KAREN R. WALKER
Charleston,SC
Summary
Dedicated customer service professional with 25 plus years supervisory experience providing outstanding customer service and exceptional speed in analysis. Currently hold an active secret clearance.
Professional with strong experience in passport services and client support. Skilled in documentation, data management, and customer service. Known for teamwork, adaptability, and delivering results. Reliable with excellent problem-solving and communication abilities.
Overview
28
28
years of professional experience
Work History
Passport Support Associate/SA3B
Altron Inc.
Charleston, South Carolina
01.2020 - 11.2024
- Company Overview: Contractor for the Charleston Passport Center
- Receive, sort, open, and login all return to sender's passport books, passport cards, and documents according to established procedures
- Contact 30+ applicants a day via phone, and e-mail confirming the correct address also using USPS zip code look up by address, Fast People Search, and Melissa Data
- Perform searches as requested for customer applications and use troubleshooting skills in connection with information given by the TDIS inquiry, Consular Consolidated Database
- Generate Informational Request Letters (IRLs) and emails that clearly convey requests for additional information from passport applicants
- Trained over 20 Passport Support Associates from other departments return to sender procedures and was able to reduce the backlog of 9,500 50% in two weeks
- Contractor for the Charleston Passport Center
- Supported interdepartmental collaboration by actively participating in cross-functional meetings and initiatives, fostering a cohesive work environment focused on achieving organizational goals.
- Improved passport processing times by implementing efficient document verification techniques.
Package Center Supervisor
United Parcel Service
New York, NY
07.1996 - 03.2019
- Received and resolved a high influx of inbound and outbound calls concerning customer complaints
- Processed payroll daily for 130 employees using Global Timecard System, tracking days off, call outs, scheduled vacations, and holidays
- Worked with HR to keep employee records updated and supported employee's confidential information with accuracy and confidentiality
- Created team adherence spreadsheets to provide daily reporting of late airs, customer complaints
- Training coordinator for all new hires and 10 seasonal helpers monthly during peak events
Credit Derivatives Analyst
Citigroup
New York, NY
03.2005 - 05.2009
- Managed pre and post quarterly settlements for Credit Default Swaps for broker-dealers and non-brokerdealers who are Depository Trust and Clearing Corporation (DTCC) participants
- Interacted daily with assigned counterparties, and middle office to ensure required trade details are obtained correctly and set up on time to confirm coupon payments
- Thoroughly investigated trade coupon discrepancies by obtaining confirmation documents such as novation consents, and trade recaps
- In addition to using past settlements, DTCC confirmations
Education
Associate degree - Business Administration, Accounting
Berkeley College
New York, NYSkills
- Microsoft Office
- Management Records
- Payroll
- Travel Document Issuance (TDIS) System
- Consular Consolidated Database (CCD)
- Digital Imaging
- Client Relation Skills
- Document verification
- Policy compliance
- Cross-functional coordination
- Filing systems
- Confidentiality
- Regulation compliance
- Teamwork
- Application processing
Timeline
Passport Support Associate/SA3B
Altron Inc.
01.2020 - 11.2024
Credit Derivatives Analyst
Citigroup
03.2005 - 05.2009
Package Center Supervisor
United Parcel Service
07.1996 - 03.2019
Associate degree - Business Administration, Accounting
Berkeley College