Karen Hewitt
Granby,CT
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple tasks and projects at one time. Successfully establishing trusted client relationships as well as internally networking.
Overview
7
7
years of professional experience
Work History
Corporate Services Specialist
WM National Accounts
07.2022 - Current
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Worked with internal teams (Sales Enablement) and leadership to positively impact and pilot programs, implementing changes to existing processes and bring about improvements
- Earned top performer recognition consistently exceeding WM goals and client expectations
- Cultivated positive relationships with vendors, WM and 3rd party, to deliver timely services and drive growth and opportunity
- Excellent communication skills, both verbal and written.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
Team Lead
WM National Accounts
11.2021 - 07.2022
- Held monthly team meetings to inform team members on company news and updates.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues, while de-escalating customer issues.
- Trained new team members by relaying information on company procedures and safety requirements.
- Mentored and guided employees to foster proper completion of assigned duties.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Service Representative I and II
WM - National Accounts
01.2020 - 11.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exceeded customer call guidelines for service levels, handle time and productivity.
- Actively listened to customers, handled concerns quickly and de-escalated major issues, rarely needing supervisory assistance
- Internationally trained to work with Canadian customers
- Trained new personnel (most often interns) regarding company operations, policies and services.
- Fostered customer-centric culture within team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- "On the Job" trainer of all new hires during pandemic
Executive Administrator of Sales
REProphet
01.2017 - 07.2019
- Increased efficiency within the organization through regular review and improvement of administrative policies and procedures.
- Coordinated events, trainings, conferences and seminars to boost outreach for 10 team members
- Provided onboarding and instruction to new clients as well as continuing support
- Updated and maintained confidential databases and records.
- Reconciled expense reports
- Served as a trusted advisor to executives providing guidance and support in strategic decision making
Skills
- Analytical Thinking
- Corporate Training
- Expert Problem Solving
- Microsoft Office
- Multitasking Abilities
- Customer Service Driven
- Team Building
- Attention to Detail
- Calm Under Pressure
- Relationship Building
Timeline
Corporate Services Specialist
WM National Accounts
07.2022 - Current
Team Lead
WM National Accounts
11.2021 - 07.2022
Customer Service Representative I and II
WM - National Accounts
01.2020 - 11.2021
Executive Administrator of Sales
REProphet
01.2017 - 07.2019
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