JULIE M. KARPES
Milton,WI
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Reputation of bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
26
26
years of professional experience
Work History
Telecommunications Maintenance Administrator
AT&T
08.2001 - Current
- Reputation for exceptional customer service in a fast paced call center effectively processing customer reports and addressing problems,
- Appointed center Service Lead to handle irate customers, complex situations, and training and assisting fellow employees.
- Enhanced team productivity with thorough training
- Collaborated across departments to resolve complex issues affecting customers and special projects
- Followed up on unresolved cases to keep customers informed of progress towards solution
- Navigate multiple computer systems to effectively communicate, Document, research, and resolve customer service issues
Service Representative - Sales
SBC/AT&T
06.1999 - 08.2001
- Managed customers efficiently in fast-paced call center environment. Helped large volume of customers every day with positive attitude and focus on customer satisfaction and closed sales
- Handled difficult customer situations with professionalism and empathy. Anticipating needs, resolving problems to keep customers satisfied, and offering personalized recommendations.
- Met personal, team, and company goals in customer service environment
- Promoted to help desk to coach call center employees with order provisioning by researching, analyzing, and troubleshooting problems; Recommended solutions to service representatives
- Coordinate difficult orders, generating appropriate orders, and resolve issues in support of reducing service order errors
- Utilized various software programs, order management tools, and communication platforms effectively
Youth Center Monitor
Lake Superior Youth & Family Center
08.1998 - 06.1999
- Supervised youth while providing guidance, support, and positive influence. Assisted with computer technology and provide homework assistance
- Devised projects and programs for youth to participate in while maintained clean, safe and organized center
- Role modeled positive behaviors for at-risk youth and helped each form life-long, positive daily habits. Resolved participant complaints by identifying and resolving issues.
Education
Bachelor of Business Administration - Accounting And Business Management
Saint Leo University
Saint Leo, FLAssociate of Arts - Liberal Arts
Bay De Noc Community College
Escanaba, MISkills
- Customer Service Management
- Professional Communication
- Analytical and Critical Thinking
- Service Leadership
- Multitasking
- Problem Solving
- Repair management
- Technical knowledge
Timeline
Telecommunications Maintenance Administrator
AT&T
08.2001 - Current
Service Representative - Sales
SBC/AT&T
06.1999 - 08.2001
Youth Center Monitor
Lake Superior Youth & Family Center
08.1998 - 06.1999
Bachelor of Business Administration - Accounting And Business Management
Saint Leo University
Associate of Arts - Liberal Arts
Bay De Noc Community College
Achievements
Girl Scout Silver Award recipient
Volunteer Experience
- Volunteer with local youth Scouting organizations
- Volunteer with area local youth sports
Awards
- 2016 AT&T Service Assurance- Making a Difference
- 2019 AT&T On the Spot award
- 2024 AT&T Service Assurance-Making a Difference award