Karen Dye
Clarksburg,WV
Summary
Proven leader in customer service management at Wal Mart Inc, adept in conflict resolution and customer education. Excelled in enhancing customer satisfaction and loyalty through effective complaint resolution and service upselling. Demonstrated ability to mentor teams towards achieving top service standards, with a significant focus on process improvement and customer issue ownership. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
I am currently seeking a complete REMOTE position from home.
Overview
34
34
years of professional experience
Work History
Customer Service Representative
WORKING SOLUTIONS
01.2020 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
CUSTOMER SERVICE MANAGER
WAL MART INC
05.1990 - 09.2001
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
Education
High School Diploma -
Roosevelt - Wilson High School
Clarksburg , WV 2630105.1987
Skills
- Complaint resolution
- Scheduling
- Conflict Resolution
- Customer Education
- De-Escalation Techniques
- Customer Service
- Payment Processing
- Service Upselling
Timeline
Customer Service Representative
WORKING SOLUTIONS
01.2020 - Current
CUSTOMER SERVICE MANAGER
WAL MART INC
05.1990 - 09.2001
High School Diploma -
Roosevelt - Wilson High School
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