Summary
Overview
Work History
Education
Skills
Timeline
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Karen Pouncy

Country Club Hills,IL

Summary

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. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

8
8
years of professional experience

Work History

Customer Service Rep -CS&S (Customer Care)

Southwest Airline
01.2018 - Current
  • Exceptional adaptability working in a fast paced environment
  • 25-35 customer calls per day
  • Monthly exceptional customer reviews, perfect scores
  • Securing and creating reservations
  • Flight changes or issues with delay
  • Rapid Rewards account maintenance
  • Sincere compassion for customers and their traveling needs
  • Efficient in educating customers and new hires on requirements and guidelines for safety compliance with state, government and company policies
  • Perfectionist with handling unusual incidents with the desire to lead, provide optimal companionship or care to others
  • Desire to stay abreast with new policy and procedures as well as trainings
  • Extreme flexibility under pressure
  • Independent and team work oriented
  • Responds proactively and positively to rapid change

Residential Sales Consultant

Wide Open West
06.2016 - 12.2018
  • Executed Individual Education Plan by creating tailored material for individuals resulting in successful outcomes
  • Accurate data entry in compliance with State Board requirements
  • Provided analytical support and feedback for best practices for old and new customers
  • Completed accurate intake procedures and carefully completed paperwork
  • Tier 3 ambassador taking part in internal and external company events
  • Exceptional follow up on customer status and progress with executive officials and representatives
  • Accounts receivable and application processing
  • Proficiently created reports for customers and subsidiary departments across company
  • Served as liaison with vendors by building successful and profitable partnerships
  • Provided new employee department training successfully
  • Gained cross-functional experience due to flexibility.

Education

General Educational Development (GED) -

Moraine Valley Community College
Palos Heights, IL

Skills

  • Communications
  • Team Management
  • Operational Improvement
  • MS Office
  • Business Operations
  • Complaint resolution
  • Product Knowledge
  • Problem-solving abilities
  • Staff Training
  • Product Sales

Timeline

Customer Service Rep -CS&S (Customer Care)

Southwest Airline
01.2018 - Current

Residential Sales Consultant

Wide Open West
06.2016 - 12.2018

General Educational Development (GED) -

Moraine Valley Community College

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Karen Pouncy