Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

KAREN DUKE

Austin,TX

Summary

Skilled Tier 2 Customer Service Representative with a solid background in resolving complex customer issues and providing exceptional support. Strengths include problem-solving, effective communication, and relationship-building skills. Notably improved customer satisfaction ratings in previous roles through quick resolution of escalated cases and efficient team collaboration.

Overview

19
19
years of professional experience

Work History

Tier 2 Customer Service Representative

Randstad
Remote, TX
11.2023 - Current
  • Assisted participants in filing claims and resolving issues with Retiree Health Reimbursement Accounts.
  • Utilized CRM software tools for efficient tracking and documentation of customer interactions.

Customer Service Agent (Contract)

ModSquad
Remote, TX
04.2023 - 11.2023
  • Assisted and educated customers signing up with Ownwell to save money on their property taxes and explained how the whole process works.

Senior Customer Service Representative

WAYFAIR
Remote
07.2020 - 08.2021
  • Resolved all customer service issues with orders, answered product questions, and placed sales orders as needed, using phone and email channels.

Customer Service Representative and Data Entry

TTEC
Remote
10.2019 - 05.2020
  • Provided Assistance filling orders in the Mail Order Pharmacy, explaining Wellness Plans, Deductibles, Tier Pricing and any other issues with ordering or Customer's Healthcare plans and mail-order account.

Hair Color Specialist

STEVEN TODD SALON
Austin, TX
07.2018 - 10.2019
  • Provided color services to a wide range of clients including all-over color, balayage, highlights, bleaching and creative coloring.

Loyalty Care/Sales and Service

MARRIOTT CUSTOMER ENGAGEMENT CENTER
Austin, TX
02.2019 - 09.2019
  • Provided assistance with making reservations, educating customers about properties, as well as taking care of issues for Marriott Rewards members with their accounts and any other customer service issues that arose.

Hair Color Specialist

TONI AND GUY HAIRDRESSING
Austin, TX
11.2017 - 06.2018
  • Provided color services to a wide range of clients including all-over color, balayage, highlights, bleaching and creative coloring (ombre, color placement, etc).

Customer Service

ECOCLEAN
Austin, TX
01.2017 - 11.2017
  • Took care of customers dropping off their clothing for cleaning, checked out customers picking up their clothing, and took care of any customer concerns on the phone.

Colorist/Assistant

Hair by Nancy Collins
Austin, TX
07.2011 - 12.2016
  • Provided color services to a wide range of clients including all-over color, balayage, highlights, and creative coloring.

Nail Technician

PEACE, LOVE, NAILS
Austin, TX
01.2010 - 01.2011
  • Provided manicure/pedicure services, as well as eyebrow and facial waxing.

Cosmetic Counter Sales

WALGREENS
Austin, TX
01.2008 - 01.2010
  • Provided customer support and assistance throughout the purchasing process, including assisting customers with cosmetic and skincare choices.

Digital Publishing Editor

NEWSSTAND, INC
Austin, TX
01.2006 - 01.2008
  • Completed final editing of electronically-formatted books for digital publication.

Education

Graduate -

Pat Goins Beauty School
01.1999

French -

Louisiana Tech University
01.1995

Skills

  • Remote Support
  • Superior Service
  • Data Entry
  • Call Management
  • Account Maintenance
  • Problem Resolution
  • Multi-tasking

References

REFERENCES AVAILABLE UPON REQUEST

Timeline

Tier 2 Customer Service Representative

Randstad
11.2023 - Current

Customer Service Agent (Contract)

ModSquad
04.2023 - 11.2023

Senior Customer Service Representative

WAYFAIR
07.2020 - 08.2021

Customer Service Representative and Data Entry

TTEC
10.2019 - 05.2020

Loyalty Care/Sales and Service

MARRIOTT CUSTOMER ENGAGEMENT CENTER
02.2019 - 09.2019

Hair Color Specialist

STEVEN TODD SALON
07.2018 - 10.2019

Hair Color Specialist

TONI AND GUY HAIRDRESSING
11.2017 - 06.2018

Customer Service

ECOCLEAN
01.2017 - 11.2017

Colorist/Assistant

Hair by Nancy Collins
07.2011 - 12.2016

Nail Technician

PEACE, LOVE, NAILS
01.2010 - 01.2011

Cosmetic Counter Sales

WALGREENS
01.2008 - 01.2010

Digital Publishing Editor

NEWSSTAND, INC
01.2006 - 01.2008

Graduate -

Pat Goins Beauty School

French -

Louisiana Tech University

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KAREN DUKE