Karen Bradley
Casselberry,FL
Summary
Dynamic Staffing Coordinator with a proven track record at Nurse Staffing, excelling in workforce management and conflict resolution. Adept at fostering relationships and enhancing client satisfaction through effective communication and strategic problem-solving. Committed to optimizing staffing solutions while ensuring seamless operations across healthcare facilities.
Overview
18
18
years of professional experience
Work History
Staffing Coordinator
Nurse Staffing
Maitland, Florida
10.2024 - 02.2026
- Coordinated staffing schedules for healthcare professionals across multiple facilities to meet operational needs.
- Utilized scheduling software to optimize workforce management and resource allocation.
- Resolved scheduling conflicts promptly to maintain optimal staff coverage at all times.
- Facilitated communication between nurses and healthcare clients to effectively address needs.
- Cultivated relationships with nursing staff to enhance operational flow.
Customer Service Manager
Truist
Orlando, FL
09.2021 - 06.2023
- Provided outstanding, personalized service to all clients by building rapport and providing timely solutions and/or alternatives.
- Assisted clients with inquiries and problem resolution, enhancing overall client satisfaction.
- Informed and educated clients on their self-service options through various Truist technologies to improve their individual banking experience.
- Facilitated effective communication with internal and external partners, strengthening collaborative efforts.
- Followed established policies, procedures, guidelines, regulations, and laws to protect both our clients and Truist from any unnecessary risk.
- Analyzed and decided on Financial Crimes related cases or alerts.
- Utilized banking systems to investigate and research transactional information, ensuring compliance with Financial Crimes requirements.
- Conducted client research. Used critical thinking skills to make well-supported decisions relative to the alert type.
- Completed BSA/AML/OFAC and Fraud training, including webinars and self-study, to stay updated on changing laws and regulations.
Excellus
Rochester, NY
12.2017 - 08.2021
- Organized, distributed, and managed products from project effort: files, general and customized reports, and electronic records.
- Researched, collected, and processed data within the scope of skills and experience.
- Assisted and performed tasks associated with project and departmental management, maintaining timelines.
- Assembled documents and reports using information from identified sources.
- Continuously worked to identify and remove barriers to increased productivity, quality, cost-effectiveness, and timeliness of operations and customer satisfaction.
- Assessed and determined the correct course of action for incoming cases.
Tier 2 IOS/Mac T1
Apple INC
07.2015 - 12.2018
- Provided external/internal support with questions regarding technical issues.
- Handled escalated calls.
CRT/Senior Customer Service Representative
Verizon Wireless
Rochester, NY
09.2007 - 07.2015
- Led the successful completion of Tier 1 troubleshooting for external customer calls.
- Took inbound customer calls and maintained First Call Resolution and or appropriate follow-up.
- Provided support by assisting internal customers with questions and appropriate navigation through provided resources.
- Selected for the Customer Retention Team project currently piloted in the Rochester Contact Center.
- Frequently utilized as Point of Contact for Associate Director.
- Successfully resolved highly escalated issues with a balanced customer and business-focused approach.
- Assisted with peer development, including call review, and providing constructive feedback for the employee’s identified area(s) of opportunity.
- Promoted contact center initiatives and incentives.
- Provided support for external customers regarding self-serve tool utilization.
- A member of the Assumption of Liability team (2008-2009), handling the complete transaction, including credit approval, providing full disclosure, and transferring service from one customer to another.
- A member of the Customer Service Pro team, handling disconnects for highly valued customers.
Education
Bachelor’s Degree - Criminal Justice
University of Phoenix Online
Rochester, NYAssociate Degree - Criminal Justice
Rochester Business Institute
Rochester, NYAssociate Degree - IT
University of Phoenix Online
Skills
- Leadership
- Cross-functional Collaboration
- Customer Service Management
- Interpersonal Communication Skills
- Relationship Management & Development
- Service Strategy Development
- Process Improvements
- Problem Resolution
- Performance Management
- Customer Satisfaction Measurement
- Workforce management
- Scheduling software
- Staffing coordination
- Client needs assessment
- Conflict resolution
- Effective communication
- Critical thinking
- Time management
- Team collaboration
Highlights And Contributions
- 04/01/11, Received customer letter for stellar customer service and customer support. Was acknowledged for this by the Call Center Director.
- 04/01/12, Was recognized by the Call Center Director and Associate Director for outstanding performance for the month of April, was one of only 3 employees on the organization to meet all of the KPIs.
- 07/01/13, Top Dog July 2013.
Timeline
Staffing Coordinator
Nurse Staffing
10.2024 - 02.2026
Customer Service Manager
Truist
09.2021 - 06.2023
Excellus
12.2017 - 08.2021
Tier 2 IOS/Mac T1
Apple INC
07.2015 - 12.2018
CRT/Senior Customer Service Representative
Verizon Wireless
09.2007 - 07.2015
Bachelor’s Degree - Criminal Justice
University of Phoenix Online
Associate Degree - Criminal Justice
Rochester Business Institute
Associate Degree - IT
University of Phoenix Online