Karen Stokes
Freelance Contractor
Westmont,IL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
41
41
years of professional experience
4
4
years of post-secondary education
Work History
Tax Preparer
KARE The Ka$h Finder
WESTMONT, IL
01.2015 - Current
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Offered clients recommendations to reduce tax liabilities.
- Provided information about available products and services to clients, resulting in increased business opportunities.
Remote Reservation Specialist
Enterprise Holdings
Saint Louis, MO
01.2013 - 01.2015
- Assisted customers with making reservations and entered reservation details into computer system.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
Hybrid Customer Service Specialist
Other World Computing
Woodstock, IL
08.2010 - 06.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Assisted customers with opening accounts and signing up for new services.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
Personal Assistant
Illinois Department Of Human Services
Springfield, IL
12.2003 - 02.2010
- Remained alert to problems or health issues of clients and competently responded.
- Planned activities to encourage movement, stretching and strength building.
- Planned healthy meals, purchased ingredients and cooked meals to provide adequate nutrition for client wellbeing.
- Assisted with daily living activities, running errands and household chores.
- Transported individuals to events and activities, medical appointments and shopping trips.
Assistant Manager
Elegant Express
Rolling Meadows, IL
10.1996 - 01.2004
- Created employee schedules to align coverage with forecasted demands.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Introduced new products or services, increased marketing activities and improved customer service to drive sales.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
Customer Support Specialist
IL Bell/Ameritech/SBC/AT&T
Arlington Heights, IL
09.1985 - 03.2002
- Crafted intelligent, professional responses to emailed and web chat customer questions.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted available products and services to customers during service, account management and order calls.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Updated account information to maintain customer records.
- Recorded account information to open new customer accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
No Degree - Business Management
William Rainey Harper College
Palatine, IL 05.2001 -
High School Diploma -
William Fremd High School
Palatine, IL 09.1981 - 06.1985
Skills
Local, state and federal tax returns
Corporate tax preparation
Payroll familiarity
Tax reporting
Tax return preparation
QuickBooks proficiency
Tax-related research
Deductions listing
Verbal/written communication
Document preparation
Interpersonal strengths
Information processing
Time management
Filing system management
Mathematical calculations
Sales expertise
Complaint resolution
Technical Support
Route dispatch
Money handling abilities
Creative problem solving
Professional telephone demeanor
Documentation and reporting
Service recommendations
Call center operations
Database Management
Written and oral communication
LiveChat
Account management
Retail store support
Key stakeholder relationship building
Multi-line phone talent
Stocking and replenishing
Recordkeeping strengths
Timeline
Tax Preparer
KARE The Ka$h Finder
01.2015 - Current
Remote Reservation Specialist
Enterprise Holdings
01.2013 - 01.2015
Hybrid Customer Service Specialist
Other World Computing
08.2010 - 06.2012
Personal Assistant
Illinois Department Of Human Services
12.2003 - 02.2010
No Degree - Business Management
William Rainey Harper College
05.2001 -
Assistant Manager
Elegant Express
10.1996 - 01.2004
Customer Support Specialist
IL Bell/Ameritech/SBC/AT&T
09.1985 - 03.2002
High School Diploma -
William Fremd High School
09.1981 - 06.1985