Karen Annette Hurley
Manchester,TN
Summary
Customer Service Representative with a background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
17
17
years of professional experience
Work History
Customer Care Representative
Verizon
Manchester, TN
02.2018 - 02.2025
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Gathered customer feedback to suggest improvements for products and services.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Processed customer account changes with proprietary software.
- Provided accurate, valid, and complete information to customers.
- Prevented key account losses by researching discrepancies and correcting problems.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Supported customers to maintain positive relationships throughout and following sales processes.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Ensured compliance with data protection regulations when handling customer information.
- Delivered customer support to high call load each shift.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Recommended potential products or services after analyzing customer needs.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Maintained up-to-date knowledge of company products, services, and promotions.
- Promoted available products and services to customers during service, account management and order calls.
- Strengthened customer retention by offering discount options.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Resolved customer complaints promptly and professionally.
- Identified opportunities to upsell additional services when appropriate.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Educated customers where applicable to alleviate need for future contact.
- Processed orders accurately and efficiently according to established procedures.
Staff Accountant
Friendship Home Healthcare
Nashville, TN
10.2007 - 09.2017
- Developed staff expense and reimbursement tracker to reduce user errors and increase reporting accuracy.
- Ensured compliance with local, state, and federal government reporting requirements.
- Reviewed and reconciled discrepancies in accounts and financial documentation.
- Coordinated with external auditors, facilitating the audit process.
- Conducted monthly and year-end close processes, enhancing financial reporting timeliness.
- Managed financial operations, month-end reporting, financial schedules and reconciliations.
- Investigated and resolved billing issues to maximize cash flow and minimize liabilities.
- Maintained accurate accounts for cash, fixed assets and other transactions.
- Researched and implemented best practices to improve audit results.
- Compiled and prepared journal entries to ensure accurate general ledger records.
- Analyzed balance sheets for mistakes and inaccuracies.
- Gathered banking transactions via statements, recorded activity in Excel format and reconciled balances.
- Oversaw full accounting cycle and prepared applicable financial statements.
- Liaised with auditors to complete annual audits and maintain compliance with local, state and federal requirements.
- Cross-trained employees, enabling completion of priority tasks during personnel absences.
- Researched complex transactions to ensure proper classification within the general ledger accounts.
- Assessed accuracy, completeness, and integrity of corporate financial records.
- Reconciled intercompany accounts on a monthly basis.
- Completed day-to-day duties accurately and efficiently.
Education
High School Diploma -
McGavock High School
TN06-1982
Skills
- Billing coordination
- Documentation and reporting
- Decision-making
- Brand representation
- Database research
- Order processing
- In-Depth Product Knowledge
- Issue follow up
- Point-of-sale system
- Time management
- Appointment scheduling
- Claims monitoring
- Multitasking and organization
- Upselling techniques
- Payment processing
- Active listening
- Product education
- Relationship building
- Security verification
- Technical troubleshooting
Timeline
Customer Care Representative
Verizon
02.2018 - 02.2025
Staff Accountant
Friendship Home Healthcare
10.2007 - 09.2017
High School Diploma -
McGavock High School
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