Summary
Overview
Work History
Education
Skills
Timeline
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Karen Fleet

Clifton Heights,PA

Summary

Thrives in fast-paced environments, consistently demonstrating strong organizational and problem-solving skills. Developed expertise in project coordination and team management within collaborative setting. Looking to transition into new field, leveraging these transferable skills to drive impactful results.

Overview

25
25
years of professional experience

Work History

Advocacy Senior Coordinator - Small Business

Capital One
09.2022 - 11.2024
  • As a member of the Capital One Small Business Banking team, the Advocacy Senior Coordinator is responsible for assisting small business banking customers with their questions and concerns
  • Associates assist callers with their banking needs including checking and savings account offerings as well as transactional questions upon inquiry
  • We focus on always providing exceptional customer experience throughout each interaction with our clients, ensuring to provide empathy and proactively manage their needs

In-Store Shopper

Whole Foods Market
11.2022 - 02.2023
  • As an In-Store Shopper, I fulfilled Amazon Prime Now customer orders, preparing Whole Foods Market products for delivery and/or pickup
  • I shopped throughout the store for everyday goods such as food and household items

Patron Services Representative

Ticket Philadelphia
12.2015 - 09.2022
  • In this supervisory role, I provided superlative customer service to the patrons of all Ticket Philadelphia clients by adhering to the Ticket Philadelphia Standards of Excellence and utilizing the knowledge of Ticket Philadelphia’s clients, products, practices, and policies
  • I provided directions and instruction to Patron Services Associates and Representatives as needed on the call floor by assessing each situation individually to reach the most suitable solution for our patrons

Prime Now Grocery Shopper

Amazon
10.2020 - 03.2022
  • As a personal shopper, I worked in the Whole Foods Market filling orders from customers who ordered through Amazon Grocery App
  • Using a handheld device, each item was located, scanned and packaged for customer delivery or pickup
  • Once complete, all orders were placed in the appropriate area of the store and awaited next steps
  • All other duties as assigned

Customer Services & Problem Resolution Rep II

Convergys
07.2014 - 12.2014
  • Interface with customers via inbound or outbound calls or internet for the purpose of resolving routine problems with products or services
  • Professionally offer solutions to troubleshoot customer issues through probing questions and educate them on how to correct their equipment malfunctions

Shift Lead

Walgreens
02.2011 - 09.2014
  • As a shift lead, I acted as the liaison between management and non-management team members, ensuring excellent customer service is delivered to customers, as well as providing leadership to team members by communicating tasks from the store manager, coaching on warehouse and vendor orders and handling day-to-day cash functions
  • Previously I worked double duty as both a photo specialist and a pharmacy technician

Relationship Manager

Barclays Bank
07.2007 - 02.2010
  • Received inbound calls in a call center and helped our clients with concerns and inquiries about their credit card accounts
  • During the last year, I responded to all written correspondence for the bank regarding customer account inquiries

Casual Mail Handler

United States Postal Service
12.2007 - 01.2008
  • Sorting and handling bundled mail, packages and periodicals by zip code for standard, first class and second-class mail for south jersey and Delaware
  • Responsible for all other duties assigned

Tracking Agent – CSR

Teletech
11.2005 - 12.2006
  • Answered inbound calls and provided customer service to customers with inquiries about their UPS packages regarding location and delivery time frames

Customer Assistance

Progressive Business
01.2005 - 08.2005
  • Duties included contacting the CEO of other businesses by phone to offer a preview of a newsletter that contained tips on how to increase their revenue and production

Telemarketer

Grandscale Fundraising
05.2004 - 12.2004
  • Calling residents and asking for donations through purchasing tickets to the firemen’s circus or magic shows and asked for pledges for other local charities

Office Assistant

WIOQ Q102FM
06.1999 - 05.2004
  • Filing, typing, filling out affidavits, distributed inter-office documents to other employees, answered phones and transferred calls to the appropriate department or person
  • All other duties as assigned

Education

Retail Management - Fashion Buying Option

Community College of Philadelphia
Philadelphia, PA
05.2003

High School Diploma -

Central High School
Philadelphia, PA
01.2000

Skills

  • Strong work ethic
  • Up-selling strategies
  • Cleanliness standards
  • Complaint handling
  • Customer service focus
  • Customer assistance and interaction
  • Email and telephone etiquette
  • Employee training
  • Problem-solving skills
  • Customer focus

Timeline

In-Store Shopper

Whole Foods Market
11.2022 - 02.2023

Advocacy Senior Coordinator - Small Business

Capital One
09.2022 - 11.2024

Prime Now Grocery Shopper

Amazon
10.2020 - 03.2022

Patron Services Representative

Ticket Philadelphia
12.2015 - 09.2022

Customer Services & Problem Resolution Rep II

Convergys
07.2014 - 12.2014

Shift Lead

Walgreens
02.2011 - 09.2014

Casual Mail Handler

United States Postal Service
12.2007 - 01.2008

Relationship Manager

Barclays Bank
07.2007 - 02.2010

Tracking Agent – CSR

Teletech
11.2005 - 12.2006

Customer Assistance

Progressive Business
01.2005 - 08.2005

Telemarketer

Grandscale Fundraising
05.2004 - 12.2004

Office Assistant

WIOQ Q102FM
06.1999 - 05.2004

High School Diploma -

Central High School

Retail Management - Fashion Buying Option

Community College of Philadelphia

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Karen Fleet