Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
Karen Bowden

Karen Bowden

Columbus,GA

Summary

Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration.

Overview

43
43
years of professional experience

Work History

Call Center Receptionist

WGECC
Columbus, GA
01.2017 - 06.2021
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Confirmed appointments, communicated with clients and updated client records.
  • Resolved customer problems and complaints.
  • Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers.
  • Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
  • Operated multi-line telephone system to independently handle over 100 calls each day.
  • Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.

Call Center Representative

Aflac
Columbus, GA
08.1991 - 01.2017
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Educated customers on company systems, form completion and access to services.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Answered average of 200 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Engaged in learning and development opportunities to promote continued performance improvement.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Consistently maintained 100% customer service satisfaction ratings through quality control and standards .

Receptionist

Hollis Eye institute
Columbus, GA
11.1988 - 07.1991
  • Greeted visitors and provided them with assistance.
  • Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
  • Scheduled appointments for clients, customers, and other visitors.
  • Maintained a neat reception area by organizing materials and tidying up furniture.
  • Performed data entry tasks into various computer systems accurately and promptly.
  • Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
  • Assisted with special projects assigned by management when required.
  • Provided excellent customer service at all times while interacting with both internal and external customers.
  • Scheduled and confirmed appointments.
  • Answered and directed incoming calls using multi-line telephone system.
  • Processed payments and updated accounts to reflect balance changes.
  • Answered, screened, and forwarded incoming phone calls while managing multi-line telephone systems.
  • Greeted customers, answered general questions and directed to appropriate locations.

Administrative Assistant

Columbus Chamber of Commerce
Columbus, GA
09.1984 - 02.1988
  • Handled meeting coordination and calendar oversight for executives.
  • Managed filing systems for physical and electronic documents.
  • Responded to visitor questions with professionalism and efficiency.
  • Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
  • Entered data into spreadsheets using Microsoft Excel or other similar programs.
  • Scheduled appointments between clients and customers and internal staff members.
  • Developed project plans for various tasks assigned by upper management.

Central Information Specialist

Columbus Bank and Trust Company
Columbus, GA
08.1978 - 04.1984
  • Oversaw upkeep of databases encompassing project, product, and service data.
  • Identified patterns in data to assist management decision-making.
  • Researched, evaluated, and synthesized complex information from a variety of sources.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.

Education

No Degree - Business

Columbus State University
Columbus, GA

Skills

  • Performance Goals
  • Administrative Duties
  • Medical Records Management
  • Call Center Software
  • Team Goals
  • Customer Experience
  • Quality Assurance Evaluation
  • Switchboard Operations
  • Customer Service
  • Multi-Line Phone Systems
  • Conflict Resolution
  • Appointment Scheduling
  • Operating Telephones
  • Answer Telephone Calls
  • Patient Information
  • Call Volume Analysis

Timeline

Call Center Receptionist

WGECC
01.2017 - 06.2021

Call Center Representative

Aflac
08.1991 - 01.2017

Receptionist

Hollis Eye institute
11.1988 - 07.1991

Administrative Assistant

Columbus Chamber of Commerce
09.1984 - 02.1988

Central Information Specialist

Columbus Bank and Trust Company
08.1978 - 04.1984

No Degree - Business

Columbus State University

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Karen Bowden