Karen Matthews
Norristown,PA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry.
Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
24
24
years of professional experience
Work History
Clinical Study Specialist
PPD Development
Collegeville
01.2020 - Current
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
Customer Service Representative
Victory Landscaping
Audubon, Pa
03.2002 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Handled customer inquiries and suggestions courteously and professionally.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Medical Assistant
PMA Medical Associates
Collegeville, Pa
02.2014 - 01.2020
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Streamlined office operations by managing inventory levels, ordering supplies, and organizing storage areas.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
Education
Associate of Applied Science - Medical Assistant
Lansdale School of Business
North Wales, PA06.2004
Skills
- Resource Allocation
- Root Cause Analysis
- Emergency Response
- Quality Assurance
- Supply Management
- Customer Relations
- Expert in Microsoft Office
- Management Collaboration
- Proficient in Microsoft Office
- Expert problem-solving
- Market research
- Performance monitoring
- Technical expertise
Proficient in Sign Language
I am a daughter of 2 deaf parents. I have grown up signing for my parents.
I am very proficient in helping out deaf people if needed.
Timeline
Clinical Study Specialist
PPD Development
01.2020 - Current
Medical Assistant
PMA Medical Associates
02.2014 - 01.2020
Customer Service Representative
Victory Landscaping
03.2002 - Current
Associate of Applied Science - Medical Assistant
Lansdale School of Business