Charles Patterson
Winston-Salem
Summary
Customer Service Representative with several years of experience in enhancing service efficiency and client satisfaction. Proficient in operations management, strategic planning, and conflict resolution, demonstrating strong problem-solving and leadership skills. Adept at streamlining workflows and optimizing response strategies to deliver exceptional service.
Overview
10
10
years of professional experience
Work History
Assistant Manager
Hawthorn Senior Living
06.2025 - 02.2026
- Led team in developing and implementing resident engagement programs to enhance community satisfaction.
- Trained staff on operational procedures and best practices to improve service delivery.
- Managed scheduling and staffing to ensure optimal coverage and efficient operations.
- Oversaw resident assessments and care plans, ensuring compliance with regulatory standards.
Customer Service Chat Representative
Blue Cross Blue Shield
07.2023 - 05.2024
- Resolved customer inquiries, achieving high satisfaction scores through effective communication.
- Processed insurance claims accurately, reducing processing time and improving efficiency.
- Collaborated with team members to streamline workflows, enhancing overall service delivery.
- Analyzed customer interaction patterns to optimize chat response strategies.
Charters Manager
H&R Tours
06.2022 - 07.2023
- Enforced customer service standards, resolving issues to maintain high-quality service.
- Improved team performance through strategic coaching and training.
- Utilized judgment in escalating concerns, ensuring timely resolution.
Home Security Technician
SafeStreets USA LLC
01.2021 - 06.2022
- Installed and programmed alarm systems in high-stress environments, ensuring safety and compliance.
- Utilized ladders, scaffolds, and high-lift equipment to access confined spaces like ducts and vents.
- Enhanced quality control and device maintenance through strong communication skills.
- Implemented networked alarm monitors for fire, security, and water, improving system reliability.
- Contributed to team success by maintaining high standards in challenging conditions.
- Enhanced safety by leading 30+ security system installations monthly.
Phlebotomy Technician
American Red Cross
04.2019 - 01.2021
- Collected diverse blood samples using syringes, butterfly, and straight needles, ensuring accuracy.
- Implemented strict infection control and sharps disposal procedures for safety.
- Assisted patients by explaining procedures, reducing anxiety, and improving cooperation.
- Enhanced patient experience through clear communication and empathetic counseling.
School Bus Driver
Winston Salem Forsyth County Schools
08.2016 - 06.2017
- Conducted thorough pre-trip inspections and mechanical checks to ensure bus safety and reliability.
- Adhered to precise schedules and routes, ensuring timely arrivals and departures for all trips.
- Maintained discipline and order on the bus, effectively preventing accidents and injuries.
- Complied with DOT regulations and local laws, enhancing overall safety for passengers.
Community Support Specialist
Monarch
01.2016 - 12.2016
- Applied behavioral analysis to reduce client behavioral concerns, achieving measurable improvements.
- Collected data to identify and treat behaviors in individuals with autism spectrum disorders.
- Conducted clinical assessments to determine behavior functions, guiding effective treatment plans.
Education
Associate of Science - Magnetic Resonance Imaging- MRI
Forsyth Technical Community College
Winston-Salem, NC05-2029
Skills
- Strategic Planning
- Operations Management
- Materials Preparation
- Problem Solving
- Leadership
- Decision Making
- Conflict Resolution
- Time Management
- Critical Thinking
- Teamwork
- Customer service
Timeline
Assistant Manager
Hawthorn Senior Living
06.2025 - 02.2026
Customer Service Chat Representative
Blue Cross Blue Shield
07.2023 - 05.2024
Charters Manager
H&R Tours
06.2022 - 07.2023
Home Security Technician
SafeStreets USA LLC
01.2021 - 06.2022
Phlebotomy Technician
American Red Cross
04.2019 - 01.2021
School Bus Driver
Winston Salem Forsyth County Schools
08.2016 - 06.2017
Community Support Specialist
Monarch
01.2016 - 12.2016
Associate of Science - Magnetic Resonance Imaging- MRI
Forsyth Technical Community College