Karen Germany

Work History

COURIER

PRESTIGE LOGISTICS SOLUTIONS

Melissa, TX

12.2022 - Current

Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality
Log delivery information in tracking systems to enable real-time delivery status
Communicated with dispatch and customers for accurate delivery information
Obtain signatures for delivery documents and packages
Enhanced customer satisfaction through timely deliveries and professional communication with clients
Adhere to all traffic laws while operating company vehicles for safe transportation of goods
Utilized GPS technology for precise navigation, minimizing delays and optimizing route planning
Kept vehicles clean and well-maintained, ensuring reliable performance for daily use.

HYBRID OFFICE MANAGER

HILLSIDE LOGISTICS CO LLC

Grand Prairie, TX

04.2020 - 11.2022

Work Remotely from home 3 to 4 days a week
Perform basic accounting duties, maintaining accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets,including driver advances, repair payments, payroll and daily invoicing to the factoring company
Maintain fuel account and reporting
Work closely with Transportation manager to drive metrics and provide carrier performance feedback to departmental leadership
24 by 7 on-calls for driver assistance with breakdowns
Manage carrier performance and KPI's
Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records
Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence
Maintained computer and physical filing systems
Created, maintained and updated filing systems for paper and electronic documents
Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic
Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly

OFFICE MANAGER

GSA TRANSPORT

Grand Prairie, TX

05.2018 - 04.2020

Manage schedules, organize office functions and oversee daily operations
Hire train and onboard drivers and owner operators
Prepare daily, weekly, and end of year reports
Perform basic accounting duties, including driver advances, repair payments, weekly payroll
Maintain fuel account and reporting
Developed and maintained new office procedural guidelines
Work closely with Transportation manager to drive metrics and provide carrier performance feedback to departmental leadership
Provide outstanding customer service and resolve problems
24 by 7 on call for driver assistance with breakdowns
Manage carrier performance and KPI's
Maintained computer and physical filing systems
Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.

OFFICE MANAGER

CBA

McKinney, TX

01.2017 - 05.2018

Streamlined office operations by implementing efficient filing systems and organizational strategies
Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly
Controlled finances to lower costs and keep business operating within budget
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
Accounts Receivable
Assist Owner with all tasks
Build relationships with customers in showroom
Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence
Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.

OFFICE ADMINISTRATOR

TIE & TIE TRANSPORT

Irving, Tx

09.2014 - 12.2016

Answer incoming calls; provide excellent and timely customer service
Plan, prioritize, delegate and monitor work tasks for optimum team efficiency
Liaise with company management to support and implement growth strategies
Identify and address staff training and coaching needs
Assist in interviewing, hiring, ongoing training, and performance
Process weekly payroll and commission
Process daily billing to our factoring company
Create and maintain Driver\Owner operator and Truck book documentation
Follow up with funding for required missing documents.

BREAKBULK SPECIALIST

DB SCHENKER

Irving, TX

05.2014 - 09.2014

Answer incoming calls, provide excellent and timely customer service
Develop and maintain excellent service to internal and external customers at all times
Set up break bulk files for all documents and records relevant to the consolidation
Receive, review, and process inbound documentation for an assigned base of accounts
Contact origin office for incomplete information
Verify if shipments are AMS or Non AMS prior to recovery and handle accordingly
Validate 1F clearances in AMS system prior to setting up AMS shipment recovery
Manage pre-alerts daily to determine whether freight is arriving as expected and Air documents are received within time standard specified
Follow up with carriers to confirm arrival time and notify customer of status
Maintain records of communications in break bulk file
Enter all relevant data for the consolidation into the appropriate company system
Advise supervisor of any problems or irregularities discovered within assigned transactions
Actively pursue a better understanding of the break bulk process through self-study, as well as courses and seminars presented by approved sources
Followed all company policies and procedures to deliver quality work.

