Karen Densley
Boise,ID
Summary
Dynamic and results-oriented professional with extensive experience in customer service roles, notably with Blue Cross of Idaho. Excelled in complaint resolution and escalation management, significantly enhancing customer satisfaction. Demonstrated proficiency in Microsoft Office Suite and exceptional problem-solving abilities. Consistently exceeded performance metrics, contributing to a positive and efficient work environment.
Overview
14
14
years of professional experience
Work History
Customer Service Advocate
Blue Cross of Idaho
11.2018 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
Customer Service Representative
Directv
01.2011 - 01.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Skills
- Call center experience
- Data entry
- Administrative support
- Data collection
- Complaint resolution
- Computer proficiency
- Escalation management
- Typing speed
- Professional telephone demeanor
- Call center operations
- Microsoft Office Suite
- Problem-solving
- Medical terminology
- Email management
- Member support
- Critical thinking
- De-escalation techniques
Timeline
Customer Service Advocate
Blue Cross of Idaho
11.2018 - Current
Customer Service Representative
Directv
01.2011 - 01.2016
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