Karen Frost
Albuquerque
Summary
Results-driven data professional prepared to excel in data management roles. Known for enhancing data accuracy and efficiency through innovative solutions. Collaborative team player with focus on achieving impactful results and adapting to dynamic needs.
Overview
19
19
years of professional experience
Work History
Business System Analyst
BD Biosciences
06.2019 - 06.2025
- Served as subject matter expert on master data standards, providing guidance to stakeholders throughout the organization.
- Reduced manual effort by automating key processes related to master data maintenance and updates.
- Mentored junior analysts on best practices for managing large data sets, improving overall team performance.
- Facilitated communication between IT and business units to address master data issues promptly and effectively.
- Managed critical projects focused on improving the reliability, accessibility, and security of enterprise-wide master data assets.
- Improved master data accuracy by conducting thorough audits and implementing corrective actions.
- Collaborated with cross-functional teams to ensure consistent and accurate master data across systems.
- Streamlined data management processes for increased efficiency and reduced errors.
- Analyzed large amounts of data to identify trends and find patterns, signals and hidden stories within data.
- Performed root-cause analysis on data-related system problems to recommend or execute corrective action.
- Compiled, cleaned and manipulated data for proper handling.
- Ran statistical analyses within software to process large datasets.
Customer Care Specialist - Lead
BD Biosciences
04.2018 - 06.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Self-motivated, with a strong sense of personal responsibility.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Worked well in a faced paced environment with a team setting, providing support and guidance.
- Verified accuracy of customer account information and updated when necessary.
- Passionate about learning and committed to continual improvement.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Skilled at working independently and collaboratively in a team environment.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Proven ability to learn quickly and adapt to new situations.
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
Custom Order Management Coordinator -Lead
BD Biosciences
08.2014 - 04.2018
- Sent emails to communicate order status and informed customers of back-orders or shipping delays.
- Reviewed custom orders for accuracy, errors and omissions to minimize incorrect shipments.
- Liaised with management to resolve complex reagent custom order issues and problems to maximize customer satisfaction.
- Navigated through [Number] systems to build, track and monitor orders.
- Researched and addressed customer inquiries, questions and issues within 1 business days to promote optimal customer service.
- Interfaced with sales, operations and functional groups to facilitate order flow and meet processing metrics.
- Trained new hires on company-specific software applications and best practices within the Order Management department.
- Consistently met or exceeded monthly performance targets in areas such as order accuracy, timeliness, and issue resolution rates.
- Streamlined order processing by implementing efficient order management systems and protocols.
- Expedited urgent orders for high-priority clients, coordinating closely with cross-functional teams to meet tight deadlines.
- Evaluated current workflows for efficiency improvements, implementing changes that led to a reduction in processing time for complex orders.
- Assisted in the development of standard operating procedures for the Order Management team, promoting consistency across all processes.
- Provided support to sales representatives during the quoting process for custom orders, ensuring accurate pricing information was communicated to customers.
Customer Service Representative Team Lead
Shire Regenerative Medicine
01.2011 - 01.2014
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Improved overall call center performance with effective coaching and feedback to team members.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
Customer Service Representative
BD Biosciences
03.2006 - 01.2011
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
GED -
Continuing Education North City Campus
San Diego, CA09-1996
Skills
- Process Improvement Analysis
- Data Analysis
- Data Quality Improvement
- Effective Communication
- Analytical Problem Solving
- Conflict Resolution Expertise
- Data Interpretation
- Effective Collaboration Skills
- Meticulous Attention to Detail
- Proficient in Technology
- SAP Proficiency, ERP and Order Management Expertise
- SAP, Halfpipe Database, FilemakerPro 17, and Salesfoce/CPQ proficiency
- Continuous Professional Development
- SQL proficiency
- Data migration
- Gap analysis
Timeline
Business System Analyst
BD Biosciences
06.2019 - 06.2025
Customer Care Specialist - Lead
BD Biosciences
04.2018 - 06.2019
Custom Order Management Coordinator -Lead
BD Biosciences
08.2014 - 04.2018
Customer Service Representative Team Lead
Shire Regenerative Medicine
01.2011 - 01.2014
Customer Service Representative
BD Biosciences
03.2006 - 01.2011
GED -
Continuing Education North City Campus
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