Karen Haynes
Houston,TX
Summary
Dynamic Customer Service Manager with a proven track record at Continental Airlines, excelling in conflict resolution and performance management. Expert in data analysis and document management, I drive team success by fostering collaboration and ensuring exceptional customer satisfaction. Committed to enhancing operational efficiency and delivering impactful solutions.
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Continental Airlines
Houston, TX
09.1992 - 06.2005
- Audited customer account information to identify issues and develop solutions.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Provided exceptional customer service to ensure customer satisfaction.
Administrative Assistant
Exxon Co. USA
Houston, TX
09.1988 - 06.1991
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Used voice recorder or notepad to compose and transcribe meeting minutes.
- Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
- Managed office supplies inventory and placed orders when necessary.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted visitors and provided general information about the company.
- Processed invoices for payment using accounting software applications.
- Developed and implemented filing systems, both digital and physical, improving document organization and retrieval efficiency.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Updated contact lists regularly when changes occur in employee status or contact information.
- Developed and maintained filing systems for confidential documents and records.
- Directed customer inquiries to appropriate department personnel.
Education
High School Diploma -
Reverend Jack Yates Sr High School
Houston, TX06-1990
Some College (No Degree) -
Upward Bound (UH-D)
HoustonSkills
- Customer service
- Conflict resolution
- Performance management
- Data analysis
- Invoice processing
- Call center management
- Account updates
- Workflow management
- Cash handling
- Document management
- Data entry
- Microsoft Word
- Typing accuracy
- Meeting minute transcription
- File organization
- Office administration
- Problem solving
- Team collaboration
- Communication skills
- Time management
- Attention to detail
- Inventory management
- Event coordination
- Document proofreading
- Adobe acrobat
- Call handling
- Data entry efficiency
Timeline
Customer Service Manager
Continental Airlines
09.1992 - 06.2005
Administrative Assistant
Exxon Co. USA
09.1988 - 06.1991
High School Diploma -
Reverend Jack Yates Sr High School
Some College (No Degree) -
Upward Bound (UH-D)