Karen McKoy
North Carolina
Summary
Knowledgeable and professional receptionist, adept administrative support with over 10 years of customer service and working with data. I pride myself on planning, problem-solving, and analyzing data to influence decisions that impact customers/colleagues. I communicate with an efficient approach to ensure that each experience I provide results in a successful outcome. I am looking to leverage my love for data and experience in technology, to a more supportive role.
Overview
5
5
years of professional experience
Work History
Customer Relationship Advocate
Fidelity Investments
02.2023 - Current
- Ability to handle different types of situations
- Listening with compassionate skills to support customers
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
SCS Manage WiFi Tech Support
Spectrum
05.2022 - 02.2023
- Successfully walk customers through troubleshooting their internet
- Assure connection signals to wireless/wired networks
- Resourcefully log for service trouble, or outages in the area
- Identify inquiries of customers, and answer questions or concerns they have while building relationships that improve customer loyalty
- Verify connectivity between customer’s equipment and network, verify IP, browser settings
- Assist customer in adding devices into device management portal to ensure proper connection
- Check status of controller, Access Point, Switches and PDU
- Resetting Access points and resetting
- Create work orders in Agent OS and trouble ticket in remedy.
SCS Tech Support 2
Spectrum
05.2021 - 05.2022
- Successfully walk customers through troubleshooting their cable, internet, or voice services
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Answered use and repair questions via telephone requests.
- Assure connection signals including cable, internet and voice.
- Resourcefully log for service trouble, or outages in the area
- Identify inquiries of customers, and answer questions or concerns they have while building relationships that improve customer loyalty
- Review quality of work orders for proper coding and make sure work orders are closed
- Assign equipment to order, provision and activate
- Multitask with various systems to make sure serial numbers and mac addresses are correct, and consistent across all systems
- Ensure phone numbers have been imported accurately
SCS Tech Support 1
Spectrum
06.2020 - 05.2021
- Troubleshoot with customers
- Answered use and repair questions telephone requests.
- Supported customers with online billing, access and account issues.
- Troubleshoot cable and internet or send a technician if troubleshooting unsuccessful
- Guide customers in getting cable accessories to pair
Package Handler
Fedex Ground
04.2020 - 05.2020
- Unload sorting bins
- Assigning each bag with a barcode label
- Used RF scanner to scan packages
- Place bags in the proper area to be tagged and taken to distribution area to be loaded on trucks
- Promptly completed orders
- Assisted and help train new hires
- Scanned and sorted packages according to destinations and service type using handheld scanner.
Seasonal Customer Service Rep
Crate & Barrel
11.2018 - 01.2019
- Answered incoming calls and emails, providing frontline customer support or assistance with orders, products and service transactions
- Provided product information and suggested alternative product solutions based on customers’ needs
- Entered orders into systems and verified all information was accurate
- Provided delivery assistance to the customer including, but not limited to, scheduling deliveries, resolving delivery issues, ordering parts and entering return/replacements for shipped and/or delivered items
- Provided basic assistance for gift registry, such as helping customers maintain the registry
- Provided service solutions and/or compensation to appease customers based on guidelines
- Developed and maintained effective, collaborative relationships with company personnel and customers
- Adhered to all Customer Service Center Guidelines
- Developed strong customer relationships to encourage repeat business.
Temporary Tech Support
Valley View School District
04.2019 - June2019
- Unpacking and prepping systems for installation
- Installing, reimaging, configuring and deploying systems
- Relocating systems to alternative sites, cleaning and setting them up in new locations
- Asset management and associated inventory and security tasks as required
- Documenting tasks, following procedures and work flow
- Communicating with fellow technicians, users and service manager in an open, consistent and transparent manner
- Travelling from school building to school building, as needed
- Routinely reading documents for general understanding and for analytical purposes
- Troubleshot hardware issues and facilitate repairs to Chromebook(s)
- Utilizing technical, analytical and computer skills
Education
Diploma - Airframe And Powerplant
Michigan Institute of Aeronautics
05.1999
Skills
- Microsoft Office
- Analytical
- Customer Relations
- Problem-Solving Abilities
- Time Management
- Logistics / Shipping
- Microsoft Excel
- Team Player
- Creative Problem Solving
- Office Equipment Proficiency
- Inbound and Outbound Calling
- Call Center Operations
- Credit Card Payment Processing
- Order and Refund Processing
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Multitasking and Prioritization
References
REFERENCES
[Available upon request.
Timeline
Customer Relationship Advocate
Fidelity Investments
02.2023 - Current
SCS Manage WiFi Tech Support
Spectrum
05.2022 - 02.2023
SCS Tech Support 2
Spectrum
05.2021 - 05.2022
SCS Tech Support 1
Spectrum
06.2020 - 05.2021
Package Handler
Fedex Ground
04.2020 - 05.2020
Temporary Tech Support
Valley View School District
04.2019 - June2019
Seasonal Customer Service Rep
Crate & Barrel
11.2018 - 01.2019
Diploma - Airframe And Powerplant
Michigan Institute of Aeronautics
Similar Profiles
MICHAEL O'BRIENMICHAEL O'BRIEN
FIDELITY CLIENT SERVICES REPRESENTATIVE at Fidelity Investments - Fidelity Institutional (Fidelity Advisor Funds)FIDELITY CLIENT SERVICES REPRESENTATIVE at Fidelity Investments - Fidelity Institutional (Fidelity Advisor Funds)
Hemavathy MHemavathy M
Senior Digital Content Creator (Business Analyst) at Fidelity InvestmentsSenior Digital Content Creator (Business Analyst) at Fidelity Investments
Patty BarkerPatty Barker
Client Services Team Leader at Fidelity InvestmentsClient Services Team Leader at Fidelity Investments
Jack M. ConnersJack M. Conners
Client Services Intern at Fidelity InvestmentsClient Services Intern at Fidelity Investments
Isaiah K. CooperIsaiah K. Cooper
Operations & Client Services Associate at LPL Financial (Contracted via TEKsystems)Operations & Client Services Associate at LPL Financial (Contracted via TEKsystems)