Karen Hersman
Columbus
Summary
Motivated worker with proven ability to provide best-in-class customer service. Manages customer calls, emails and face-to-face inquiries to research issues and implement successful solutions. Open and upbeat communicator with team-oriented approach. Hard working, reliable and dedicated professional who always strives to go above and beyond in every situation.
Overview
39
39
years of professional experience
Work History
Supervisor, Customer Care
BCD Travel
Columbus
09.2022 - Current
- Supervised customer service team to enhance service quality and efficiency.
- Trained new staff on policies, procedures, and customer interaction techniques.
- Conducted regular team meetings to discuss updates and share best practices.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Recognized employees who exceeded expectations through verbal recognition or awards programs.
- Resolved escalated customer issues with empathy and professionalism while meeting company objectives.
- Collaborated with other departments to resolve complex problems quickly for customers.
Customer Care Champion
BCD Travel
Columbus
10.2021 - 09.2022
- Resolved customer complaints through effective communication, enhancing customer satisfaction.
- Fielded and prioritized customer complaints and queries for timely resolution.
- Consulted with customers to resolve service and billing issues.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Made outbound calls and sent emails to vendors for customer service resolutions.
- Guided new and existing employees in customer service procedures, improving case resolution efficiency.
- Exceptional problem solving skills
Member Services Representative
Wheels Up
Worthington
05.2021 - 10.2021
- Coordinated private aircraft, ground transportation, and catering services for members, ensuring seamless travel experiences.
- Managed customer complaints and queries, expediting resolution processes to enhance member satisfaction.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Recorded customer interactions to efficiently track requests, issues, and resolutions.
Customer Service Specialist/Travel Consultant
BCD Travel
Dublin
11.2001 - 09.2021
- Coordinated air, car, hotel, and limousine services for business, VIP, and celebrity clients.
- Resolved customer complaints and queries, facilitating timely problem resolution.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Worked with management to develop customer service improvement initiatives.
- Developed training materials for new employees on account-specific information and policies.
Manager/Senior Travel Consultant
Peoples Travel
Columbus
04.1987 - 11.2001
- Managed a team of 10 corporate travel agents.
- Communicated travel policies to clients and collaborated with preferred vendors to maximize company profit.
- Coordinated travel arrangements for business travelers, including flights, car rentals, and hotel bookings.
- Established base of loyal clientele due to excellent listening and research skills.
Education
Travel And Tourism - Travel And Tourism
Bliss College
Columbus, OH09-1983
Skills
- Customer service
- Call center experience
- Employee coaching and management
- Excellent problem solving skills
Timeline
Supervisor, Customer Care
BCD Travel
09.2022 - Current
Customer Care Champion
BCD Travel
10.2021 - 09.2022
Member Services Representative
Wheels Up
05.2021 - 10.2021
Customer Service Specialist/Travel Consultant
BCD Travel
11.2001 - 09.2021
Manager/Senior Travel Consultant
Peoples Travel
04.1987 - 11.2001
Travel And Tourism - Travel And Tourism
Bliss College