Karen Cacia
Sicklerville,NJ
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
17
17
years of professional experience
Work History
Manager on Duty
Cacia's Bakery
Blackwood, NJ
12.2012 - 05.2025
- Interacted with customers regularly to ensure their needs were met.
- Delegated tasks among team members according to their strengths and abilities.
- Negotiated with suppliers to secure cost-effective resources.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Developed strategies to increase customer satisfaction ratings.
- Negotiated with vendors and suppliers to secure advantageous terms and pricing.
- Audited cash registers at the end of each shift for accuracy.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Customer Service Lead
AmeriFlex
Mt. Laurel, NJ
10.2008 - 11.2012
- Remained calm and professional in stressful circumstances, and effectively diffused tense situations.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Assisted operators with handling calls, and took over escalated concerns to deliver expert solutions.
- Resolved escalated issues from team members or customers in an efficient manner.
- Answered inbound calls, chats, and emails to facilitate customer service.
- Maintained accurate records of customer interactions and transactions.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support, or assistance with product and service transactions.
- Processed a high volume of claims on a daily basis using established time frames.
- Provided assistance in training new staff members as needed.
- Reviewed medical claims for accuracy and compliance with regulations.
- Monitored claim status updates to ensure timely processing and resolution.
Education
High School Diploma -
Highland Highschool
Blackwood, NJ06-1985
Skills
- Customer service excellence
- Team leadership
- Inventory oversight
- Professional and courteous
- Pleasant demeanor
- Claims processing
- Appointment scheduling
Timeline
Manager on Duty
Cacia's Bakery
12.2012 - 05.2025
Customer Service Lead
AmeriFlex
10.2008 - 11.2012
High School Diploma -
Highland Highschool
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