Summary
Overview
Work History
Education
Skills
Certification
Timeline
CustomerServiceRepresentative
Karen Jones

Karen Jones

Orlando,FL

Summary

Goal-oriented Customer Service Manager with 7 years of experience in leadership roles. Detail-focused and driven to help employees and employers succeed in meeting goals.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Service Manager

Wendys International
01.2022 - 12.2023
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Defined clear targets and objectives and communicated to other team members.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Generated customer satisfaction surveys to analyze results into action plans.
  • Created and reviewed invoices to confirm accuracy.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Gained strong leadership skills by managing projects from start to finish.

Digitizer

Complete Healthcare Services
06.2019 - 06.2021
  • Managed filing system, entered data and completed other clerical tasks.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Executed record filing system to improve document organization and management.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
  • Assisted development and implementation of new administrative procedures.
  • Processed customer orders accurately and within agreed timeframes to meet service standards.
  • Created and maintained databases to track and record customer data.
  • Assisted in the development of company-wide best practices for digitizing various materials such as documents, photographs, maps, and artwork.

CNA in Training

Home Health Services
06.2018 - 07.2018
  • Developed strong communication and organizational skills through working on group projects.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Passionate about learning and committed to continual improvement.
  • Developed strong organizational and communication skills through coursework and volunteer activities.

Customer Service Representative

Walmart
03.2015 - 11.2017
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Trained new personnel regarding company operations, policies and services.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed timely and effective replacement of damaged or missing products.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

Call Center Representative

Alorica
01.2016 - 06.2016
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Responded to customer calls and emails to answer questions about products and services.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Educated customers on company systems, form completion, and access to services.
  • Attended telephone skills and program information training sessions to boost aptitude.

Education

Goliath Academy
Palm Beach, FL
06.2019

Homestead Senior High School
Homestead, FL
06.2015

Skills

  • Coordinating Service Initiatives
  • Training and coaching
  • Goal Setting
  • Managing Operations and Efficiency
  • Problem Resolution
  • Cash Handling
  • Team Development
  • Customer Service
  • Work Planning and Prioritization
  • Administrative Support
  • Computer Skills
  • Time Management

Certification

  • CNA - Certified Nursing Assistant
  • Certified Food Handlers

Timeline

Customer Service Manager

Wendys International
01.2022 - 12.2023

Digitizer

Complete Healthcare Services
06.2019 - 06.2021

CNA in Training

Home Health Services
06.2018 - 07.2018

Call Center Representative

Alorica
01.2016 - 06.2016

Customer Service Representative

Walmart
03.2015 - 11.2017

Goliath Academy

Homestead Senior High School

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Karen Jones