VTR SENIOR RES SPECIALIST

URS/TXTAG

Round Rock, TX

05.2013 - 05.2014

Answer incoming calls, provide excellent and timely customer service
Provides expert support of VTR issues for first level call center
Expert in processing of Txtag transactions and violations
Receive and process payments, document acct notes
Enroll customers for Texas toll tag account
Research fax inquiries and communicate back to customer
Process disputes with other toll authorities
Research and resolve escalated and complex customer issues utilizing expert knowledge and organizational agility
Negotiate payment and fee reductions up to their established limits
Document phone calls and actions in VTX Database
Maintain above average attendance record
Troubleshoot issues accurately, quickly and efficiently
Work emails assigned, research and contact customers to resolve issues
Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.

OFFICE MANAGER

KW DESIGN

Providence, TX

09.2012 - 05.2014

Assuring office is neat, and stocked with necessary tools for functionality
Prepare and distribute Payroll
Perform filing, data management
Compile internal and external customer communications
Manage QuickBooks accounts payable/receivables including bank and account reconciliation, billing, invoicing, preparation of daily bank deposit
Assist with Art installations and moves
Warehouse receiving, assembly and delivery to customers
Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets
Managed office operations while scheduling appointments for department managers.

DRIVERS, PLS

Carrollton, TX

05.2012 - 07.2012

Ability to deliver, unload, and install applications locally
Contributed to a positive team atmosphere among fellow drivers by sharing tips/tricks for improved performance within the industry
Collaborated closely with dispatchers to provide accurate updates on delivery status, location, and estimated arrival times
Ability to lift objects weighing more than 35 pounds
Owner Operator of own vehicle, fuel efficient
Demonstrated adaptability in handling diverse types of cargo securely, including fragile items requiring special care during transport
Maintained accurate trip logs for mileage and expense tracking purposes, contributing to organized record-keeping and efficient tax preparation
Adhered to local traffic laws and regulations, promoting a safe driving environment for both self and others on the road.

BUSINESS SYSTEMS ANALYST

Dell/Perot

Plano, TX

04.2011 - 05.2012

Work directly with Business Account Manager to troubleshoot the routing of open issues for expedited resolution
Weekly meetings with Business Account Managers to report back on spreadsheet of open and resolved issues
Open bridge calls for technicians and Business Account Managers
Monitoring of Account CSAT's
Validate Knowledge base articles for current relevance
Provide monthly statistical reporting to management
On Call 24/7 account support
Trained business personnel in use of systems
Developed comprehensive documentation to support end-users and facilitate future enhancements
Managed multiple projects simultaneously, consistently meeting deadlines while maintaining a high standard of quality workmanship
Identified critical issues within existing systems, providing recommendations for resolution and prevention of future problems.

Team Lead

ACG

01.2009 - 04.2011

TEAM LEAD/BACKUP

Dell/Perot

Plano, TX

06.2008 - 04.2011

Backup Team Lead

ACG

06.2008 - 12.2008

Manage a team of 11 agents including mentoring and performance management
Collaboration with other department leads, to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively
Monitoring of Account CSAT's
Directly contact customers back on to ensure satisfaction, and possible training opportunities
Monitor Email and Voicemail queues
Work directly with Account Service Delivery Managers
Create and maintain Knowledge Base Articles and FAQ
Provide monthly statistical reporting to management
On Call 24/7 account support
Trained new team members by relaying information on company procedures and safety requirements.

TECHNICAL SUPPORT ANALYST

Comsys/Perot

Plano, TX

11.2006 - 06.2008

Effectively Manage Citrix Farm
Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments
Undertook technical maintenance of various database systems
Average CSAT score 4.85 out of 5
Resolved complex technical issues for clients, enhancing overall system performance
Maintained high levels of customer satisfaction through empathetic listening and effective communication skills
Offering remote support for cloud-based and web-based clients via phone, email and chat
Used ticketing systems to manage and process support actions and requests.

CUSTOMER SERVICE REP

AppleOne/Fema

Denton, TX

09.2005 - 02.2006

Provide quality Customer Service to Disaster Victims, with compassion and understanding
Data Entry of new Applications into NIMS for Disaster Relief Funds, and disclosure of their rights and perjury of penalty laws
Provide the Applicant with up to date status of current applications
Research problems or discrepancies in existing applications
Assist applicants with online registration, technical issues, and understanding of the application process and timeline expectations
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor.

