KAREN SPRAKE
Bunn,NC
Summary
Experienced Customer Service Representative with 20+ years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Uhaul
05.2018 - 07.2019
- Assisted over 75 customer calls per day with problems with their reservations, helped make reservations, took payments, requested refunds, took payments for storage units, helped reserve storage units
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Administrative Assistant
Benchmark Management Group, Inc.
10.1999 - 12.2001
- Assisted President of company with customer calls and problems
- Scheduled Homeowner Association Meetings for over 100 HOA's, took minutes and published minutes
- Scheduled President's meetings with customers, HOA board members, outside vendors
- Scheduled maintenance repairs on daily basis
- Executed record filing system to improve document organization and management.
- Scheduled monthly office meetings and client appointments for staff teams.
- Created and maintained databases to track and record customer data.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Assisted development and implementation of new administrative procedures.
- Drafted correspondence and other documents for CEO and department heads in company's voice.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Volunteered to help with special projects of varying degrees of complexity.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Liaised between clients and vendors and maintained effective lines of communication.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Transcribed and organized information to assist in preparing speeches and presentations.
Education
Associate of Science - Accounting And Business Management
American Intercontinental University
Atlanta, GA01.2007
High School Diploma -
Stafford High School
Stafford, CT06.1978
Skills
- Customer service
- Data entry
- MS Office proficiency
- Strong verbal communication
- Complaint resolution
- Computer proficient
- Professional telephone demeanor
- Self-motivated
- Data Entry
- Professional Telephone Demeanor
- Call Center Operations
- Computer Proficiency
- Conflict Resolution
- Customer Service
Timeline
Customer Service Representative
Uhaul
05.2018 - 07.2019
Administrative Assistant
Benchmark Management Group, Inc.
10.1999 - 12.2001
Associate of Science - Accounting And Business Management
American Intercontinental University
High School Diploma -
Stafford High School
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