Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Karen Chavous

Customer Support Analyst
Greenville,SC

Summary

Resourceful Customer Support Representative known for high productivity and efficient task completion. Skilled in conflict resolution, time management, and customer relationship management. Excel at communication, empathy, and active listening, ensuring positive experiences for all customers. Committed to resolving issues with speed and accuracy to maintain trust and loyalty.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Product Support Expert

Working Solutions
Dallas, Texas
03.2023 - 03.2025
  • Act as an initial point of contact for all IT/Product-related concerns from clients or employees via phone, email, and chat.
  • Offer expert guidance on tax-related products and services, ensuring accurate and efficient full-service tax return preparation for customers.
  • Handle product and software inquiries, adeptly assisting customers with navigation and use of the TurboTax website to optimize their experience.
  • Perform customer support across various channels, including chat and web, and proficiently escalate complex cases through Salesforce when higher management intervention is required.
  • Provide full-service return preparation on customer taxes.
  • Monitored all incoming email requests in the queue, completed or assigned emails to appropriate queues.
  • Strengthen customer relationships to improve the business-to-customer partnership.
  • Administered technical requests - web support, deleting cache, clearing cookies, etc.
  • Document and maintain detailed records of support activities and resolutions using a ticketing system.
  • Troubleshoot and strive for first-call resolution of issues presented and escalate cases to the appropriate level as needed.
  • Providing Software navigation on our products.
  • Troubleshoot network issues.
  • Work Remotely.

Computer Operations Analyst

QVC
West Chester, PA
05.2019 - 03.2023
  • Delivered reliable incident response and application support by addressing incoming calls for operational issues, ensuring minimal service disruption.
  • Facilitated issue resolution by coordinating with IT support teams, improving cross-departmental communication, and enhancing problem-solving effectively.
  • Managed and maintained a diverse suite of applications within a SAAS environment, including Unix, AS400, Windows, VMware, and SQL PTLPHY, adhering to service-level agreements.
  • Complete daily shift turnover and customer checklists.
  • Ensured all operations-related changes are properly documented and approved.
  • Coordinated meetings on our teams’ applications for critical issues, acting as an Incident Commander.
  • Provided maintenance on assigned technologies (enterprise, network, telecom), following established procedures.

Data Center Operations Analyst

Berkley Technologies
Wilmington, DE
10.2017 - 04.2019
  • Monitored applications, systems, and networks to ensure performance standards, utilizing enterprise monitoring tools and manual inspections.
  • Collaborated with internal teams and external vendors to diagnose and resolve network issues, ensuring effective communication and coordination.
  • Ensured compliance with Service Level Agreements (SLAs) by verifying the availability of system applications and managing file transfers through SQL PTLPHY statements.
  • Verified all system applications are available according to the SLA scheduled hours.
  • Performed Manual execution of batch processing in a production environment.
  • Created tickets that arrived in our Message Alert system according to priority and assigned to the appropriate group.
  • Responsible for getting the users access to our authentication application.
  • Reboot servers, decommission servers.
  • Coordinated bridge calls for our P1 issues with vendors and primary teams.
  • Created users, created groups, and deleted user accounts utilizing the Unix operating system.

Release Analyst

Delage Landen
Wayne, PA
04.2010 - 09.2017
  • Assisted in the development of release processes, encompassing build, testing, defect resolution, and the deployment of software updates in a live production environment under the supervision of the Release Manager.
  • Supported the organization and management of activities related to constructing and maintaining software releases for production deployment.
  • Managed deployment environments across multiple stages, including Development, QA, UAT, and.
  • Maintained WO to be approved in change management.
  • Ensured code labeling standards across the development community.
  • Deployed all changes in our test environment.
  • Fully versed SDLC.

Education

QA Engineering Manual tester -

Test Pro
Culver City, CA

Preparation for A+ Certification -

New Horizon
Philadelphia, PA

Unix Operating system - Red Hat Linux, Vi Shell Scripting

Delaware County Community College
Media, PA

Production Support -

Chubb Keystone
Springfield, PA

Skills

  • Customer support
  • Chat
  • Email
  • Call Center
  • Salesforce
  • Data Center
  • Service Now
  • Monitoring
  • CRM
  • Service Desk
  • Empathy
  • Software Support
  • Ticketing Systems
  • Slack
  • Sales Force
  • User Support
  • Password Resets
  • Windows
  • Citrix
  • Remote Access
  • Rapport
  • Ecommerce
  • B2b
  • SaaS
  • Batch Processing
  • Problem Solving
  • Multitasking
  • Confluence
  • Microsoft 365
  • Unix
  • As400
  • Networking
  • TCP/IP
  • DNS
  • Trace routing
  • Healthcare Industry Knowledge
  • Relationship Building
  • Microsoft Office Proficiency
  • Communication
  • MS Office
  • Mainframe Knowledge
  • Flexibility

Certification

  • Insurance Producer, South Carolina
  • QA Engineering
  • Production Support

Timeline

Product Support Expert

Working Solutions
03.2023 - 03.2025

Computer Operations Analyst

QVC
05.2019 - 03.2023

Data Center Operations Analyst

Berkley Technologies
10.2017 - 04.2019

Release Analyst

Delage Landen
04.2010 - 09.2017

QA Engineering Manual tester -

Test Pro

Preparation for A+ Certification -

New Horizon

Unix Operating system - Red Hat Linux, Vi Shell Scripting

Delaware County Community College

Production Support -

Chubb Keystone

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Karen ChavousCustomer Support Analyst