Summary
Overview
Work History
Education
Skills
Timeline
Generic

Karen Villafan

San Pablo,CA

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

11
11
years of professional experience

Work History

GSRS Consulatant

Manpower for Google
Remote, CA
03.2024 - Current
  • Conducted verification of identity documents and other related paperwork.
  • Assisted with employee access control to ensure compliance with security policies.
  • Provided support in troubleshooting badge reader issues and resolving technical problems.
  • Responded promptly to employees inquiries and complaints regarding badging services.
  • Performed color correction and retouching of photos.
  • Participated in meetings with clients to discuss project requirements.

Illness Response Specialist

Manpower for Google
Remote
07.2022 - 03.2024
  • Served as key corporate representative, liaising with various parties in support of operational excellence.
  • Created reports to monitor progress on projects and initiatives.
  • Ensured compliance with relevant legislation when carrying out liaison activities.
  • Conducted research investigations fot Googler needs and preferences in order to develop solutions that meet their requirements.
  • Researched and quickly resolved Googlers issues.
  • Utilized effective interpersonal and active listening skills during investingation reports with COVID-19 cases.
  • Delivered personalized written support via email with instructions regarding COVID-19 RTO procedures.
  • Responded promptly to queries from Googlers or other stakeholders regarding COVID-19.
  • Maintained up-to-date records of all interactions with Googlers or clients.
  • Maintained composure and patience in dealing with pushback.
  • Handled multiple tasks simultaneously, including talking with and listening to Googlers while accessing, reading and inputting information into numerous applications.
  • Updated information and details of cases and inquiries in customer service database for future reference.
  • Upheld privacy and security requirements
  • Achieved high quality marks on quality assurance evaluations

Customer Service Representative

SynapseFi
San Francisco, CA
12.2019 - 06.2020
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Set up and activated/deactivated customer accounts.
  • Documented conversations with customers to track requests, problems and solutions.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Maintained excellent customer satisfaction through polite, calm demeanor.
  • Researched and quickly resolved customer issues.
  • Delivered answers to customer questions and concerns regarding banking issues.
  • Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
  • Collaborated in development of temporary credit procedures.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Delivered step-by-step instructions to clients on navigating system and explained all self-service options.
  • Delivered personalized written support via email with instructions regarding banking issues.
  • Resolved payment issues efficiently to improve customer satisfaction and loyalty.
  • Maintained composure and patience in dealing with aggressive customers.
  • Retained high level of knowledge of company's products and services to deliver information on complementary offerings and increase cross-selling.
  • Assisted customers with questions regarding products and services, delivering exceptional experiences through responsive service.
  • Relayed customer feedback, highlighting improvement opportunities to future product, marketing and customer support initiatives.
  • Generated summaries on issues, refunds and replacements, sending detailed updates to customers.
  • Handled multiple tasks simultaneously, including talking with and listening to customers while accessing, reading and inputting information into numerous applications.
  • Updated information and details of calls and inquiries in customer service database for future reference.
  • Upheld privacy and security requirements
  • Achieved high quality marks on quality assurance evaluations

Customer Service Representative

Matrix Aviation
07.2019 - 12.2019
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Escalated customer concerns, airline issues and inventory requirements to supervisors.
  • Worked under strict deadlines and responded to service requests and emergency call-outs.
  • Assisted 150+ customers per day, greeting with upbeat attitude and positive communication skills. I like to personalize my customer service by bringing stickers for the younger passengers.
  • Upheld privacy and security requirements established by US Homeland Security regulatory agencies.
  • Ranked as most effective in taking initiative to organize work space out of 10 representatives.
  • Referred guests to local restaurants and recommended attractions in area.
  • Sold, printed and issued flight tickets to customers following all applicable guidelines.
  • Printed itineraries and tickets for average of 150+ passengers a day.
  • Followed company regulations and rules promoting safe environment for both travelers and employees.
  • Checked tickets and identifying paperwork for verification of individual identities.
  • Promoted efficient use of storage space by instructing passengers on best methods for stowing luggage in overhead compartments and under seats.
  • Ensured that guest complaints were handled in the most effective manner possible and that complimentary services were offered for hardship cases.
  • Addressed customer inquiries via email, telephone calls or in person, providing prompt response or follow-up.
  • Monitored reservations to track incoming parties and special events.
  • Maintained smooth operations by correctly assigning seats on the aircraft and coordinating efficient guest check-ins.

Front Office Cashier

City Of Richmond Ca
Richmond, CA
04.2014 - 12.2019
  • Answered phone calls to assist customers with questions and concerning the pool facility
  • Applied conversational Spanish abilities to connect with individuals and better serve individual needs.
  • Cross-trained in lifeguards and cashier roles in order to provide skilled backup for team members.
  • Accurately handled over $1500 of payments daily in cash payments for pool usage.
  • Counted product stock to maintain inventory records.
  • Kept check-out areas clean, organized, and well-stocked to maintain attractive store.
  • Welcomed customers, offering assistance to help find necessary pool programs to work around their busy schedules
  • Troubleshot and resolved issues with cash registers, card scanners and printers
  • Arranged updated promotional displays every season
  • Resolved issues regarding customer complaints
  • Monitored safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
  • Arranged special accommodations for guests to maintain optimal satisfaction
  • Maintained clean and presentable reception area to maintain professional business reputation.
  • Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to aquatics coordinator on daily basis.
  • Secured guest valuables in main safe or individual boxes.
  • Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
  • Initiated cleaning and upkeep of office.

Education

High School Diploma -

Redwood High School
Larkspur, CA
06.2012

Associate of Science -

Diablo Valley College
Pleasant Hill, CA

Skills

  • Computer Proficiency
  • Data Entry and Analysis
  • Report Preparation
  • Verbal/written communication
  • Time management ability
  • Reliable and punctual
  • Case Management Tracking
  • Health History Documentation
  • Decision-Making
  • Employee Relations
  • Call center experience
  • Email and Telephone Etiquette
  • Information Security
  • Spreadsheets
  • Bilingual (Spanish)

Timeline

GSRS Consulatant

Manpower for Google
03.2024 - Current

Illness Response Specialist

Manpower for Google
07.2022 - 03.2024

Customer Service Representative

SynapseFi
12.2019 - 06.2020

Customer Service Representative

Matrix Aviation
07.2019 - 12.2019

Front Office Cashier

City Of Richmond Ca
04.2014 - 12.2019

High School Diploma -

Redwood High School

Associate of Science -

Diablo Valley College

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Karen Villafan