Charisma Wade
Greeley
Summary
Dynamic and inspiring leader passionate about solving complex problems and elevating team performance. Renowned for energizing operations and empowering employees to take initiative, consistently surpassing customer expectations. Expertise in crafting innovative strategies tailored to unique challenges, driving impactful results across the organization. Proven catalyst for growth, dedicated to unlocking potential and propelling teams and companies toward sustainable success.
Overview
8
8
years of professional experience
Work History
Patient Financial Advocate
Firstsource Solutions
04.2024 - Current
- Assisted patients and families in understanding their financial responsibilities, insurance coverage, and available payment options for medical services.
- Provided guidance on hospital billing procedures and explained charges, statements, and insurance benefits to patients in a clear and compassionate manner.
- Maintained detailed records of patient interactions, financial counseling sessions, and assistance provided in accordance with privacy regulations.
- Empowered incoming staff by developing and presenting instructional materials
Technical Support Specialist
Bill.com
08.2022 - 12.2023
- Enhanced customer satisfaction by providing timely and accurate resolutions to technical issues using primarily Chat, Email, occasionally inbound phone calls and screen sharing. Collaborated with team members to improve overall performance. Worked with systems such as Intercom, Salesforce and CRM.
- Promoted To Tier 2 Technical Support Specialist
- Improved team collaboration by sharing technical knowledge and developed comprehensive documentation for frequently encountered issues. Managed escalated support tickets, providing guidance and advice on complex issues to ensure seamless escalation of cases when needed. Contributed to product development efforts by reporting bugs and providing suggestions for enhancements based on customer feedback. Served as a resource to Tier 1 support technicians for our NetSuite, Sage Intacct, QuickBooks online and QuickBooks Desktop customers.
Application Support Specialist
FCR
06.2021 - 06.2022
- Provided technical and process support for personal loan application systems, assisting users with application submissions, status inquiries, and troubleshooting issues.
- Guided applicants through the digital loan application process, clarifying requirements and resolving technical obstacles to facilitate timely approvals.
- Collaborated with underwriting, compliance, and IT teams to identify and resolve recurring application issues and enhance system performance.
- Monitored application queues and system dashboards to proactively address bottlenecks and escalate complex cases as needed.
- Maintained a strong commitment to customer service by delivering clear, empathetic, and solution-oriented communication to all users.
Estate Account Specialist
Wells Fargo
05.2020 - 05.2021
- Investigated and verified deceased clients’ banking accounts and financial assets to facilitate estate settlement and account resolution.
- Reviewed and processed legal documents, including death certificates, wills, and probate court orders, ensuring compliance with regulatory requirements.
- Served as the primary point of contact for executors, beneficiaries, attorneys, and family members, providing guidance and support throughout the estate process.
- Collaborated with legal, compliance, risk, and account servicing teams to coordinate account closures, transfers, and disbursements.
- Maintained detailed records of research findings, correspondence, and actions taken in accordance with company policies and audit standards.
- Ensured strict adherence to state and federal regulations governing deceased accounts and estate management.
- Proactively identified and resolved discrepancies, missing information, or documentation issues to minimize delays in estate processing.
- Delivered compassionate and professional customer service to grieving families and other stakeholders.
Customer Service Representative Credit Cards
US Bank
04.2018 - 05.2020
- Responded to customer inquiries regarding credit card accounts, transactions, and statements via phone, email, and chat.
- Assisted customers with account activation, card replacements, payments, balance inquiries, and credit limit adjustments.
- Resolved billing issues, disputed charges, and investigated fraudulent activity in accordance with company policies and regulatory guidelines.
- Guided customers through online banking and mobile app features to enhance self-service capabilities.
- Documented all customer interactions and resolutions accurately in the CRM system for compliance and quality assurance.
- Met or exceeded performance metrics, such as call quality, response times, and customer satisfaction scores.
Education
High School Diploma -
Gordon Parks High School
Saint Paul, MN06.2013
No Degree - Communications
Saint Paul College
Saint Paul, MN01-2011
Skills
- Client relationship management
- Database management expertise
- Remote troubleshooting support
- Proficient in Oracle PeopleSoft, Jira CRM, Microsoft Word, Zendesk, and Maestro
- Technical support management
- Subject matter expertise
- Data entry proficiency
- Efficient knowledge retention
- Problem-solving
- Time management
- Meticulous attention to detail
- Composed and effective in high-pressure situations
- Dependable performance
Accomplishments
- Streamlined technical service scheduling using digital platforms, recapturing 5 man-hours daily .
- Achieved promotion to Tier 2 Specialist , consistently resolving advanced customer and technical issues.
- Selected as Lead New Hire Trainer
- Contributed to the foundational development of the Integrations team as a key member of a 12-person project group.
Personal Information
Timeline
Patient Financial Advocate
Firstsource Solutions
04.2024 - Current
Technical Support Specialist
Bill.com
08.2022 - 12.2023
Application Support Specialist
FCR
06.2021 - 06.2022
Estate Account Specialist
Wells Fargo
05.2020 - 05.2021
Customer Service Representative Credit Cards
US Bank
04.2018 - 05.2020
High School Diploma -
Gordon Parks High School
No Degree - Communications
Saint Paul College