Remote Customer Service Representative
Resume:
CHARLENE MARTIN BARNETT
REMOTE CUSTOMER SERVICE REPRESENTATIVE
Grover, NC • 980-***-**** • ******@*****.***
PROFESSIONAL SUMMARY
Highly experienced customer service professional with more than 25 years of experience communicating with customers, respondents, field employees, supervisors, and management in remote, telephone, email, messaging, and face-to-face environments. Extensive background with the United States Census Bureau, including nearly 18 years as a Field Representative and prior experience supervising more than 40 field agents remotely. Known for patience, professionalism, problem solving, and the ability to communicate effectively with people from diverse backgrounds. Experienced in resolving customer and employee issues, troubleshooting computer and field problems, conducting telephone interviews, handling sensitive information, documenting interactions, and meeting demanding productivity and deadline requirements. Seeking a remote customer service position where strong communication, customer support, problem-solving, and independent work skills can contribute to a professional team. CORE CUSTOMER SERVICE SKILLS
Remote Customer Service De-escalation & Conflict Resolution Data Entry & Documentation Telephone & Call Support Active Listening Confidential & Sensitive Data Email, Text & Chat Support Computer Troubleshooting Remote Team Leadership Customer Relationship Mgmt Problem Resolution Training & Coaching Productivity & Time Mgmt Independent Work Ethic Meeting Strict Deadlines PROFESSIONAL EXPERIENCE
UNITED STATES CENSUS BUREAU
Field Representative
February 2004 – March 2022
Provided customer service and respondent support while conducting census data collection through telephone, electronic, and in-person communication.
Communicated with respondents via telephone, email, text messaging, and chat to establish contact, address concerns, answer questions, and encourage survey participation. Built trust and rapport with hesitant or reluctant individuals using active listening, patience, and de-escalation techniques. Conducted detailed telephone and in-person interviews, gathering precise data while maintaining strict confidentiality standards.
Handled sensitive personal information in accordance with federal data stewardship and security guidelines. Worked independently to manage assignments, conduct follow-ups, and meet rigorous productivity benchmarks and timelines. Utilized computer-based systems and electronic communication tools to document interactions and maintain accurate records.
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UNITED STATES CENSUS BUREAU
Remote Crew Leader & Trainer for County Operations April 1997 – 1999
Supervised and supported over 40 active field agents from a remote home-based environment, providing technical support, payroll processing, performance reviews, training, and problem resolution. Served as primary point of contact for remote field team members, offering daily support via telephone and email. Troubleshot technical and computer-related issues for field employees to ensure minimal disruption to operations. Trained agents on remote customer service practices, payroll management, data entry, geocoding, and mapping. Assisted other regional counties in boosting overall production by providing coaching and process improvement strategies. Monitored team productivity and ensured adherence to strict quality control, schedule, and deadline standards. CALL CENTER OWNER / OPERATOR
Self-Employed
2019 – 2025
Owned and managed a virtual call center, handling high-volume daily communications via phone, email, and chat. Coordinated workflow, scheduling, and service delivery while prioritizing client satisfaction and quick issue resolution. PROFESSIONAL PHOTOGRAPHER
Self-Employed
2022 – Present
Deliver end-to-end client communications, administrative management, and customer support from initial inquiry to project delivery.
KEY QUALIFICATIONS
Remote Communication
20+ years of proven success communicating effectively across telephone, email, text, messaging, and chat channels without physical supervision.
Customer Service & De-escalation
Adept at calming frustrated, confused, or reluctant callers while delivering solution-focused, respectful support.
Problem Solving & Tech Support
Skilled at identifying root issues, troubleshooting technical problems remotely, and guiding users through step-by-step solutions.
Productivity & Independence
Highly self-motivated and accountable, consistently exceeding performance metrics and strict deadlines in remote environments. EDUCATION & REFERENCES
Cleveland Community College — Shelby, NC
Coursework in Business Administration and Photography Kings Mountain Senior High — Kings Mountain, NC
High School Diploma
References:
Available upon request.
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