Karen Rice-Scott
Newark,NJ
Summary
- Detail-oriented team player with strong organizational skills. Ability to handle projects with a high degree of accuracy.
- Remote worker since 2015.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
MMC - CoverVA
Remote
02.2023 - 03.2023
- Answered 15-20 daily customer telephone calls promptly to avoid on-hold wait times.
- Educated customers about coverage and connected to appropriate helplines.
- Updated account information to maintain customer records.
- Investigated and resolved customer inquiries and complaints quickly.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Met customer call guidelines for service levels, handle time and productivity.
- Participated in team meetings and training sessions to stay informed about project changes.
Customer Service Representative
MMC - NJSBE
Remote
11.2022 - 02.2023
- Managed flow of 20 daily customer calls with minimal wait times.
- Actively listened to customers, handled concerns and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about project changes.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
MMC - COVAX
Remote
12.2021 - 11.2022
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Scheduling assistance and information for callers regarding COVID- 19 through an inbound call center.
- Met customer call guidelines for service levels, handle time and productivity.
- Participated in team meetings and training sessions to stay informed about project changes.
Customer Service Representative
Wine.com
Remote
11.2021 - 12.2021
- Assisted 20-25 customers daily via email, telephone or chat with orders during peak sales season.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Data Sorting & Organization
Upwork.com
Remote
11.2015 - 06.2018
- Reviewed, processed and distributed between 100 - 200 documents/ day to assigned teams for processing.
- Reported discrepancies as discovered to management for resolution.
Customer Support Representative
Upwork.com
Remote
03.2016 - 07.2016
- Connected with 10-15 customers daily to address questions and resolve issues.
- Addressed website questions (assigned tickets) via online chat.
AR Collection Specialist
Upwork.com
Remote
01.2015 - 03.2016
- Made weekly assigned calls (20-30) on past due accounts for payment by phone or established payment agreements.
- Maintained accurate records of customer accounts, payments and payment plans.
- Worked with customer to create debt repayment plan based on current financial condition.
Content Writer
Upwork.com
Remote
04.2015 - 05.2015
- Created 10-15 pieces of daily content for websites and online publications.
- Completed accurate and polished formatting in line with publishing standards prior to submission.
Mystery Shopper
Upwork.com
Remote
02.2015 - 04.2015
- Contacted 10-20 assigned stores daily to inquire about product availability.
- Prepared weekly report to owner of findings.
Data Entry Specialist
Upwork.com
Remote
12.2014 - 01.2015
- Collated and organized data entry documents (15-20 per day) for easy access.
- Compiled and verified accuracy and sorting information to prepare source data for computer entry.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Resolved discrepancies in data entry activities for accurate, complete jobs.
Education
No Degree - Business Administration
Claflin University
Orangeburg, SC05.1992
High School Diploma -
Burke High School
Charleston, SC06.1985
Skills
- Genesys and Connection Point phone systems
- Virtual Assistance
- Data Entry
- Customer Service
- Microsoft Office Suite
- Google Docs
- IOS and Windows systems
- Zendesk (Less than 1 year)
Timeline
Customer Service Representative
MMC - CoverVA
02.2023 - 03.2023
Customer Service Representative
MMC - NJSBE
11.2022 - 02.2023
Customer Service Representative
MMC - COVAX
12.2021 - 11.2022
Customer Service Representative
Wine.com
11.2021 - 12.2021
Customer Support Representative
Upwork.com
03.2016 - 07.2016
Data Sorting & Organization
Upwork.com
11.2015 - 06.2018
Content Writer
Upwork.com
04.2015 - 05.2015
Mystery Shopper
Upwork.com
02.2015 - 04.2015
AR Collection Specialist
Upwork.com
01.2015 - 03.2016
Data Entry Specialist
Upwork.com
12.2014 - 01.2015
No Degree - Business Administration
Claflin University
High School Diploma -
Burke High School