
SSRS
Glen Mills
08.2021 - 12.2021
- Performed outbound market research telephone interviews to gauge customer satisfaction and conduct political polling surveys.
- Read assigned scripts verbatim with a high degree of accuracy while interviewing and verifying information with respondents.
- Accurately documented participant responses to both open-ended and multiple-choice questions in a computer-based CATI system.
- Explained the objectives of the survey and assessed the eligibility of respondents.
- Reviewed the data collected from respondents to ensure completeness and accuracy before submission.
Vaccine Hotline Support Representative
Mass Markets (MCI)
Sioux City
01.2021 - 06.2021
- Responded to over 100 customer and patient calls regarding inquiries and appointment scheduling related to COVID-19 vaccinations and outreach.
- Assisted customers and patients with enrolling in state-provided vaccinations through an online registration system.
- Provided support and guidance on scheduling and waitlist times for vaccinations.
- Directed customers and patients to additional informational resources and alternative assistance options through an interactive voice response system.
- Conducted reminder calls to customers and patients who had previously registered or who had not confirmed a scheduled appointment.
- Reached out to targeted populations and counties for vaccine registration, specifically those who missed or have not yet scheduled their second dose vaccination appointments.
- Tracked all inbound consumer support calls using the CRM system and maintained databases to ensure accurate and timely entry of all consumer information and incoming calls.
- Escalated calls or issues to the appropriate staff or department for resolution as needed.
- Received and prioritized issues, forwarding discrepancies using the appropriate escalation procedures.
Engagement/ Consumer Support Specialist
TaxSlayer
Augusta
12.2020 - 05.2021
- Responded to over 100 inbound calls to identify and resolve consumer account issues, troubleshoot discrepancies in tax software, and provided high-level support through web-based email, chat, and phone channels.
- Recognized and analyzed consumer needs, assisting them in utilizing specific features related to tax filing software. Resolved customer complaints and communicated ongoing issues to the Consumer Support leadership team.
- Addressed consumer inquiries by researching and reviewing internal databases.
- Troubleshot various technical complications and concerns related to tax program software.
- Entered and updated detailed tax-related files quickly and accurately in Excel spreadsheets, including client account information, IRS tax returns, and changes to tax filings.
- Maintained client data files daily.
- Conducted follow-up calls with customers to ensure their technical issues and complaints were resolved.
- Provided thorough and detailed feedback regarding resolved consumer complaints to the Consumer Support Leadership Division.
- Updated internal company databases with relevant information concerning technical issues, client interactions, transactions, and discussions.
- Offered customers efficient knowledge and feedback on the tax-filing service and software process.
- Reviewed current product enhancements to ensure they function correctly and suggested new enhancements to leadership as needed.
- Attended support meetings and met with division leadership to discuss projects and company objectives as directed.
- Engaged in assigned tasks to improve Consumer Support, including updating and enhancing training modules for seasonal employees and updating articles on the knowledge base (KB) website.
- Participated in various team projects throughout the tax season as assigned.
- Performed all other duties as assigned.
Customer Service Agent/Clerical Assistant
EClerx
Fayetteville
09.2016 - 02.2017
- Responded to 150+ inbound calls daily regarding consumer complaints, inquiries, requests, and product and service information.
- Provided detailed information regarding consumer internet, cable, and/or phone services.
- Assisted customers in the selection of service products.
- Scheduled service appointments.
- Assessed consumer-reported issues promptly and provided appropriate resolution and follow-up feedback to avoid future service calls.
- Managed and documented information on all detailed customer interactions and explanations in the company database.
- Coordinated resolution of trouble tickets with other internal departments.
- Transferred and routed calls to necessary departments to assist with customers' needs.
- Processed office supply orders and maintained department inventory.
- Prepared relevant departmental reports and correspondence as needed for the administrative department.
- Processed incoming/outgoing mail.
- Managed and organized office files and records.
- Entered data accurately into corresponding fields within various computer programs.
- Compiled, sorted, verified, and corrected data to be entered using appropriate quality control procedures.
- Provided timely and efficient support with assisting the administrative department with office duties including faxing, filing, photocopying, distributing incoming mail, operating various office equipment, emailing correspondence, answering phones, maintaining office supplies, and inventory.
- Completed critical, time-sensitive documents and projects for the administrative/ HR department.
- Provided general data entry support for the HR department using various digital record management systems.
Customer Service Representative/Clerical Assistant
SYKES
Fayetteville
01.2016 - 07.2016
- Conferred with customers by telephone to provide product and service information, address consumer complaints, billing inquiries, and payment/extension requests.
- Responded to 100 + daily calls promptly regarding tasks, including, but not limited to, new customer enrollment, customer information retrieval, product information, service cancellation, billing payments, inquiries, and service complaints.
- Maintained daily and updated records of consumer interactions and transactions consisting of product, service inquiries, consumer registration, complaints, bill payments, adjustments, service disconnections, and cancellations in multiple company databases.
- Contacted customers to notify them of any existing claims or planned adjustments made to their service billing accounts.
