Karen Canales
Falls Church,VA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and management expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
4
4
years of professional experience
Work History
Call Center Representative
Conduent Inc.
09.2023 - Current
- Excels in Agent Care and Agent helpfulness according to Net Promoter Scores.
- Solution focused mindset in addressing members' needs in a confident, secure and empathetic manner.
- Proficient in using multiple secure systems simultaneously to access members' confidential health insurance information to assist with inquiries.
- Handles Inbound calls from members regarding their Humana Medicare healthcare plan, as well as making Outbound calls for follow-up based on the need of the call.
- Assists members with their online accounts, and troubleshoots web issues.
Customer Operations Assistant Manager
Old Navy
12.2019 - 09.2023
- Analyzed operational and financial data to identify business insights and opportunities for process improvement.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Created the employee schedule weekly based on business needs and individual performance.
Education
Associate of Arts -
Universidad Nacional De La Plata
Buenos Aires, Argentina11-2025
CompTIA - Information Technology
Udemy
Buenos Aires, Argentina09-2024
Skills
- Business analysis and forecasting
- Schedule creating
- Hiring and recruiting
- Staff retention
- Bilingual (fluent in English and Spanish, both written and spoken)
- Experienced with Word, Excel and Powerpoint
- Use of dual monitor experience
Timeline
Call Center Representative
Conduent Inc.
09.2023 - Current
Customer Operations Assistant Manager
Old Navy
12.2019 - 09.2023
Associate of Arts -
Universidad Nacional De La Plata
CompTIA - Information Technology
Udemy
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