Karen Austin
Everett,WA
Summary
Driven by a commitment to customer service excellence and continuous improvement, I excelled at Shane Co. as a Senior Customer Service Associate and Assistant Operations Manager. Leveraging skills in conflict resolution and operational efficiency, I enhanced team performance and customer satisfaction, embodying resilience and adaptability in rapidly evolving markets.
Overview
9
9
years of professional experience
Work History
Senior Customer Service Associate
Shane Co.
08.2020 - Current
- Promoted a culture of continuous improvement within the team by regularly soliciting feedback from colleagues on best practices for enhancing performance.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Coordinated effectively with other departments to address customer concerns beyond the scope of the service team''s capabilities.
- Escalated issues to proper supervisors when standard processes were not effective.
- Managed challenging situations calmly and professionally, deescalating conflicts as necessary while preserving client relationships.
- Demonstrated adaptability and resilience in response to rapidly changing business needs and market trends, ensuring sustained high levels of customer satisfaction.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Assistant Operations Manager
Shane Co.
07.2015 - 08.2020
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
- Improved communication within the team through regular meetings, updates, and open channels of communication.
- Coordinated with General Manager in different operational issues and promotional activities.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Enhanced employee performance by developing comprehensive training programs tailored to individual needs.
- Facilitated smooth transitions during periods of change by providing guidance and support to staff members affected by organizational restructuring or policy updates.
- Streamlined operational processes by implementing new strategies and procedures, resulting in increased efficiency.
- Implemented inventory control measures, reducing waste and optimizing stock levels to meet demand.
- Improved inventory accuracy with rigorous audit practices.
- Elevated customer experience, integrating feedback into operational improvements.
- Collaborated with cross-functional teams to identify areas of improvement and implement solutions for optimal performance.
Education
Bachelor of Arts - General Education
Seattle Pacific University
Seattle, WAGraduate Gemology - Gemology
Gemological Institute of America
Carlsbad, CASkills
- Customer Service
- Cash Handling
- Customer Relations
- Conflict Resolution
- Interpersonal communications
- Troubleshooting
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Customer service excellence
- Self Motivation
- Continuous Improvement
Timeline
Senior Customer Service Associate
Shane Co.
08.2020 - Current
Assistant Operations Manager
Shane Co.
07.2015 - 08.2020
Bachelor of Arts - General Education
Seattle Pacific University
Graduate Gemology - Gemology
Gemological Institute of America
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