PRIORITY TECHNICAL ANALYST

CONNECT, Comsys/McAfee, Inc

Plano, TX

03.2004 - 07.2005

Provide quality technical support to Corporate Customers on a variety of
McAfee products, maintaining a customer satisfaction rating of 5.2 or above
Accurate problem resolution, log all testing, troubleshooting and research in process of resolution into the McAfee call tracking system
Maintain Data Collection/Integrity call logging SLA of 95% or higher
Maintain a minimum of 6 hours phone time daily (ACD+ACW+AVAIL) with phone audit scores of 90% or above
Acquire and maintain product, company and process knowledge of all supported McAfee products
Enhanced system performance by identifying and resolving technical issues through thorough analysis and troubleshooting
Performed quality assurance and quality control assessments of support ticket fulfillment.

HELPDESK SUPPORT SPECIALIST

School of Tomorrow

Lewisville, TX

01.2002 - 10.2003

Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills
Configured hardware and granted system permissions to new employees
Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques
Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls
Coordinated and facilitated company events sponsored by customer service
Support schools nationwide for proprietary software on all versions of
Microsoft Windows
Provide on the job training of new and temporary employees
Testing and customer support on schools website for store ordering and diagnostic testing issues on all Internet browsers
Tier 1 support for all PC's and printers in Customer Service for hardware and software issues.

OWNER

Blind Faith Blinds

Lewisville, TX

03.2001 - 12.2001

Window Treatment Company
Developed and maintained strong relationships with clients, resulting in repeat business and referrals
Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation
Manage all aspects of the sales cycle from initial contact with customer to determine needs, sales presentation and demonstration, contract negotiation, product service implementation and ongoing account management
Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business
Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts
Independently managing time and territory with careful planning, organization and goal setting
Quick books accounts payable, accounts receivable, purchase orders, general ledger, bank reconciliation, inventory control, office management and payroll data entry
Managed day-to-day business operations.

LAN/EMAIL ADMINISTRATOR

CSC/BGI

Carrollton, TX

01.1984 - 03.2001

Email administration of Exchange 5.5 for local Reservation Center, and six remote offices
Tier 1 support for Lotus Notes Email
Create and maintain user accounts in Novell Network 3.11, 4.12 and NT 4.0 networked environments for local and remote sites
Maintained backups for Novell, NT, Exchange and Gateways Servers with
Cheyenne Arcserve
Extensive experience assembling, installing, configuring, and troubleshooting IBM compatible personal computers hardware/software, and all networked and local printers
Installs, tests, and analysis of 10/100 Base-T data lines, and Modems
Established working knowledge of, Novell Netware 3.11,4.12 networks, NT0 networks, 502 Gateways, Exchange 5.5, Cheyenne Arcserve Backup
Cheyenne Bitware Faxserve, AS400 and Mainframe, Ms Mail, GroupWise, and Lotus Notes
Supported 24-hour on-call rotation schedule for all Network and PC issues for local and remote locations
Roll-out of 2 new reservations centers for all desktop pc hardware, software configuration and installation, and users' network and email account creation
Performed migration of 4 Microsoft Mail servers to Exchange 5.5
Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.

Summary

Overview

Work History

COURIER

HYBRID OFFICE MANAGER

OFFICE MANAGER

OFFICE MANAGER

OFFICE ADMINISTRATOR

BREAKBULK SPECIALIST

VTR SENIOR RES SPECIALIST

OFFICE MANAGER

BUSINESS SYSTEMS ANALYST

Team Lead

TEAM LEAD/BACKUP

Backup Team Lead

TECHNICAL SUPPORT ANALYST

CUSTOMER SERVICE REP

PRIORITY TECHNICAL ANALYST

HELPDESK SUPPORT SPECIALIST

OWNER

LAN/EMAIL ADMINISTRATOR

Education

Security+ Certification -

Exchange 5.5 Admin. And Concepts Certification -

A+ Certification -

Skills

References

Timeline

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