Karen Shea

Work Preference

Job Search Status

Open to work

Desired start date: 2 weeks notice

Desired Job Title

Customer Service/Customer Support RepresentativeHead Veterinary TechnicianChat Support RepresentativeEmail Support Representative

Work Type

Part Time

Location Preference

Remote

Important To Me

Work-life balanceWork from home option4-day work weekFlexible work hoursHealthcare benefitsPaid time offPaid sick leave401k matchCareer advancementPersonal development programs

Summary

Engaging Customer Service Representative with a strong track record in building client relationships and enhancing customer satisfaction. Collaborative team player focused on contributing to organizational success through effective communication and partnership development. Committed to delivering results and fostering lasting connections that drive business growth.

Overview

32

years of professional experience

Work History

Chat Advisor (volunteer)

Career Village

Lake Mary

04.2026 - Current

Guided users on career-related questions and resources to enhance decision-making.
Assisted users in discovering their skills and interests for informed career choices. for targeted career development.
Utilized online platforms to connect with diverse individuals seeking career advice.
Facilitated user discussions to share insights and experiences, fostering a supportive community.
Assessed customer needs, identified problems, and offered solutions through chat.
Communicated effectively with customers using appropriate language during each conversation session via chat service.
Obtained customer feedback to assess satisfaction following live chat support interactions.
Developed informative content addressing common career challenges faced by users.

Health and wellness break

None Yet

Lake Mary, FL

04.2004 - 04.2026

Implemented innovative solutions to alleviate symptoms of diagnosed medical conditions, improving patient comfort and quality of life.
Scheduled medication reminders to improve patient adherence to prescribed treatment, enhancing overall treatment effectiveness.
Developed a medication administration system to prevent unintentional duplication of medication or missed doses that reduced patient error by 68%
Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Developed functional solutions to address challenges, resulting in measurable cost savings for the organization.
Prioritized and organized tasks to efficiently accomplish service goals.
Completed day-to-day duties accurately and efficiently.

Caregiver (live-in after knee replacement surgery)

Mother (mine)

Sanford, Florida

05.2006 - 08.2006

Assisted with daily personal care and hygiene needs.
Managed medication schedules and reminders effectively.
Monitored health status and reported changes promptly.
Provided consistent companionship and emotional support to foster positive mental well-being.
Encouraged independence by promoting self-care skills in bathing, grooming, and toileting.
Assisted with ambulation by providing support during transfers from bed to chair or wheelchair.
Assisted clients with transfers between beds and wheelchairs to ensure comfort and safety.
Maintained clean, organized environment to enhance client comfort and safety.
Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
Prepared nutritious meals according to dietary preferences.
Followed care plan and directions to administer medications.
Drove clients to doctors' appointments and social outings.

Customer Service/Customer Support Representative

Bank One

Lake Mary, FL

12.1998 - 04.2004

Answered support calls to learn about and address customer needs, complaints or other issues with products or services.
Resolved customer complaints with empathy and effective problem-solving skills.
Delivered customer service support via phone and email, ensuring timely resolution of inquiries.
Utilized active listening skills to accurately capture customer needs and enhance service quality. with callers to confirm or clarify information and diffuse anger.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Troubleshot customer issues using remote access software tools.
Provided product information and support to enhance customer experience.
Identified potential issues that could lead to customer dissatisfaction or lost sales opportunities.
Logged customer correspondence in CRM, facilitating tracking of requests and solutions.
Kept accurate records of customer interactions and transactions to support service quality.
Adhered strictly to company's policies and procedures when interacting with customers.
Assisted in training new associates on customer service best practices.
Delivered technical assistance to troubleshoot customer problems.
Participated in regular training sessions to stay abreast of new products and services offerings, policies and procedures changes.
Maintained positive working relationship with fellow staff and management.

Head Veterinary Technician

Geneva Oaks Animal Hospital

Geneva, Florida

05.1994 - 12.1998

Deep understanding of animal diseases, medical terminology, and the progression of treatments.
Assisted veterinarians in diagnosing and treating patients, contributing to effective care outcomes.
Ensured proper medication delivery to support patients' recovery.
Guided clients on pets' health and well-being, enhancing their understanding and compliance with treatment plans.
Analyzed complex information and communicated insights clearly to clients and team members, facilitating informed decision-making.

Education

Some College (No Degree) - Psychology

Kaplan College, Renton, WA

GPA 4.0
Admission to the Dean’s list
Studied English and Introduction to Paralegal Studies

Skills

Customer service
Client education
Conflict resolution
Relationship building
Information analysis
Effective communication
Attention to detail
Time management
Problem solving

Email management
Scheduling
Adaptability and flexibility
Medical terminology
Documentation
Positive and professional
Problem-solving
Data entry
Live chat support

Timeline

Chat Advisor (volunteer) - Career Village

04.2026 - Current

Caregiver (live-in after knee replacement surgery) - Mother (mine)

05.2006 - 08.2006

Health and wellness break - None Yet