Karen Moore
Humble,TX
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. 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. Organized Special Case Handling rep with experience completing projects by leveraging top-notch prioritization and multitasking skills. Resourceful and collaborative with extensive knowledge of maintaining customer relationships, keeping detailed records and promoting excellence in customer interactions. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
22
22
years of professional experience
Work History
Customer Service Specialist
DXC
Tulsa, OK
11.2016 - 11.2020
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered average of 12 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Recorded product or service failure complaints and notified appropriate departments.
- Maintained financial accounts by processing customer adjustments.
Research and Resolutions Analyst
MetLife
Tulsa, OK
01.1999 - 11.2016
- Collected and analyzed data on customer service representatives in the call center and other administrative unit associates affecting annuity provisions and services.
- Created and managed database of information gathered from research.
- Created and presented real-time reports on current data to upper management.
- Collated information to interpret data for clients.
- Recorded data in excel databases, streamlining analysis procedures for efficiency and accuracy.
Customer Service Representative
Metlife
Tulsa, OK
07.1994 - 01.1995
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns dealing with life insurance provisions and variable products
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Effective liaison between customers and internal departments.
- Facilitated inter-departmental communication to effectively provide customer support.
Education
No Degree - Business Administration And Finance
Oklahoma State University
Stillwater, OKSkills
- Building Customer Trust and Loyalty
- Customer Service and Assistance
- Responding to Difficult Customers
- Courteous with Strong Service Mindset
- Data Entry and Maintenance
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Customer Retention Strategies
- POS Systems and Ordering Platforms
- Effective Written and Verbal Communication
- Special Requests
- Issue and Complaint Resolution
- Valid Driver's License
- Customer Data Confidentiality
Affiliations
LOMA, FINRA
Timeline
Customer Service Specialist
DXC
11.2016 - 11.2020
Research and Resolutions Analyst
MetLife
01.1999 - 11.2016
Customer Service Representative
Metlife
07.1994 - 01.1995
No Degree - Business Administration And Finance
Oklahoma State University
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