Summary
Overview
Work History
Education
Skills
Timeline
Generic

Karena Mills

Athens,Texas

Summary

Reliable Customer Service Representative with extensive track record in demanding

sales and account management environments. Strong presenter, communicator and

problem solver working effectively and productively with diverse customers and

individual needs.

Overview

16
16
years of professional experience

Work History

Customer Care Representative

Maximus
Athens, Texas
05.2023 - Current
  • Discussed rights and responsibilities associated with public assistance with applicants.
  • Developed relationships with families in order to build trust and provide resources for them when needed.
  • Actively listened to client concerns while remaining non-judgmental throughout the conversation.
  • Obtained income, asset and financial information to determine program eligibility.
  • Supported applicants in completing documents with accuracy for human service programs.
  • Assisted homeless clients with procuring mental health support and other various community resources.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Engineering Records Clerk

NIPSCO
Gary, IN
07.2018 - 04.2023
  • Scanned images and documents with careful attention to clear scans and to correct document naming conventions.
  • Answered questions about records or files.
  • Located missing records by searching files or contacting individuals assigned to records.
  • Analyzed specialized geo-database design, editing and maintenance to streamline GIS implementation.
  • Coded and tested GIS models and internet mapping solutions.
  • Used GIS technology, equipment or systems to produce data layers, maps, tables and reports

Cash Room Clerk

NIPSCO
Merrillville, IN
05.2017 - 07.2018
  • Maintained accounting records by performing routine calculating, posting and verifying duties
  • Checked postings and documents for correctness, accuracy and proper coding.
  • Managed all payments processing, invoicing and collections tasks.
  • Processed invoice payments and recorded information in account database.
  • Investigated and resolved issues to maintain billing accuracy

Customer Service Representative

NIPSCO
Merrillville, IN
05.2008 - 05.2017
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.

Education

Associate of Applied Science - Medical Assisting

Kaplan College - Columbus
Merrillville, IN
07-2006

High School Diploma -

Academy of Our Lady
Chicago, IL
05-1992

Skills

  • Data Entry
  • Order Processing
  • De-Escalation Techniques
  • Call Documentation
  • Computer Skills
  • Call Center Operations
  • Understanding Customer Needs
  • Database Research
  • Problem Resolution
  • Inbound Customer Service

Timeline

Customer Care Representative

Maximus
05.2023 - Current

Engineering Records Clerk

NIPSCO
07.2018 - 04.2023

Cash Room Clerk

NIPSCO
05.2017 - 07.2018

Customer Service Representative

NIPSCO
05.2008 - 05.2017

Associate of Applied Science - Medical Assisting

Kaplan College - Columbus

High School Diploma -

Academy of Our Lady

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Karena Mills