Karen Jannetti
Framingham,MA
Summary
Demonstrates strong communication skills, problem-solving, and time-management, with proven ability to quickly adapt to new environments. With a positive attitude and commitment to continue learning and grow. Ready to make meaningful contributions with dedication and enthusiasm to the table for this new chapter. Feel would be an asset to your team and company.
Overview
40
40
years of professional experience
Work History
Sr. Representative, Business Operations/ East Division
Dell EMC Technologies
12.2023 - 08.2024
- Followed up on Service Requests from customers which needed attention from day before
- Researched Goods in Transit and Defective in Transit parts by carrier tracking, contacting engineers and logistics to update reports. There was a 40% decrease in reporting monthly.
- Reported to managers, skills of their engineers least which will be expiring within 30 days
- Continued all tasks of Administrative Assistant II along with more reporting analysis.
Administrative Assistant II
Dell EMC Technologies
11.2015 - 12.2023
- Work with Support to verify registration and Hierarchy of customer to assure the contact is entered correctly
- Onboarding of new hires for the East & Canadian divisions
- Including the updating of computer access
- Submission to the Install Base Group to move equipment for customers from one location to another location
- Creations of new sites in iMAP system for internal and external customers of Dell
- Utilized MS Word, Excel, Teams, Outlook, Saba, Salesforce and Click computer programs
- Supported all internal departments by supplying answers or provided contact of person who could assist them.
Administrative Assistant / FSS Regional Coordinator
Dell EMC Technologies
11.2012 - 11.2015
- Coordinated assignment of Field Service Specialists to requests within FSS portal
- Updating of various programs for customer information accuracy
- Reported on over 100 engineers for management on Utilization, KPI & other Customer Service matrix
- Back up to other administrators on various projects throughout Americas
- Utilized MS Word, Excel, Act, Outlook, CIS/Oracle, Salesforce and Click
- Networking with other departments in order to solve internal and external challenges
- Assisted in travel arrangements and expense reporting.
Administrative Assistant/Office Manager
All Weather Insurance Agency
04.2011 - 07.2012
- Processed all types of weather insurance for clients
- Bound and administrated insurance policies for customers
- Receptionist and Customer Service Representative to clients as well as with the underwriters
- Called on all renewals and marketing leads for weather insurance
- Utilized MS Word, Excel, Act, Outlook
- Managed daily office operations and maintenance of equipment
- Maintained accurate records for all business supplies.
Workforce Planning Sr. Call Center Analyst
Staples Industrial
01.2007 - 03.2009
- Analyzed all call volume, quality, sales incentives and sales dollars for 22 sales representatives
- Scheduled and tracked entire call center on Kronos system
- Liaison for Avaya phone system reported and identified problems with corporate
- Supervisor of reception area for quality, reporting and coverage of 12-line phone system
- Utilized in MS Word, Excel, Access, Power Point, Outlook.
Customer Service Supervisor/ Buyer
Deluxe
06.2004 - 01.2007
- Integrated Customer Service to call center
- Managed customer service call center of 15 representatives
- Performed transfers for overseas purchases
- Purchased products, expedited shipments and quoted custom items
- Served as corporate liaison between finance, IT and marketing departments
- Created manuals for all Customer Service procedures within new department
- Liaised with vendors to order and maintain inventory of supplies.
Credit Analyst
Nebs
06.2000 - 06.2004
- Managed delinquent accounts and authorized credit lines
- Nebs liaison for integration of orders between Comet and AS400 systems
- Investigated balances on accounts, worked with Customer Service for resolution
- Reconciled cash for deposit on daily basis
- Developed payment plans with customers to obtain past due balances
- Worked with Dunn & Bradstreet ratings
- Authorized credit card transactions
- Investigated charge backs from customers to their credit cards.
Administrative Assistant /Receptionist
Chiswick
08.1984 - 06.2000
- Assisted VP in confidential documents and spreadsheets
- Provided scheduling of all meetings, reviews and vacations within department
- Prepared all handouts needed for various meetings using Power Point
- Oversaw the reception area while training back up position
- Able to handle a 12-line switchboard
- Updated all company SOPs for Customer Service, Reception and Purchasing
- Organized the classes of the safety within the building with regular checks on safety apparatus.
Education
High School Diploma -
Marlborough High School
Marlborough, MA05.1983
Skills
- Problem resolution
- Meet deadlines
- Self Motivation
- Schedule management
- Microsoft Office skills
- Meets/exceeds goals
- Attention to detail
- Administrative operations
- Reliability
- Problem-solving aptitude
- Adaptability and Flexibility
- Multitasking Abilities
Accomplishments
- Process Improvement
- Oversaw implementation of new phone systems which resulted in more cost-effective service. Research: Investigated and analyzed client complaints to identify and resolve issues.
- Scheduling: Managed daily schedules and sales within the call center for vacations, meetings and off phone work
- Data Organization
- Improved office organization by compiling quarterly budget reports, financial spreadsheets, organizational charts and company data reports using advanced Microsoft Excel functions.
- Administration
- Answered multiple phone lines, transferred calls to corresponding departments.
- Multitasking
- Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.
- Customer Service
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Additional Information
Quality Improvement Team - Improve processes within the company, Fun at Work - Events to increase productivity, Catalog Team- Proofreading of catalog for content and spelling, Employee Appreciation - Events to show appreciation to company employees
Career Overview
Reliable and competent Administrative Assistant/Customer Service professional with motivation to perform beyond expectations. Over 35 years of experience in diverse specialty departments such as Customer Service, Administrative, Reception, Purchasing, Scheduling, Reporting, Business Operations and Accounts Receivable.
Timeline
Sr. Representative, Business Operations/ East Division
Dell EMC Technologies
12.2023 - 08.2024
Administrative Assistant II
Dell EMC Technologies
11.2015 - 12.2023
Administrative Assistant / FSS Regional Coordinator
Dell EMC Technologies
11.2012 - 11.2015
Administrative Assistant/Office Manager
All Weather Insurance Agency
04.2011 - 07.2012
Workforce Planning Sr. Call Center Analyst
Staples Industrial
01.2007 - 03.2009
Customer Service Supervisor/ Buyer
Deluxe
06.2004 - 01.2007
Credit Analyst
Nebs
06.2000 - 06.2004
Administrative Assistant /Receptionist
Chiswick
08.1984 - 06.2000
High School Diploma -
Marlborough High School
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