- Provided recommendations for specific products, services, and billing methods to consumers.
- Submitted requests to appropriate departments to prevent recurring issues with processed service complaints and/or claims.
- Assisted customers in navigating the company's website, placing orders online, and troubleshooting any technical issues.
- Served as a clerical support liaison to the administration department, performing office tasks such as faxing, file organizing, typing, scanning, email correspondence, photocopying, answering phones, and managing mail.
- Compiled, sorted, and verified the accuracy of all data and information through comparison of data from source documents and/or verification format to locate errors before entry.
- Contacted clients to conduct surveys about their overall service experience.
Client Service Representative/Debt Collection Specialist
GC Services
Copperas Cove
10.2007 - 10.2009
- Responded to customer inquiry calls promptly to address the consumer's needs and problems to deliver ideal solutions.
- Reviewed open accounts for collection efforts.
- Managed and documented information on all detailed customer interactions and explanations in the company database.
- Performed account modifications such as address changes, service connections/disconnections, and bill adjustments.
- Collected customer payments in accordance with payment due dates.
- Established and maintained a high level of confidentiality in dealing with customer information.
- Documented and resolved technical support issues through proven research and troubleshooting techniques.
- Maintained working knowledge of all company products, services, and promotions.
- Prepared departmental correspondence and documentation.
Education
Master's Graduate Degree - Accounting
Southern New Hampshire University
09.2026
Bachelor's Undergraduate Degree - Business Administration/ Concentration in Human Resources Management
Southern New Hampshire University
09.2022
Associate's Undergraduate Degree - Business Administration
Southern New Hampshire University
06.2020
High School Equivalency Diploma -
Fayetteville Technical Community College
12.2010
Skills
- Knowledge of customer service operations
- Knowledge of standard business practices
- Knowledge of collections procedures
- Excellent verbal communication skills
- Excellent written communication skills
- Professional phone manner
- Ability to build rapport
- Ability to engage with diverse individuals
- Maintaining composure
- Professionalism in challenging interactions
- Strong problem-solving abilities
- Strong troubleshooting abilities
- Accurate data capturing
- Documenting responses
- Precision in data collection
- Consistency in data collection
- Excellent organizational skills
- Excellent time management skills
- Ability to multitask
- Navigating multiple systems
- Navigating multiple applications
- Proficient in data entry
- Typing speed of 45 words per minute
- 100% accuracy in typing
- Proficient in documentation management
- Strong negotiation skills
- Exceptional spelling abilities
- Exceptional writing abilities
- Exceptional grammar abilities
- Excellent telephone etiquette
- Ability to adapt to fast-paced environments
- Ability to adapt to changing work environments
- Quick learner of new products
- Quick learner of new procedures
- Quick learner of new software systems
- Familiarity with SharePoint
- Knowledge of Genesys Cloud system
- Knowledge of the Avaya phone system
- Knowledge of the Citrix CRM platform
- Familiarity with Advisor Workbench CRM
- Knowledge of the Five9 softphone system
- Understanding of tax preparation processes
- Proficient in Google Docs
- Proficient in Google Meet
- Familiar with Salesforce
- Knowledge of Slack messaging and communication platform
- Knowledge of Microsoft Teams
- Familiar with Webex
- Proficient in Microsoft Office
- Strong ability to prioritize tasks
- Effective time management skills
- Proficient in appointment scheduling
- Proficient in information management
- Expert in composing correspondence
- Ability to work collaboratively
- Ability to work effectively in a team environment
Professional Development
- Fayetteville Technical Community College, Keyboarding - Certification, 04/01/17
- Fayetteville Technical Community College, Customer Service Representative - Certification, 05/01/16
Timeline
Telephone Interviewer
Hendall, Inc.
06.2025 - Current
English I Test Evaluator
BC Forward (Data Recognition Center)
04.2025 - 05.2025
Senior Regional Advisor
Morley Companies (General Motors)
01.2023 - 06.2024
Outbound Customer Service Representative/ Appointment Setter
AnswerNet
03.2022 - 01.2023
Customer Service/ Collections Representative
Continuum Global Solutions (Verizon Support)
08.2021 - 07.2022
Telephone Market Research Interviewer
SSRS
08.2021 - 12.2021
Vaccine Hotline Support Representative
Mass Markets (MCI)
01.2021 - 06.2021
Engagement/ Consumer Support Specialist
TaxSlayer
12.2020 - 05.2021
Customer Service Agent/Clerical Assistant
EClerx
09.2016 - 02.2017
Customer Service Representative/Clerical Assistant
SYKES
01.2016 - 07.2016
Client Service Representative/Debt Collection Specialist
GC Services
10.2007 - 10.2009
Master's Graduate Degree - Accounting
Southern New Hampshire University
Bachelor's Undergraduate Degree - Business Administration/ Concentration in Human Resources Management
Southern New Hampshire University
Associate's Undergraduate Degree - Business Administration
Southern New Hampshire University
High School Equivalency Diploma -
Fayetteville Technical Community College