Summary
Overview
Work History
Education
Skills
Timeline
Generic

Karen Collins

Leesburg,VA

Summary

Dynamic leader with proven expertise in customer relationship management and data analytics honed at Michael's Arts & Crafts Store. Excelled in cross-functional collaboration and staff management, driving performance improvements and fostering strong team dynamics. Achieved significant advancements in customer satisfaction and retention, leveraging Microsoft Office Suite to analyze and strategize.

Overview

28
28
years of professional experience

Work History

Customer Experience Manager

Michael's Arts & Crafts Store
08.2024 - Current
  • Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Developed new employees and on-going performance assessment of current employees.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Increased employee retention through effective training and mentorship programs.
  • Implemented data-driven strategies to identify areas needing improvement in the customer journey.

Cashier

Home Depot
04.2014 - 11.2024
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Answered questions about store policies and addressed customer concerns.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Addressed customer needs and made product recommendations to increase sales.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Streamlined checkout process for increased efficiency and reduced waiting times.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.

Accounts Payable Analyst

Maximus
05.2001 - 01.2007
  • Received vendor invoices, validated for accuracy and routed for approval to prepare for payment processing.
  • Processed daily invoices, check requests and wire transfers of foreign and domestic currency.
  • Researched and resolved invoice and payment issues for internal employees and external vendors.
  • Enhanced vendor relationships through prompt communication and timely resolution of discrepancies.
  • Improved payment accuracy with meticulous invoice review and reconciliation efforts.
  • Reduced outstanding accounts payable balances by diligently following up on overdue invoices and negotiating payment terms.
  • Managed high-volume invoice processing efficiently, maintaining a consistent record of timely payments.
  • Assisted with annual audits by generating reports and collecting and consolidating invoice information.
  • Identified opportunities and risks in accounts payable process to improve standard operating procedures.
  • Provided strong customer service and support to prevent invoice and expense issues.
  • Maintained accurate vendor records, ensuring proper tax compliance and streamlined communication channels.
  • Handled sensitive and confidential documents and information to maintain corporate reputation.
  • Facilitated cost savings by identifying duplicate payments and preventing overpayments through diligent invoice reviews.
  • Supported audit preparation efforts, providing thorough documentation for accounts payable transactions as needed.
  • Managed complex accounting projects and special assignments.
  • Collaborated with procurement team to ensure accurate purchase order issuance, enhancing overall process efficiency.

Account Executive - Payables and Receivables

Northrop Grumman
07.1996 - 08.1999
  • Conducted regular reviews of aged accounts receivable reports, ensuring timely follow-up on past due balances.
  • Streamlined payables and receivables processes by implementing efficient systems and software tools.
  • Maintained organized filing system for financial records, enabling easy access during audits or other review processes.
  • Trained new employees on company-specific accounting software and procedures, increasing efficiency within the department.
  • Coordinated with vendors to negotiate more favorable payment terms, resulting in cost savings for the company.
  • Collaborated with sales team to ensure accurate invoicing and timely collections, resulting in improved cash flow.
  • Maintained records by imaging invoices, debits, and credits.
  • Enhanced client relationships through effective communication and prompt resolution of billing inquiries or disputes.
  • Increased accuracy of financial reports by reconciling accounts, identifying discrepancies, and rectifying errors in a timely manner.
  • Provided support during audits by gathering requested documentation and answering questions from external auditors.
  • Supported departmental goals by undertaking additional responsibilities as needed, contributing to overall team success.

Education

Teaching

Eastern Kentucky University
Richmond, KY

Teaching

University of Kentucky
Lexington, KY

Diploma - Basic Education

Knott County Central High School
Hindman, KY
05.1986

Skills

  • Cross-functional collaboration
  • Voice of customer analysis
  • Customer empathy
  • Data analytics
  • Retention management
  • Performance evaluations
  • Training and onboarding
  • Customer relationship management (CRM)
  • Decision-making
  • Staff management
  • Microsoft office
  • Relationship building
  • Team recruiting and hiring
  • MS office suite

Timeline

Customer Experience Manager

Michael's Arts & Crafts Store
08.2024 - Current

Cashier

Home Depot
04.2014 - 11.2024

Accounts Payable Analyst

Maximus
05.2001 - 01.2007

Account Executive - Payables and Receivables

Northrop Grumman
07.1996 - 08.1999

Teaching

Eastern Kentucky University

Teaching

University of Kentucky

Diploma - Basic Education

Knott County Central High School

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Karen Collins