Karen Massey
Ball Ground,GA
Summary
Ability to adapt to new surroundings. Over 28 years in customer service management. Handling companies top most profitable accounts. Adapting to propriety software and training new employees on new software. I have years of experience in not only management collections, accounting, scheduling, but also handling customer's escalations. Evaluating ,defusing, and resolving their issues to ensure success with that customer in the future. I am a team player that takes great pride in being a part of a company that I help thrive. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. I am great with multitasking and working in a high pace environment.
Overview
20
20
years of professional experience
Work History
Customer Service
Williams-Sonoma, Inc
Ball Ground, GA
10.2021 - Current
- Managing 4 teams to train and help them meet their goals monthly
- Training on software and how to be efficient with their work and helpful to the customers.
Operations Manager
KATZ Roofing and Restoration
Hoschton, GA
01.2015 - 01.2020
- Manage day to day operations
- Marketing, managing website
- Payroll, accounting, construction schedule, supply orders
- Training all new hires
- Customer service on the phone and in person
- Invoicing and billing
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Devised processes to boost long-term business success and increase profit levels.
- Partnered with vendors and suppliers to effectively manage and budget.
- Investigated and resolved departmental non-conformances.
- Trained new employees on proper protocols and customer service standards.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Promoted positive customer experience through day-to-day supervision and management of [Type] facility.
Customer Service Manager
Thornton Brothers Inc
Athens, GA
01.2008 - 01.2011
- Partnered with sales, purchasing, and logistics team managers to strategize on meeting monthly goals and quotas
- Handled financial business to business transactions and ensured proper account balances up to $20,000 daily; issued contracts, receipts, refunds, and credits,
- Provided excellent customer service skills in a time-intense environment
- Negotiated with vendors to ensure quality and pricing of products required from sales representatives
- Worked with a team of 9 sales representatives and managed their 74 accounts processing over 150 orders weekly
- Managed a team of customer service representatives, maximized each employees' potential by delegating to members' strengths
- Screened applicants monthly for appropriate job qualifications
- Was entrusted personally to manage the top 10 accounts in the organization
- Was a major contributor to providing business requirements during new software system implementation
- Single handedly retrained entire customer service staff to meet quotas and improve their organizational skills
Assistant Manager 1
st Franklin Financial
Athens, GA
01.2005 - 01.2008
- Repossession, collection, and skip tracing on 250 accounts weekly
- Processed 170 loans and applications monthly
- Lead software (Gold Teller) trainer for entire region encompassing of 6 branches; created multiple training manuals and lead bi-weekly training workshops
- Performed one on one training for all new employees
- Maintained dealer contracts and transactions totaling over $10,000 weekly
- Handled deposits and payments on accounts averaging $28,000 weekly
Branch Manager
Covington Credit
Athens, GA
01.1997 - 01.2005
- Collected and solicited 300 accounts weekly to meet monthly goals
- Processed 300 loans and applications monthly
- Consistently and successfully exceeded weekly and monthly branch goals and standards
- Assured employee and self goals aligned with the organization's mission and strategy
- Responsible for each individual hire from start (application submission) to end (end of probation period)
- Worked 7 days/week averaging 60 plus hours/week
- Technical
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Gathered and reviewed customer feedback to improve operations.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Protected company assets with strategic risk management approaches.
- Produced reports outlining financial data to assist management with making strategic plans and operational decisions.
- Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
- Recommended loan approvals and denials based on customer loan application reviews.
- Submitted loan applications to loan underwriter for verification and recommendation.
- Increased monthly staff retention rate after implementing new training programs.
- Expanded territory by negotiating beneficial deals for principle product sales, distribution and service.
- Reviewed and edited loan agreements to promote efficiency and accuracy.
- Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
- Evaluated applications against outline specifications to approve, reject or recommend adjustments files.
Skills
- Customer Relationship Management
- Customer Relations
- Identifying and resolving common customer issues
- Excellent customer service skills in a call center setting
- 10 plus years' experience in the Financial Industry
- Dedicated, enthusiastic, and motivated personality
- Staff Management
- Easily adaptable to unknown software systems
- Work in high stress busy environments and ability to work in a multitude of team structures
- Effectively communicate with people inside and outside an organization
- Excellent management and organization skills
- Various ERP (Enterprise resource planning) systems
- Training and Development
- Google Docs & Microsoft Word, Excel, PowerPoint, Outlook
- Marketing
- Website Maintenance
- Website Design
- Administrative Experience
- Collections
- Customer Service
- Team building Qualities
- Agile
- Business Analysis
- Assessments
- Scheduling
- Strategic planning
- Business Development
- Financial Management
- Written Communication
- Planning and Coordination
- Self-Motivated
- Team building
- Problem-Solving
Timeline
Customer Service
Williams-Sonoma, Inc
10.2021 - Current
Operations Manager
KATZ Roofing and Restoration
01.2015 - 01.2020
Customer Service Manager
Thornton Brothers Inc
01.2008 - 01.2011
Assistant Manager 1
st Franklin Financial
01.2005 - 01.2008
Branch Manager
Covington Credit
01.1997 - 01.2005
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