Charlotte Crawford

Compassionate customer service professional with extensive call center and client engagement experience seeking an Engagement Specialist position. Skilled in building trust with customers, resolving concerns, and guiding individuals toward important next steps such as scheduling services and completing care assessments. Known for strong communication, empathy, and the ability to meet performance goals in fast-paced environments.

Customer Service Agent - eClerx - 235 N McPherson Church Rd, Fayetteville, NC

(2018-01 - 2019-12)

• Handled high-volume inbound customer calls regarding billing, account questions, product support, and technical troubleshooting.
• Used strong listening skills to identify customer needs and provide clear, helpful solutions.
• Built rapport with customers during challenging interactions while maintaining a calm, empathetic tone.
• Documented customer interactions accurately in company systems to ensure follow-up and accountability.
• Navigated multiple systems while maintaining efficient and human-centered conversations.

Team Lead – Customer Operations - eClerx - 235 N McPherson Church Rd, Fayetteville, NC

(2020-01 - 2022-12)

• Led a team of 15–20 customer service agents supporting high call volumes.
• Provided real-time assistance during difficult customer calls and escalations.
• Coached team members on communication skills, empathy, and service quality.
• Helped improve customer satisfaction through better problem-solving and service delivery.

Process Manager - eClerx - 235 N McPherson Church Rd, Fayetteville, NC

(2022-01 - 2025-05)

Oversaw operations for a team of over 130 call center representatives.

• Analyzed performance metrics and implemented strategies to improve first-call resolution and customer experience.
• Ensured compliance with service procedures while maintaining a strong customer-focused culture.

Customer Service Representative - SD 2 LLC - Warrenville, SC

(2017-09 - 2018-04)

• Provided front-line customer support by answering questions, resolving issues, and assisting with orders.
• Used active listening and problem-solving to identify customer needs and provide accurate solutions.
• Maintained professionalism and patience while handling difficult situations.
• Documented all interactions accurately while following established service procedures.
• Collaborated with internal departments to resolve escalated customer concerns.

Head Cashier - The Home Depot - Fayetteville, NC

(2013-10 - 2017-05)

• Assisted customers with product questions, purchases, returns, and issue resolution.
• Maintained a service-first approach while interacting with diverse customers.
• Processed transactions accurately using POS systems and balanced cash drawers.
• Helped supervise front-end operations and supported a team of cashiers.
• Demonstrated strong communication, patience, and customer service skills.

High School Diploma - St. Charles High School St. Charles, IL

Certificate - Human Service Exploration: DSS - Fayetteville Technical Community College (2025)

Certification - WorkKeys Certification - Fayetteville Technical Community College (2025)

Certification - Business Writing Certification - Fayetteville Technical Community College (2024)

Professional Development - People Management Foundations - LinkedIn Learning

Professional Development - Transition from Individual Contributor to Manager - LinkedIn Learning