Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

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, SC
05.1992

High School Diploma -

Burke High School
Charleston, SC
06.1985

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
Karen Rice-Scott