Karen Hall
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer-focused Service Supervisor with qualifications in customer service, personal service, account management, staff development and team leadership. Superb conflict resolution and de-escalation abilities. Accomplished in delivering world-class service and improving customer interactions.
Overview
25
25
years of professional experience
Work History
Development Services Supervisor
New Hanover County Building Inspections
Wilmington, NC
04.1998 - 09.2016
- Assisted with training and development of team members.
- Handled customer complaints and inquiries.
- Monitored team's performance and gave feedback when necessary.
- Updated job knowledge by attending workshops, training sessions and educational opportunities.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Provided primary customer support to internal and external customers.
Administrative Manager
City Of Wilmington Community Development Department
Wilmington, NC
09.1997 - 04.1998
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Trained employees in company and regulatory compliance requirements to promote conformance.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Communicated corporate objectives across divisions through regular correspondence and scheduled status updates.
- Kept operations in compliance with [Type] regulations by developing and directing effective internal systems.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Encouraged departmental employees to present positive, exemplary image to customers.
- Developed and administered project budgets.
- Maintained store equipment, printers and fax machines.
Office Manager
Fayetteville Technical Community College Registrar
Fayetteville, NC
04.1995 - 09.1997
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed office operations while scheduling appointments for department managers.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Coordinated special projects and managed schedules.
- Evaluated employee records and productivity to complete employee evaluations.
- Developed standard operating procedures for all administrative employees.
- Sourced vendors for special project needs and negotiated contracts.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
Cashier
Winn Dixie Supermarket
Fayetteville, NC
04.1991 - 04.1995
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Collected and authorized payments of guests.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Completed inventory counts and ordered merchandise.
- Reviewed weekly sales ads and monitored price changes.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
Education
Associate of Arts - Business Administration
Fayetteville Technical Community College
Fayetteville, NC08.1995
Skills
- Progress Monitoring
- Inspection Management
- Team Meetings
- Past Due Account Management
- Maintaining Clean Work Areas
- Customer Loyalty
- Special Assignments
- Information Updates
- Excellent Personal Service
- Corrective Actions
- Job Assignments
- Customer Care
- Employee Performance Reviews
- Organizational Systems
- Microsoft Office
- Bagging Items
- Budgeting Understanding
- Assisting Dispatch
- Customer Feedback
- Legal Standards
- Motivational Leadership
- Leadership and Change Management
- Administration and Operations
- Enforce Policies
- Coordinate Schedules
- Evaluate Performance
- Handling Complaints
- Write Reports
- Staff Training
- Supervision
Timeline
Development Services Supervisor
New Hanover County Building Inspections
04.1998 - 09.2016
Administrative Manager
City Of Wilmington Community Development Department
09.1997 - 04.1998
Office Manager
Fayetteville Technical Community College Registrar
04.1995 - 09.1997
Cashier
Winn Dixie Supermarket
04.1991 - 04.1995
Associate of Arts - Business Administration
Fayetteville Technical Community College