Charles User
@charlesuser11
Customer Success and Support professional helping clients onboard, optimize, and retain.
United StatesWhat I'm looking for
I help clients adopt complex platforms and stay confident through high-trust onboarding and live optimization. I’m known for building rapid rapport over virtual channels, translating software features into clear guidance, and using engagement metrics to protect retention and drive product adoption.
Across client relationship, admissions, and financial client-service roles, I’ve managed high-volume portfolios and full lifecycle processes—coordinating cross-functional teams to deliver timely, empathetic support under real constraints. I’ve also operated an independent coaching practice using ICF-affiliated methodologies and designed a proprietary Emotional Intelligence curriculum for external professional development.
Experience
Work history, roles, and key accomplishments
Client Admissions Specialist
Red Oak Recovery
Jan 2021 - Jan 2022 (1 year)
Supported successful intake and retention for 100+ clients annually by managing the full intake lifecycle from initial inquiry through admission. Coordinated logistics across clinical, medical, and administrative teams to deliver timely, high-touch onboarding and developed client engagement initiatives to support positive behavioral outcomes.
Financial Consultant/BDR
TD Ameritrade
Jan 2018 - Jan 2019 (1 year)
Managed a portfolio of 200+ clients by analyzing investment and retirement data and developing personalized financial strategies aligned to client goals. Tracked portfolio performance and client metrics in Salesforce and prepared data-driven reports/dashboards to translate complex financial information into clear, actionable guidance.
Client Relationship Consultant
Reema Health
Jan 2025 - Present (1 year 6 months)
Coordinated onboarding for 90+ clients, supporting adoption of digital health platform features and tracking engagement metrics. Maintained 95%+ client retention through relationship-driven communication and proactive support while collaborating with care teams and partners.
Education
Degrees, certifications, and relevant coursework
Hanban / Confucius Institute Headquarters
Professional Coach Certification, Coaching
2018 - 2018
Earned a Professional Coach Certification in 2018.
Chinese University of Hong Kong
Two-Year Exchange Program
2013 - 2016
Completed a two-year exchange program at the Chinese University of Hong Kong from 2013–2016.
University of South Carolina
Bachelor of Science in Business Administration, International Business & Economics
2012 - 2016
Earned a B.S. in Business Administration focused on International Business & Economics, with a minor in Chinese Studies, from 2012–2016.
Harvard University
HPAIR Entrepreneurship Panel, Entrepreneurship
2014 - 2014
Participated in Harvard’s HPAIR Entrepreneurship Panel in Tokyo in 2014.
Hanban / Confucius Institute Headquarters
HSK Level V, Mandarin Chinese
Achieved HSK Level V (Professional Fluency) on the Mandarin Chinese proficiency test.
International Coaching Federation (ICF) affiliated association
Cross-Cultural Competence
2020 - 2020
Demonstrated Cross-Cultural Competence through an accredited program affiliated with the International Coaching Federation (ICF) in 2020.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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