Summary
Overview
Work History
Education
Timeline
Generic

Karen Marshall

Fulshear,TX

Summary

Over 30 years of expertise in office administration, specializing in computerized systems, customer service, and public relations. Proven track record in troubleshooting, problem-solving, and managing escalated customer issues. Skilled in applying company policies, identifying potential problems, and developing timely solutions. Strong leadership and teamwork abilities with extensive experience in data management and training personnel.

Overview

18
18
years of professional experience

Work History

Passport Support Associate

CGI Federal
Charleston, SC
07.2016 - 01.2022
  • Assist in adjudicating applications for the issuance, amendment, and replacement of passports. Perform cross-functional responsibilities within the Mail Open, Mail Out, and Customer Service sections. Maintain professionalism and a good temper during stressful, fast-paced situations. Ensure PII is handled in accordance with standards and procedures. Use various types of office equipment and computer programs, including TDIS, PRISM, Odyssey, and Microsoft. Lead and train coworkers in the file area to establish procedures, to enhance efficiency, and to maximize office productivity. Receive emails from the National Passport Information Center for application inquiries, and locate and transfer applications to the appropriate associate or department. Highlights of diverse responsibilities include:
  • Customer Service Section:
  • Type letters, perform data entry, locate and pull applications, file applications, manage NPIC emails, and provide help with other agencies. Handle monetary cases in Changes in Services Payments by applying expedite fees, postage fees, book/card fees, and execution fees to applications.
  • Generate aged reports for management, perform accurate record keeping, follow up, and maintain daily communication with the Department of State to ensure that all work orders are processed and filed in a timely manner.
  • Collaborate with the team to participate in the continuous quality improvement process and procedures to improve efficiency and quality.
  • Key member of the National Passport Information Center (NPIC) Email Team; processes high volumes of emails daily—initiated a new supervisory procedure for compiling time spent daily by each member of the team.

Sales Associate

Belk
North Charleston, SC
09.2013 - 07.2016
  • Greeted customers in a friendly manner and rapidly established rapport through effective oral communication skills; determined customer needs; maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices; consistently met and/or exceeded sales goals.
  • Served as a peer coach for new sales associates, trained new associates, assisted the department manager with sales planning and forecasting, and recommended the development and/or implementation of ways to drive or increase sales through effective sales presentations.
  • Assisted in the development of loyal customer relationships and responsive relationships; assisted with manpower planning, strong team building, leadership, and motivation.
  • Controlled loss of inventory; performed physical inventory counts; contributed to product movement and evaluation, identification of consumer buying patterns, and creative visual merchandising; and assisted with workflow prioritization to expedite on-time completion of various projects.
  • Contributed to the merchandising and display of products for special sales events.
  • Supervisor: Sharon Lamanske, 843-797-2600.

Mobile Merchandiser

Beeline
Charleston, SC
07.2013 - 03.2014
  • Used effective communication skills to build and maintain relationships with each store, and to ensure superior customer satisfaction.
  • Planned and designed merchandise displays to capture customer interest, to enhance customer interaction, and to promote increased sales of featured merchandise.
  • Displayed the appropriate signage for products and sales promotions; arranged items in favorable positions and areas of the store to optimize sales; established and maintained high-traffic display areas, resulting in increased sales.
  • Answered questions and assisted customers with product selection, as needed.

Sales Associate

Palmetto Moon
North Charleston, SC
05.2013 - 09.2013
  • Answered product questions with current knowledge of sales and store promotions; monitored cash drawers in multiple checkout stations to ensure an adequate cash/change supply.
  • Contributed to the attainment of sales goals, as well as the achievement of monthly quotas.

Sales Associate

Dillards
North Charleston, SC
04.2013 - 09.2013
  • Ensured superior customer experiences by addressing customer concerns, demonstrating empathy, and resolving problems in a timely manner; provided ongoing customer service, including giving fashion advice and making recommendations for different fashions and related accessories.
  • Answered product questions with current knowledge of sales and store promotions; monitored cash drawers in multiple checkout stations to ensure an adequate cash/change supply.
  • Contributed to the attainment of sales goals, as well as the achievement of monthly quotas.

Cafeteria Attendant

Carolina Christian Academy
Lancaster, SC
07.2012 - 04.2013
  • Inspected and cleaned food preparation areas to ensure safe and sanitary food-handling practices, as well as compliance with applicable regulatory agencies, including DHEC and OSHA.
  • Placed food trays over food warmers for immediate service; prepared food items; and maintained kitchen work areas, dining room, equipment, and utensils in a clean and orderly condition.

Assistant Manager

The Shoe Department
Greeneville, TN
08.2011 - 03.2012
  • Supervised and coordinated activities of five retail associates; interviewed job applicants, and evaluated staff performance; assisted senior management in hiring, firing, and retention efforts of employees; planned shift schedules, delegated responsibility, and controlled disciplinary issues.
  • Oversaw retail merchandising, display, inventory control, sales, and customer service; put up signs to allow customers to see which items are discounted; ensured that signage was taken down once it was no longer relevant.
  • Educated individual workers on their job responsibilities; made sure employees were trained to stock merchandise, engage customers, process retail orders, and were aware of company policies.
  • Planned and coordinated shift schedules for staff in order to help relieve some of the intense pressures of their positions.

Secretary/Treasurer/Director of Angel Food Ministries

Stafford Free Will Baptist Church
Stafford, VA
01.2004 - 12.2010
  • Counted, balanced, reconciled, and monitored daily banking transactions; took deposits to the bank; and served as the point of contact to reconcile any issues with banking transactions and overall accounting.
  • Made copies, sent faxes, and answered all incoming and outgoing correspondence; composed letters and emails; filed and created various reports and spreadsheets.
  • I volunteered to be the Director of a food ministry for the local community; I managed and set up food collection and distribution for those in need.

Receptionist

Virginia Footcare Center
Stafford, VA
01.2009 - 03.2010
  • Contacted patients regarding unpaid and underpaid accounts to resolve any issues; improved the timely payment of outstanding bills by developing flexible payment plans for patients.
  • Located, checked in, and pulled medical records for appointments and incomplete patient charts; managed office supplies, vendors, organization, and upkeep.
  • Professionally and courteously verified appointment times with patients, verified patients’ eligibility and claims status with insurance agencies, and posted and adjusted payments from insurance companies.
  • Facilitated organized record retrieval and access by maintaining a filing system for both in-house and discharged residents.

Education

Certificate - Cosmetology: Hair Design

Artiste Beauty School
Johnson City, TN
04.1988

High School Diploma -

Greenville High School
Greenville, TN
06.1986

Timeline

Passport Support Associate

CGI Federal
07.2016 - 01.2022

Sales Associate

Belk
09.2013 - 07.2016

Mobile Merchandiser

Beeline
07.2013 - 03.2014

Sales Associate

Palmetto Moon
05.2013 - 09.2013

Sales Associate

Dillards
04.2013 - 09.2013

Cafeteria Attendant

Carolina Christian Academy
07.2012 - 04.2013

Assistant Manager

The Shoe Department
08.2011 - 03.2012

Receptionist

Virginia Footcare Center
01.2009 - 03.2010

Secretary/Treasurer/Director of Angel Food Ministries

Stafford Free Will Baptist Church
01.2004 - 12.2010

Certificate - Cosmetology: Hair Design

Artiste Beauty School

High School Diploma -

Greenville High School

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Karen Marshall