Karen Marves
New Caney,TX
Summary
Dynamic individual with hands-on experience in managing customer service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
30
30
years of professional experience
Work History
Teleservice Representative
Social Security Administration, SSA
05.2024 - Current
- Handled 50+ inbound calls per day, providing professional, friendly and efficient service to ensure customer satisfaction.
- Achieved high first-call resolution rates by effectively troubleshooting customer issues.
- Navigated complex software systems to access customer information quickly and accurately during calls.
Program Supervisor V
TXDPS
09.2011 - 05.2024
- Assign, train, and supervise the work activities of staff and monitor workflow and workload to ensure quality work is completed timely and in compliance with state and Federal laws and Division policy.
- Managed over 70 employees in a driver license mega center environment.
- Utilized trends and data for decision-making and program development.
- Researched best practices and developed strategies to improve efficiencies to provide excellent customer service experiences.
- Facilitated regular team meetings, keeping staff informed about updates, changes, or upcoming developments related to their job field.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
Branch Operations Manager
Regions Bank
04.2010 - 09.2011
- Ensured compliance with regulatory standards, minimizing risks associated with branch operations.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Performed monthly compliance checks.
- Organized staff schedules to ensure adequate coverage during peak business hours while maintaining employee satisfaction.
Assistant Branch Manager, Operations
Capital One
04.1996 - 04.2010
- Streamlined branch operations to enhance customer service and improve overall efficiency.
- Managed staff performance through coaching and mentoring, fostering a culture of excellence.
- Developed operational strategies aligning with corporate goals, driving process improvements across teams.
- Implemented technology solutions to optimize workflows and reduce manual errors in daily operations.
- Managed multiple locations and supervised over 25 employees including personal bankers and tellers.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
Education
No Degree -
University of Louisiana At Monroe
Monroe, LAHigh School Diploma -
Bolton High School
Alexandria, La05-1985
Skills
- Attention to detail
- Customer service
- Adaptability and dependability
- Reliable and punctual
- Verbal and written communication
- Inbound and outbound calls
- Product knowledge
- Strategic Decision-making
Timeline
Teleservice Representative
Social Security Administration, SSA
05.2024 - Current
Program Supervisor V
TXDPS
09.2011 - 05.2024
Branch Operations Manager
Regions Bank
04.2010 - 09.2011
Assistant Branch Manager, Operations
Capital One
04.1996 - 04.2010
No Degree -
University of Louisiana At Monroe
High School Diploma -
Bolton High School