Summary
Overview
Work History
Education
Skills
Timeline
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Karen Hansen

Karen Hansen

Customer Service Quality Assurance Agent
Peoria,IL

Summary

Focused Quality Controller with 10 years of experience conducting testing to facilitate quality and condition results. Possesses superior product knowledge to train and educate staff while maintaining optimal product storage and efficiency. Builds and maintains effective working relationships with internal and external customers.

Overview

32
32
years of professional experience
5
5
years of post-secondary education

Work History

Customer Service/Quality Assurance Agent

FedEx Express
Peoria, IL
05.2010 - Current
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Updated quality control standards, methods and procedures to meet compliance requirements.
  • Documented findings and produced monthly/quarterly reports.
  • Provided observations, took measurements and performed tests at various stages according to quality control plan.
  • Developed and implemented quality assurance improvements.
  • Conducted employee audits to check production performance against process standards.
  • Evaluated quality problems and performed assessments to identify and resolve issues.
  • Improved quality processes for increased efficiency and effectiveness.
  • Inspected International packages for pre-customs clearance.
  • Inspected and processed Dangerous Goods packages for shipment.

Passenger Service Agent

United Express Airlines
Peoria, IL
07.2005 - 05.2010
  • Oversaw ticketing, gate and ramp services.
  • Escorted handicapped passengers from terminal to aircraft.
  • Checked in luggage and confirmed all carry-on items met federal guidelines.
  • Kept team members in line with TSA, FAA and airline regulations.
  • Managed team member schedules and work assignments.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
  • Announced flight status updates and information about gate changes over PA system.
  • Hired, trained and motivated employees to provide exceptional passenger care and support.
  • Tagged baggage and routed to appropriate location for loading and screening.
  • Monitored security and maintained operational protocols.

Office Manager

H.L. Hansen Materials Inc.
Galesburg, IL
06.1993 - 12.2007
  • Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
  • Coordinated and aligned corporate and office schedules and disseminated important work information to employees.
  • Compared vendor prices and negotiated for optimal savings.
  • Evaluated employee records and productivity and submitted evaluation reports.
  • Updated reports, managed accounts and generated reports for company database.
  • Managed office operations while scheduling appointments for department managers.
  • Maintained computer and physical filing systems.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Developed standard operating procedures for all administrative employees.
  • Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
  • Handled marketing and advertising promotions for community events, charitable benefits and company functions.

Education

Associate of Applied Science - General Studies

Carl Sandburg College
Galesburg, IL
08.1992 - 06.1994

High School Diploma -

Galesburg High School
Galesburg, IL
08.1989 - 05.1992

Skills

Process understanding

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Timeline

Customer Service/Quality Assurance Agent

FedEx Express
05.2010 - Current

Passenger Service Agent

United Express Airlines
07.2005 - 05.2010

Office Manager

H.L. Hansen Materials Inc.
06.1993 - 12.2007

Associate of Applied Science - General Studies

Carl Sandburg College
08.1992 - 06.1994

High School Diploma -

Galesburg High School
08.1989 - 05.1992

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Karen HansenCustomer Service Quality Assurance Agent