Antwanette Charles

I’m a Customer Service Specialist with over 5 years of remote experience helping clients through phone, email, and live chat. I’m known for resolving complex issues, managing inquiries efficiently, and keeping customer satisfaction high.

At US Bank, I coordinated across departments to resolve accounts and billing questions within deadlines. I built and maintained a customer knowledge base, delivered guidance for common issues, and supported colleagues through a Microsoft Teams portal in real time.

At my current role, I introduced a self-service approach that increased productivity for my team by nearly 25%. I also developed Standard Operating Procedures (SOPs) for faster FAQ and issue responses, followed up with clients as needed, and engaged customers through Zendesk.

I bring strong multitasking and problem-solving, backed by training like a 4-week Salesforce Sales Operation Course. I enjoy streamlining processes, communicating clearly, and using CRM tools to improve outcomes and strengthen customer relationships.