Allison Karpinski
Wilmington,DE
Summary
Results-driven customer service professional focused on optimizing processes and enhancing service quality through collaboration and analytical strategies. Expertise in understanding customer needs, behaviors, and preferences, complemented by strong recordkeeping skills and performance management. Proven track record of training agents in call control techniques to elevate customer experiences while maintaining organizational efficiency under pressure. Aiming to leverage these competencies to contribute to a dynamic team committed to excellence.
Overview
24
24
years of professional experience
Work History
Call Center Manager
Home Smart Industries
Aston, PA
11.2019 - 02.2025
- Managed a team of 7 call center agents, providing coaching and guidance to improve performance and achieve departmental goals
- Monitored call center metrics such as average handle time, first-call resolution rate, and customer wait times to identify areas for improvement
- Implemented quality assurance processes to monitor agent interactions and ensure adherence to company policies and procedures
- Collaborated with IT department to troubleshoot technical issues impacting call center operations
- Implemented an auto-dialer system that integrated with our CRM so that our call center would be more efficient.
Call Center Agent
Home Smart Industries
Aston, PA
06.2019 - 11.2019
- Handled inbound and outbound customer calls, providing excellent service and resolving issues in a timely manner
- Maintained a high level of professionalism and empathy while addressing customer concerns and complaints
- Utilized CRM software to accurately document customer interactions, ensuring accurate tracking of inquiries and resolutions
- Developed strong product knowledge across multiple lines of business to effectively address customer inquiries or concerns
- Maintained up-to-date knowledge of industry trends, products, services, promotions, and company policies through ongoing training sessions
- Contributed ideas for scripting improvements that resulted in more efficient conversations with customers
Production Assistant
Home Smart Industries
Aston, PA
08.2018 - 06.2019
- Ensured all contract documentation was received, complete and accurate
- Contacted costumers to ensure satisfaction and answer any additional questions
- Tracked all projects, updated completion dates and resolved any issues due to items on backorder
- Built the built the reporting and analyzed data for all workflows, pricing, installation time frames, etc
Business System Analyst
M & T Bank, Formerly Partners Trust
Wilmington, DE
08.2011 - 08.2016
- Created Business Requirement and Functional Specification documentation for Commercial Loan Application projects.
- Worked as Project Manager on projects related to the Commercial Loan Applications the area supported.
- Production support of the Commercial loan systems.
- Documented business processes and analyzed procedures to see that they would meet changing business needs.
- Assessed the impact of current business processes on users and stakeholders
Business Analyst
Wilmington Trust Corporation
Wilmington, DE
02.2001 - 08.2011
- Supported the Commercial Loan Accounting System for the Bank.
- Worked Production Support for the Commercial Lending Operations group.
- Created Processes and Procedures for Commercial Lending Operations group.
- Supported the Commercial Collateral system.
- Supported the Commercial Lending Officer Portfolio application.
Education
High School Diploma -
St. Mark's High School
Wilmington, DE06-1999
Skills
- Employee engagement
- Report preparation
- Workforce management
- Performance improvements
- Escalation handling
- Innovation skills
- Call monitoring
- Complaint resolution
- Strong leadership
References
References available upon request.
Timeline
Call Center Manager
Home Smart Industries
11.2019 - 02.2025
Call Center Agent
Home Smart Industries
06.2019 - 11.2019
Production Assistant
Home Smart Industries
08.2018 - 06.2019
Business System Analyst
M & T Bank, Formerly Partners Trust
08.2011 - 08.2016
Business Analyst
Wilmington Trust Corporation
02.2001 - 08.2011
High School Diploma -
St. Mark's High School