This document is a resume for Charles D. James summarizing his professional experience. He has over 20 years of experience in customer service roles, primarily in call centers, with a focus on financial services. His background includes processing loans, assisting customers, and managing high-volume workloads while consistently meeting performance goals. He is proficient in various software programs and is available to interview immediately.

1. Charles D. James
1823 Lee Road Apt. 210
Cleveland Heights, OH 44118
Cell 216-258-4076
Home 216-320-2477
charlesdjames44118@yahoo.com
Professional Summary
 Heavy inbound and outbound Call Center experience.
 Managed a high-volume workload within a deadline-driven environment. And consistently met performance
benchmarks in all areas (speed, accuracy, volume).
 Became the lead "go-to" person for new reps and particularly challenging calls as one the primary
mentors/trainers of both new and established employees.
 Helped companies attain the highest customer service ratings (as determined by external auditors) -- earned
100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
 Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and
dependability in performance evaluations.
 Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve
productivity.
 Detail oriented with excellent organizational skills
 Ability to work independently to meet all deadlines
 Proficient with MS Office, Word Perfect, Access, Excel, SAP, Lotus Notes, Lotus 1-2-3, and QuickBooks
 Home Mortgage and Small Business Loan Processing and Underwriting
 Available to interview and start immediately
Professional Experience
PNC Bank, Brecksville, OH
Customer Retentions Call Center (Contract)
April 2016 - November 2016
 In and outbound call center to develop relationships, provide new customer acquisitions and aid in retaining
current customers which are all key to the growth and expansion while increasing sales for the market share.
Cleveland Clinic Foundation, Beachwood, OH
ITD Operator (Contract)
March 2015 - February 2016
 Crisis phone operator and patient assistance using the Epic System.
 Data entry of all the patients visited into the system.
 Transfer calls as directed
 Dispatch medical crew for patients who are in need for medical attention
American Greetings, Brooklyn, OH
Device Technician (Contract)
October 2014 - March 2015
 Inspect, program, test, bubble wrap, box and ship Telxon and PTC 710 Motorola scanning devices to Toys ‘R Us
Home Depot and other location throughout the United States and Canada
DirecTV, Cleveland, OH
Sales Agent - Call Center (Contract)
April 2014 - August 2014
 Inbound call center for new account sales and service installations
 Data entry of all customer information to create new account for billing
KeyBank, Brooklyn, OH
Loan Processor / Assistant (Contract)
March 2014 - April 2014
 Reviewed and proofread documents for complete accuracy to book loan requests
 Booked and confirmed corrected/completed documents for funding of loan requests
Excel, PowerPoint and SAP software.

2. Tradex, Lakewood, OH
Loading /Unloading Freight (Contract)
August 2013 - February 2014
 Data entry and compare receiving paperwork with bill of lading and merchandise delivered.
 Load and unload containers
Home Depot Euclid, OH
Sales Associate (Seasonal)
March 2013 - July 2013
 Advised and assist customers with professional detailed ideas and creativity for home improvements
 Provided exceptional customer service while maintaining and restocking inventory
 Demonstrated excellent internal and external customer support while maintaining the highest level of
confidentiality
 Completed assigned projects and task on time and accurately
Toys R Us, Mayfield, OH
Customer Service / Sales/ Inventory Associate (Seasonal)
November 2012 - February 2013
 Provided outstanding customer service, cashier, maintained and restocked inventory
 Demonstrated excellent internal and external customer service
 Maintained the highest level of confidentiality
 Shipping and packaging and expedited orders to meet daily pick-up and delivery times
Wal-Mart, Mayfield, OH
Department Manager (Electrical, Hardware, Paint, Automotive)
August 2008 - October 2012
 Provided customer service by acknowledging the customer, identified customer needs, assisted and advised with
purchasing decisions, cashier, unloaded and organized inventory on the receiving dock, merchandise displays
and stock sales floor
 Resolved customer issues and concerns, maintaining a safe shopping environment
 Hired and trained sale associates
Lincoln Electric, Incorporated, Euclid, OH
Data Entry Clerk - Receiving - Factory/Warehouse (Contract)
January 2008 - July 2008
 Data entry, A/R generate purchase orders from packing slips, unload packages
Fidelity National Field Services, Solon, OH
Customer Service – Call Center (Contract)
January 2007 - August 2007
 Outbound and inbound calls to and from property inspectors for financial institutions
 Entered property results and assist as needed. Excel and SAP software.
XLS Express, Cleveland, OH
Loan Department Assistant/Data Entry - Call Center (Contract)
June 2006 - December 2006
 Data entry of loan documents, a/p, A/R, mailroom assistant, shipping and packaging
Access PowerPoint and SAP software.
JP Morgan Chase, Cleveland, OH
Closing Confirmation Assistant (Contract)
February 2006 - December 2007
 Requested and verified HUD, Closing Conformation, Mortgage/Deed of Trust, HELOC agreement
and the Right to Cancel.
 Wired Instruction documentation for Funding of loans.
Excel PowerPoint and SAP software.

3. Mortgage Loan Processor (Contract)
October 2005 - February 2006
 Processed HMDA/Home Improvement loan request in the retail department
 Created credit analyses using credit reports, tax returns, loan and mortgage documents, appraisals, proof of
insurance and title searches. SAP
Bank of America, Los Angeles, CA
Mortgage Loan Support Specialist - Call Center (Contract)
January 2005 – October 2005
 Processed loan request in the refinance department
 Performed title search, appraisal/valuation, verified evidence of insurance, order payoff, maintained and compiled
folders per regulation, decision loan applications. SAP
Charter One Bank Cleveland, OH
Small Business Loan Processor/Underwriter
May 2001 - December 2005
 Made decisions and underwrote up to fifty thousand dollars, requests for small business deposit accounts, lines of
credit, term loans, and letters of credit
 Analyzed all financial documentation to include tax returns, credit reports and comprehensive business plans for
startup business ventures. SAP
Key Bank, Cleveland, OH
Loan Processor - Call Center (Contract)
June 2000 - May 2001
 Processed application request for small business deposit accounts, lines of credit, term loans and
the letters of credit
 Assisted with all to decision loan. SAP
PageNet, Incorporated, Seven Hills, OH
Customer Service Representative – Call Center
June 1995 - May 2000
 Strong listening and detailed communication skills used for collections, credit counseling, billing accounts
receivable & payables also opened new accounts. Provided training and supervision to new employees.
Store Manager, Aaron Brothers Art Marts, CA 1989 - 1991
Sales, bookkeeping A/R & A/P, training, inventory, sales
Showroom/Tradeshow Coordinator, Alltrade, Inc. CA 1988 - 1989
Display & showroom setup
Customer Service, Cellular Service, Inc., CA 1987 - 1988
Billing, heavy phones, collections, sales, accounts payable and receivables.
United States Air Force, Edwards AFB, CA 1983 - 1987
Flight operations & crew / aircraft dispatch, USAF Test Pilot School
Education
Air University, Gunter, Air Force Station, Alabama
Airport Operations - 1983
Academy of Court Reporting, Cleveland, Ohio
Stenography - 1982
Warrensville Heights High School, Warrensville Heights, Ohio
High Diploma School - 1981