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Karen Dorsey
Kansas City,MO
Summary
I have more than 30 years in Customer Service. Twenty years in the Call Center Twenty years in leadership roles . I have a strong background with employee development, training, motivation. I also work well in a team environment and independently, I have managed very successful teams, that perform consistently , exceeding all metric goals. I also have a background with claims adjudication for property and casualty claims In prior roles in the insurance industry .
Overview
20
20
years of professional experience
Work History
Specialty Pharmacy Customer Service Supervisor
OptumRx Pharmacy Svcs
10.2015 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
Customer Service Supervisor
Asurion LLC
09.2004 - 03.2015
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Education
High School Diploma -
05.1981
College Preparatory
Skills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Staff Development
- Staff Discipline
- Processes and procedures
- Operations Management
- Process Improvement
- Process Monitoring and Improvement
Special Projects
Special Projects
Employee Engagement Team
Creating employee centered activities to engorge employee moral and performance.
Diversity and Inclusion Team
Participating in projects and recognition to educate on diversity and inclusion for employees.
Additional Information
I am a tenured Customer Service Supervisor,Representative. I would be an asset to any Customer Service position. I have the ability to deescalate upset customers and manage difficult employees. My years of experience would be an asset to your company.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Interests
Reading, Cooking , Movies , Church Activities Spending Time with Family
Timeline
Specialty Pharmacy Customer Service Supervisor - OptumRx Pharmacy Svcs
10.2015 - Current
Customer Service Supervisor - Asurion LLC
09.2004 - 03.2015
Van Horn High School - High School Diploma,
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