Kara Baker
KALAMAZOO,MI
Summary
Customer service professional with extensive experience seeking a position in the customer service industry. Offering skills and expertise to improve company efficiency and drive profits. Known for a multifaceted approach to customer service, consistently demonstrating strong attention to detail and maintaining a superior work ethic. Proficient in providing support to customer service teams by effectively addressing escalated issues and assisting with troubleshooting. Recognized as a talented trainer and mentor with a performance-oriented mindset.
Overview
14
14
years of professional experience
Work History
Lead Customer Service Representative
Clausing Service Center
08.2024 - Current
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Responded to customer calls and emails to answer questions about products and services.
Customer Service Representative
Clausing Service Center
03.2019 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Receptionist
Clausing Industrial
10.2010 - 03.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Operated multi-line telephone system to answer and direct high volume of calls.
Education
Some College (No Degree) - Communications
KVCC
Oshtemo, MIDiploma -
Comstock High School
Comstock, MI06.1996
Skills
- Complaint Handling
- Team Member Training
- Work Prioritization
- Call Management
- Call center experience
- Customer Complaint Resolution
- Customer Support
- Willingness to Lead
- Customer Correspondence
- Database Maintenance
- Order Processing
- MS Office Applications
- Customer Account Management
- Fast Learner
Timeline
Lead Customer Service Representative
Clausing Service Center
08.2024 - Current
Customer Service Representative
Clausing Service Center
03.2019 - 08.2024
Receptionist
Clausing Industrial
10.2010 - 03.2019
Diploma -
Comstock High School
Some College (No Degree) - Communications
KVCC
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