Chelsey L. Rilley
Charlotte
Summary
Detail-oriented and dependable professional with extensive experience in customer service, documentation accuracy, compliance, and high-volume operations. Adept at handling confidential information, resolving customer inquiries, and maintaining accuracy in fast-paced environments. Recognized for professionalism, strong communication skills, and the ability to manage workflow efficiently. Currently pursuing an MBA to strengthen leadership and financial competencies. Seeking a role in the banking industry focusing on client service, transactions, and branch operations.
Overview
13
13
years of professional experience
Work History
Driver / Preloader / Package Handler
United Parcel Service (UPS)
Charlotte
09.2022 - Current
- Deliver packages with a high level of accuracy and maintain proper verification, tracking, and documentation.
- Provide professional customer service by addressing questions, resolving concerns, and maintaining service standards.
- Coordinate with dispatchers and supervisors to ensure timely route completion and operational efficiency.
- Maintain compliance with DOT, safety, and company standards to ensure risk-free operations.
- Organize and handle high-volume shipments with consistent accuracy.
Customer Service Specialist
Conversion Calls
Columbia
02.2021 - 05.2022
- Provided confidential and compliant support for unemployment claims, ensuring accuracy in documentation and claim processing.
- Managed high call volumes while maintaining professionalism and meeting service-level performance standards.
- Resolved account inquiries by analyzing claimant information, verifying identity, and applying state guidelines.
- Supported improvements in service quality by offering feedback to management on workflow processes.
Member Assistant
Sam’s Club
Columbia
04.2019 - 02.2021
- Assisted customers with purchases, returns, membership services, and inquiries while maintaining efficiency and accuracy.
- Promoted and explained membership programs, demonstrating strong interpersonal and sales skills.
- Maintained compliance with POS and cash-handling procedures.
- Supported team operations, trained new staff, and provided consistent customer service to enhance store performance.
Correctional Officer II
South Carolina Department of Corrections
Turbeville
10.2016 - 01.2018
- Maintained security and safety through enforcement of facility policies and monitoring inmate activities.
- Completed detailed reports and documentation to support compliance with institutional procedures.
- Utilized conflict-resolution and de-escalation strategies to maintain order and safety.
- Assisted with searches, inspections, and controlled movement of inmates to prevent security risks.
Customer Service Agent
Sykes Enterprises
Sumter
07.2012 - 09.2016
- Provided customer support for a major financial institution while handling sensitive account information.
- Resolved inquiries related to account activity, transactions, and financial product details.
- Investigated fraudulent activity, verified customer identity, and followed proper escalation procedures.
- Maintained high customer satisfaction scores through professional communication and effective problem-solving.
- Consistently met performance metrics, including quality assurance, call handling time, and accuracy.
Education
MBA - Resilience Management
Columbia College
07-2026
Bachelor of Arts - Interdisciplinary Studies
Johnson C. Smith University
05.2024
Associate of Applied Science - Criminal Justice Technology
Florence-Darlington Technical College
05.2012
Skills
- Customer Service
- Relationship Building
- Transaction Accuracy
- Documentation
- Risk Awareness
- Compliance
- Confidentiality
- Data Entry
- Reporting
- Recordkeeping
- Conflict Resolution
- Problem Solving
- Professional Communication
- Microsoft Office Suite
- Team Collaboration
- Operational Support
Personal Information
Citizenship: U.S. Citizen
Timeline
Driver / Preloader / Package Handler
United Parcel Service (UPS)
09.2022 - Current
Customer Service Specialist
Conversion Calls
02.2021 - 05.2022
Member Assistant
Sam’s Club
04.2019 - 02.2021
Correctional Officer II
South Carolina Department of Corrections
10.2016 - 01.2018
Customer Service Agent
Sykes Enterprises
07.2012 - 09.2016
MBA - Resilience Management
Columbia College
Bachelor of Arts - Interdisciplinary Studies
Johnson C. Smith University
Associate of Applied Science - Criminal Justice Technology
Florence-Darlington Technical College