Karen Cole
CHESAPEAKE,VA
Summary
Accomplished Dispute Operations Manager with strong record of business leadership and continuous improvement. Monitors performance and identifies issues to implement new technologies and optimize resources. Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
14
14
years of professional experience
Work History
Customer Support Specialist
GEICO, Government Employees Insurance
Va Beach, VA
04.2023 - Current
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Responded quickly to customer inquiries, needs and problems.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
Dispute Operations Manager
Portfolio Recovery Associates LLC
Norfolk, VA
05.2010 - 03.2023
- Helped team members tackle daily workloads with confidence through empowered training and motivational strategies
- Communicated clear objectives and implemented hands-on strategies resulting in peak performance
- Use problem-solving abilities to anticipate and troubleshoot issues threatening to disrupt operations
- Arranged crew schedules to align with business and project demands
- Employed conflict management techniques to optimize customer satisfaction and retention
- Built dynamic working relationships with team members and support departments to achieve cross-functional objectives
- Managed customer experiences with close eye on team interactions, touchpoints and methods of engagement
- Conducted periodic performance reviews to assess employee performance.
Education
Certification - Managing Microsoft
Tidewater Commuity Collage
04.2017
Skills
- Employee training
- Cross-functional collaboration
- Resource coordination
- Strategic planning
- Risk management
- Process improvement
- Goal setting
- Self-starter
- Performance improvement
- Customer service excellence
- [Product or Service] support
- Customer Relationship Management (CRM)
- Payment Processing
- Call Management
- Data Entry
- Inbound and Outbound Calling
- Product Knowledge
- Complaint resolution
- Building rapport
- Critical Thinking
- Conflict Resolution
- Customer Service
Timeline
Customer Support Specialist
GEICO, Government Employees Insurance
04.2023 - Current
Dispute Operations Manager
Portfolio Recovery Associates LLC
05.2010 - 03.2023
Certification - Managing Microsoft
Tidewater Commuity Collage
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