Karen Hendricks
Taylorville,IL
Summary
Dynamic remote customer service professional with extensive experience at Sitel-Foundever, adept at resolving conflicts and enhancing customer loyalty through empathy and active listening. Proven ability to manage high-stress situations while maintaining professionalism. Skilled in technical support and documentation, consistently ensuring positive customer experiences and satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Remote Customer Service Representative
Sitel- Foundever
09.2015 - 07.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
Remote Customer Service Agent
Teleperformance USA
11.2010 - 04.2015
- Worked in call center for telephone and Internet service provider, handling many calls per 4 hour shift. Focused on Level 1 support, performing initial triage of customers' questions and determining where to transfer/escalate the inquiry. Developed excellent customer service skills.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Education
Certified Respiratory Therapy Technician - Respiratory
St. Johns School of Respiratory
01-1989
Associates of General Education - Medical Coding And General Education
Lincoln Land Community College
Springfield, IL01-2009
Skills
- Customer service
- Active listening
- Critical thinking
- Call center experience
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Product knowledge
- Documentation
- De-escalation techniques
- Technical support
- Proofreading
- Product promotion
Certification
CPC- Certified Professional Coder
Timeline
Remote Customer Service Representative
Sitel- Foundever
09.2015 - 07.2025
Remote Customer Service Agent
Teleperformance USA
11.2010 - 04.2015
Certified Respiratory Therapy Technician - Respiratory
St. Johns School of Respiratory
Associates of General Education - Medical Coding And General Education
Lincoln Land Community College
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