Karen Weaver
New Baltimore,MI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the E-commerce industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
12
12
years of professional experience
Work History
Operations Manager and Customer Support Lead
Aaron's Painting and Remodeling, INC.
2022.09 - 2023.11
- Resolved process inefficiencies through effective analysis and resolution of deficient areas
- Coordinated operations successfully to uphold a reputation for professionalism and results
- Achieved a sales increase of over 20% by leveraging upselling and cross-selling opportunities.
- Arranged crew schedules to align with business and project demands
- Maintained financial and administrative controls, accurately tracking funds and keeping records current
- Managed customer experiences with a close eye on team interactions, touchpoints, and methods of engagement.
- Enhanced customer satisfaction by developing and implementing effective support policies and procedures.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Managed multiple projects daily, overseeing the entire project lifecycle from sales and planning to completion.
Marketplace Operations/Customer Support Lead
Zaarly, INC. (Acquired by Airtasker, April 2021)
2011.11 - 2022.08
- Improved customer satisfaction by leveraging customer insights and feedback to direct team enhancements
- Played key role in both achieving and maintaining a high Net Promoter Score (NPS).
- De-escalated conflicts and retained customers with expert communication skills
- Worked in collaboration with product and marketing teams to achieve business objectives
- Identified fraudulent transactions by cross-referencing information from multiple systems and external sources, leading to substantial cost savings amounting to hundreds of thousands of dollars.
- Led collections efforts to rescue accounts from receivable delinquency, showcasing strong customer relations skills and expert knowledge.
- Proficient in utilizing customer service software, CRM systems, and other pertinent tools to effectively handle customer inquiries and manage data.
Education
Bachelor of Science - Health Care Administration
University of Phoenix
Troy, Michigan04.2008
Skills
- Customer Relationship Management
- Problem-Solving
- Technical Proficiency
- Cross-Functional Collaboration
- Trust and Safety
- Project Planning
- Vendor Relationships
- Process Improvement
- Customer Service
- Customer Relationship Management (CRM)
- Account Management
- Operational Efficiency
- Customer Support Plan Development
- Customer Implementation Support
- Customer Order Management
- Issue Triaging
- Payment Processing
- Microsoft Excel
- Basic IT Support
- User Experience
- Report Creation
- Customer Service Excellence
- Quality Assurance
- Sales Support
- Critical Thinking
- Research
- Prioritization
- Spreadsheets
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Timeline
Operations Manager and Customer Support Lead
Aaron's Painting and Remodeling, INC.
2022.09 - 2023.11
Marketplace Operations/Customer Support Lead
Zaarly, INC. (Acquired by Airtasker, April 2021)
2011.11 - 2022.08
Bachelor of Science - Health Care Administration
University of Phoenix
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