Summary
Overview
Work History
Education
Skills
Timeline
Training
Generic

Karen Solone Hughes

COLUMBIA,SC

Summary

Versatile professional with a background spanning customer service excellence, Human Resource (HR) administration, loss prevention management, and bookkeeping. Adept at handling sensitive issues with discretion, fostering team collaboration, and implementing safeguards to reduce risk. Known for reliability, adaptability, and commitment to organizational success.

Overview

27
27
years of professional experience

Work History

Customer Service Pro

Verizon Wireless
07.2014 - 10.2023
  • Assisted High valued customers with billing inquires, tech support, and product sales
  • Providing font-line training to new hires and junior representatives
  • Consistently exceeded performance metrics, including first call resolution and upselling goals
  • Applying problem-solving and negotiation skills on escalated calls to reduce churn for customer retention

Global Support Coordinator

Verizon Wireless
02.2007 - 08.2010
  • Provided worldwide support for local and business customers traveling outside of the United States
  • Managed and tracked global service tickets to resolve complex service issues, educated customers on global device use, rates and coverage to avoid escalations
  • Proficient in use of Workflow Manager, assisted daily fall out reports and remedy tickets
  • Served as the primary mediator between customers across time zones and tech support

Loss Prevention Manager

Micro Center Computer Store
10.2002 - 03.2005
  • Managed, promote and maintained the company’s loss prevention and safety programs
  • Established the company New Hire Training on fraud and theft policies
  • Conducted internal and external investigations into theft, fraud, and policy violations
  • Responsible for observing and monitoring customers as well as the associate's daily activities to deter shoplifting or any other potential fraud
  • Conducted daily audits regarding bookkeeping, truck manifests, merchandise returns and maintain security cameras and lock boxes

Loss Prevention Associate

Penske Auto Center
02.1999 - 04.2002
  • Performed and managed company's background screening process using a third party to ensure accuracy
  • Reviewed employment applications to identify fraudulent, incomplete, or misleading information
  • Responsible for reporting loss of company funds due to theft or robbery

Accounts Payable

Penske Auto Center
03.1997 - 04.2002
  • Processed vendor invoices, employee expense reports, and payroll accounts accurately and on time
  • Communicated with vendors and employees to address billing or payroll issues promptly
  • Responsible for reviewing and verifying necessary corrections for employee work hours
  • Trained management teams on system programming and proper use of the Kronos System

Education

Bachelor's degree - Sociology, Business Administration

Charleston Southern University
01.1993

Skills

  • A Certification (not yet complete)
  • Oracle Accounting Software
  • Subject Matter Expert (SME) credits
  • Poised under pressure
  • Quality Assurance, Top 100 Agents
  • Top 20 sales 2006 and 2022
  • Excellent written and oral communication

Timeline

Customer Service Pro

Verizon Wireless
07.2014 - 10.2023

Global Support Coordinator

Verizon Wireless
02.2007 - 08.2010

Loss Prevention Manager

Micro Center Computer Store
10.2002 - 03.2005

Loss Prevention Associate

Penske Auto Center
02.1999 - 04.2002

Accounts Payable

Penske Auto Center
03.1997 - 04.2002

Bachelor's degree - Sociology, Business Administration

Charleston Southern University

Training

  • A+ Certification (previously enrolled)
  • Proficient in Microsoft Office Software
  • Oracle Accounting Software
  • Peachtree Accounting Software
  • Kronos Payroll System
  • HireRight Background Screening
  • Accurint People Search, Web Based Information
  • Loss Prevention Awareness, with Certificate 2002, 2003
  • Detecting Retail Fraud 2002, 2003
  • Detecting Check and Credit Card Fraud 2002, 2003

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Karen Solone Hughes