Karen Jones
Florence,AL
Summary
Dynamic Resolution Specialist with a proven track record at Hearth Brands, excelling in conflict resolution and problem-solving. Expertly managed high-stress situations, enhancing customer loyalty through empathetic service. Trained new team members, fostering collaboration and consistency, while maintaining meticulous records to streamline processes and improve efficiency.
Overview
18
18
years of professional experience
Work History
Resolution Specialist
Hearth Brands
09.2017 - Current
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Trained new team members on company policies and resolution techniques, ensuring consistency in service delivery across the team.
Customer Service Representative
Birthday Direct
09.2007 - 09.2017
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
Bachelor Of Arts - Arts
05.2003
Skills
- Conflict resolution skills
- Information collection
- Negotiation management
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Organizational skills
- Team collaboration
Timeline
Resolution Specialist - Hearth Brands
09.2017 - Current
Customer Service Representative - Birthday Direct
09.2007 - 09.2017
Athens State University - Bachelor Of Arts, Arts
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