KAREN BUTLER
Doswell,VA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Rep.
Carmax
Richmond, Virginia
10.2021 - 05.2022
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Managed over 100-150 customer calls per day
Parts Manager
CALIBER
Richmond, VA
07.2019 - 05.2020
- Managed entire Richmond location’s parts department with 1 direct report employee
- Rearranged parts department to better serve changing trends and keep workspaces organized.
- Conducted periodic analysis of current spare parts rooms and service van inventory levels to determine needed parts.
- Ordered $10k to $20k worth of parts/day for both active and scheduled vehicle repairs
- Responsible for researching and pricing parts through various vendors to balance quality vs profit margin
- Inspected 300 to 500 parts/day to verify accuracy of received goods and maintain flow of correct parts to technicians
- Performed general ledger and invoice auditing with Accounting Manager
- Thrived in very busy and fast paced environment that is high-volume auto-repair shop
- Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses.
- Mitigated financial discrepancies by managing inventory, damaged goods and backorders.
- Bolstered sales and inventory management by effectively controlling daily parts program activities.
Call Center Representative
KSI TRADING CORP
Mechanicsville, VA
06.2018 - 07.2019
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Resolved concerns with products or services to help with retention and drive sales.
- Assisted customers by answering questions and responding to inquiries.
- Processed debit and credit card and electronic check payments.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Responded to customer calls and emails to answer questions about products and services.
- 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.
- Maintained client list of 10-15 accounts resulting on average of $600,000 in sales/month
Education
High School Diploma -
AMELIA COUNTY HIGH SCHOOL
10.2012 - 06.2016
Skills
Microsoft Office Proficiency (Excel, PowerPoint, Word)
Complaint resolution
Customer assistance
POS systems operations
Stock management
Returns processing
Design and planning
Customer support
Problem-solving skills
Shipping and receiving
Attention to Detail
Customer service skills
Accomplishments
- 6 years in customer service experience
- 4 years in cash handling
- 4 years in sales
- 2 years in shipping and receiving
- 1 year in accounting
- CREATIVE OUTLETS
- Enjoy pursuing my love for singing (sang at Disney World in Florida)
- Traveling within the United States and expanding my knowledge of its historical landmarks
Timeline
Customer Service Rep.
Carmax
10.2021 - 05.2022
Parts Manager
CALIBER
07.2019 - 05.2020
Call Center Representative
KSI TRADING CORP
06.2018 - 07.2019
High School Diploma -
AMELIA COUNTY HIGH SCHOOL
10.2012 - 06.2016