Karen Deaton
Conway,SC
Summary
At almost 6 years in Gary's Pumping Service, I have learned many of the fine details of working in a Port-a-Potty/Septic Pumping business. Invoicing, processing checks, and helping disgruntled customers find resolution, I have been in the customer service industry since the age of 14.
One of my favorite things to do is listen and find solutions in a calm and measured way to de-escalate a situation and find resolve.
I was one of Directory Assistance 411's top operators handling every call quickly and efficiently. I was promoted to Supervisor, taking calls from disgruntled customers then I was offered a "coach" position grading operators calls using strict guidelines for Quality Assurance which led to a Quality Assurance position. Our team graded all of the calls for all of the call centers for quality assurance
and gave solutions to their errors. I was promoted to Instructor where I gave instruction in front of a class of 60 people teaching the computer system the correct scripts, Quality Assurance and performance expectations.
Overview
14
14
years of professional experience
Work History
Secretary Coordinator
Gary's Pumping Service/Gary Jordan
Conway, SC
02.2016 - Current
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Achieved specific team objectives and collection activity.
- Drove implementation of Avanquest Invoices and Estimates Deluxe software to automate office operations.
- Organized and optimized organizational systems for payment collections, deposits and recordkeeping.
- Provided constructive feedback, resulting in higher morale.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
411 Information Operator/Coach/Quality Assurance/Instructor
Unicor Industries
Alderson, WV
04.2006 - 10.2014
- Escalated issues discovered during QA testing, facilitating rapid resolution by supplying detailed information on fault parameters and replicability.
- Identified and evaluated recurring problems in Directory Assistance performance tests, providing detailed documentation of issues for amelioration efforts.
- Trained testing personnel in testing protocols, verifying correct application of related policies and guidelines.
- Researched and applied new products and methodologies for integration into operator quality assurance testing.
- Designed easy-to-understand testing protocols for distribution to untrained personnel, incorporating corporate standards and regulatory guidelines.
- Evaluated function, performance and design compliance of every product against design standards and customer needs.
- Kept scripts and test cases updated with current requirements.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Conducted data review and followed standard practices to find solutions.
- Conducted investigations into questionable test results.
- Over 500 daily Supervisor calls helping to de-escalate and resolve customers issues.
- Instructor for training computer program for directory assistance center, teaching proper scripts/correct dialog and Quality Assurance expectations
Education
High School Diploma -
Myrtle Beach High School
Myrtle Beach, SC06.1979
Skills
- Regulatory Compliance
- Performance Management
- Team Management and Supervision
- Decision Making
- Handling Customer Complaints
- Quality Assurance
- Multitasking and Prioritization
- Remote Work Coordination
- Friendly and Relatable
- Honesty and Integrity
- Customer Service Management
Timeline
Secretary Coordinator
Gary's Pumping Service/Gary Jordan
02.2016 - Current
411 Information Operator/Coach/Quality Assurance/Instructor
Unicor Industries
04.2006 - 10.2014
High School Diploma -
Myrtle Beach High School