Christel Kauer
Rocky Mount
Summary
Customer service professional dedicated to enhancing team performance and customer satisfaction. Spearheaded initiatives that fostered collaboration and mentorship among new representatives, resulting in improved personalized service and effective resolution of complex issues.
Overview
32
32
years of professional experience
Work History
Customer Service Representative and Mighty Mentor
QVC
Rocky Mount
05.2022 - 12.2025
- Resolved unique customer issues while managing high call volumes, enhancing customer satisfaction.
- Personalize each caller's experience by confirming refunds, taking payments, placing orders, and analyzing account data.
- Handled inbound customer calls from home, ensuring prompt and effective responses.
- Supported new representatives in delivering successful customer interactions by promoting teamwork and respect.
Team Manager
Alorica
Rocky Mount
06.2018 - 04.2022
- Provide daily supervision and mentorship over my team of Agents.
- Daily communication to both onsite and WAH Agents to make sure they are educated on their performance, attendance and daily expectations.
- Determined training needs for agents and provided resources.
- Using Call shadowing, Role play and knowledge-based sessions to make sure Agents are empowered to help the members to their best abilities.
- Conducted weekly sessions with agents to review attendance, productivity, sales, surveys, and quality metrics.
- Provide agent support when call gets escalated and train the Agents on de-escalation.
- Participate in weekly quality calibrations.
- Maintained updated documentation of agent statuses using applications like ECFR, Spectrum, and EIS.
- Working for Major clients in Healthcare, Cable, Cellphone and Internet companies in multiple positions.
First Call Resolution-Net Promoter Liason
Alorica
Rocky Mount
02.2018 - 06.2018
- Educated and empowered leadership and agents on FCR and NPS principles relevant to customer interactions at Rocky Mount and Huntsville sites.
- Breaking down both NPS and FCR simply and ideally for the Agents to provide excellent customer service beyond a routine call.
- Introducing to the Agents the Customer perspective to include compassion, ownership and resolution on all calls.
- Provided weekly reports to agents and leadership on FCR and NPS status, facilitating data-driven decision-making.
- Facilitated calibrations and team meetings alongside agents and leadership to reinforce best practices.
- Collaborated with training team to integrate FCR and NPS best practices into onboarding for incoming agents.
- Working for Major clients in Healthcare, Cable, Cellphone and Internet companies in multiple positions.
Client Solutions Associate
Alorica
Rocky Mount
01.2016 - 02.2018
- Liaised between client and teams across multiple sites, ensuring effective communication and alignment of objectives.
- Monitor proper resolutions of Customer escalations as well as Agent application usage errors.
- Collaborated with teams to ensure compliance with client policies by providing reports and documentation for leadership coaching sessions.
- Served as Product Ambassador, leveraging knowledge of client products and services to enhance relationships with client's customers.
- Working for Major clients in Healthcare, Cable, Cellphone and Internet companies in multiple positions.
Quality Assurance Coordinator
Alorica
Rocky Mount
07.2005 - 01.2016
- Monitored audits of recorded calls from quality team for customer service representatives at large cable/internet/phone company to ensure compliance with quality standards.
- Liaised between CSR and client to ensure quality guidelines were effectively taught and executed, enhancing overall customer service.
- Working with multiple US and International sites in assisting with customer complaints by researching and providing resolutions and performing coaching to improve CSR’s quality.
- Collaborated with client to develop and implement quality guidelines for specialized groups, including email and text communication with customers.
- Working for Major clients in Healthcare, Cable, Cellphone and Internet companies in multiple positions.
Customer Service Representative
Federal Express
Memphis
09.1999 - 07.2003
- Assisted customers in tracking and shipping packages to ensure timely delivery.
- Resolved customer phone escalations by delivering tailored solutions to enhance satisfaction.
- Assisted customers with shipping inquiries and tracking information.
- Resolved customer complaints through effective communication and problem-solving.
- Processed shipments using FedEx software and ensured accurate documentation.
Customer Service Supervisor
Universal Music and Video
Memphis
11.1993 - 06.1998
- Trained and supervised employees, enhancing effectiveness of Customer Service application.
- Resolved customer complaints for major record and video company, improving customer satisfaction.
- Assisted in resolving customer complaints for major record and video company, contributing to customer retention.
- Provided authorizations for returns, tracked orders, and processed credits and debits.
Education
Associated Degree - General Studies
William Rainey Harper College
Palatine, ILSkills
- Call center ops
- Customer service
- Call management
- Quality assurance
- Performance metrics
- Training
- Staff training
- Process improvement
- Escalation handling
- Issue resolution
- Script adherence
- Customer retention
- Customer engagement
- Complaint management
- Conflict resolution
- Problem solving
- Technical support
- Account management
- CRM
- CRM software proficiency
- Microsoft Excel
- Microsoft PowerPoint
- Outlook
- Webex
- Teams
- Zoom
- NICE
- Verint
- Uptivity
- Workday
- Oracle
- Remedy
- Genesys
- SharePoint
- Spectrum
- PeopleSoft
- EIS
- OnPoint
- Data analysis
- Task prioritization
- Inventory management
- Quality control
- Effective communication
- Active listening
- Coaching techniques
- Strong teamwork
- Team leadership
- Team collaboration
- Adaptive team player
- Emotional IQ
- Rapport building
- Follow-up
- Account updating
- Scheduling
- Decision-making
- Consulting
- Office administration
- Problem-solving
- Technical support
- Account management
- Product knowledge
- Team collaboration
- Decision-making
- CRM software proficiency
- Follow-up
- Account updating
- Scheduling
Volunteer Experience
- Soccer Team Manager, Schedule games, Travel arrangements, Lining fields, Working concessions, Arranging tournaments, Collecting team fees, Bookkeeping, PKSA, RMYSA, WYSA, CASL
- School Volunteer, Multiple fundraisers, Grading papers, Reading assistance, Working concessions, Ushering, Classroom assistant, Field trip chaperone
Timeline
Customer Service Representative and Mighty Mentor
QVC
05.2022 - 12.2025
Team Manager
Alorica
06.2018 - 04.2022
First Call Resolution-Net Promoter Liason
Alorica
02.2018 - 06.2018
Client Solutions Associate
Alorica
01.2016 - 02.2018
Quality Assurance Coordinator
Alorica
07.2005 - 01.2016
Customer Service Representative
Federal Express
09.1999 - 07.2003
Customer Service Supervisor
Universal Music and Video
11.1993 - 06.1998
Associated Degree - General Studies
William Rainey Harper College