KAREN S. FROST
Kettering,OH
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Organized Legal Secretary adept at managing multiple high priority tasks. Expert in preparing legal documents such as briefs, motions and subpoenas.
Overview
14
14
years of professional experience
Work History
W@H Customer Service Representative
Sitel Operating Corp./Foundever
05.2022 - Current
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Educated customers on special pricing opportunities and company offerings.
- Answered incoming calls and chats, providing frontline customer support or assistance with product and service transactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Used proven techniques to de-escalate angry customers during telephone interactions.
Senior Customer Service Representative
BathandBodyWorks.com
Kettering, OH
02.2021 - 05.2022
- Assisted customers by answering questions, addressing concerns and providing current information through calls, emails and chats.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Educated customers about products, pricing and policies to address and resolve issues.
- Resolved inquiries and concerns through one contact resolution.
- Proficient with Microsoft Word, Excel, PowerPoint, SharePoint, Outlook.
- Managed a high-volume workload.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Helped company attain the highest customer service ratings.
- Cross-sold services and products to consistently increase team revenue.
- Delivered expert technical support to customers and resolved broad array of issues.
- Skilled in supporting associates and customers.
- Skilled in scoring customer service calls and emails (seasonal).
- Reviewed contacts and applied company standards to interactions.
Senior Customer Service Specialist, Seasonal Brand Assurance Associate
LBRANDS, HenriBendel.comLaSenza.com,
06.2013 - 02.2021
- Introduced sales, promotions and other brand initiatives to gain customer loyalty.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Promoted positive company image through superior customer service experiences.
- Employed basic selling techniques to engage with customers.
- Helped customers with merchandise purchases, exchanges and returns.
- Recommended, selected and helped locate merchandise based on customer needs and desires.
- Implemented company processes to effectively resolve customer service issues.
- Shared feedback and ideas with management to improve processes.
- Communicated with customers by telephone, email, and chat.
- Resolved customer complaints, assisted customers with their online orders and store purchases
- Maintained knowledge of products and services
- Supported Customer Service Specialists
- Performed administrative tasks as requested (e.g., opening new stores for LaSanza, receive defective merchandise returns to care center and return to warehouse for Henri Bendel, issue credits requested by associates for customer service needs)
- Managed duties as point of contact on weekends and holidays
- Volunteered to handle complaints and issues for manager during busy time periods.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Built lasting relationships with customers by delivering first-call resolution and taking ownership of scenarios.
- Supported with immediate training needs as it appropriate, providing one-on-one sessions with associates.
- Skilled in scoring customer service calls and emails (seasonal)
Legal Assistant
Dunlevey, Mahan & Furry
Dayton, OH
04.2011 - 07.2012
- Handled telephone calls, meeting plans and depositions.
- Filed clients' legal documents in relevant courts and administrative agencies for processing, meeting strict deadlines.
- Mailed and arranged for delivery of legal correspondence to clients, witnesses and court officials.
- Managed office scheduling and kept accurate notes on deadlines, motions and other dates.
- Corresponded with clients, medical facilities and attorneys.
- Drafted legal complaints, summonses, interrogatories, and other legal documents.
- Organized legal documents in company filing systems and databases.
- Knowledgeable dealing with pleadings, affidavits, motions and exhibit preparation.
- Organized and prepared case exhibits and evidence for trial.
- Functioned as receptionist as required.
Paralegal
Wright & VanNoy LPA, Inc
Dayton, OH
01.2009 - 11.2010
- Participated in client interviews, observed questioning process and documented information.
- Interviewed clients and obtained vital case information to support associates.
- Identified and analyzed legal documents, discoveries and contracts.
- Organized exhibits for trial by preparing materials and supporting documentation.
- Filed pleadings and paperwork with court clerk to meet strict deadlines.
- Maintained confidentiality of clients.
- Functioned as receptionist as required.
- Oversaw hearing calendar and managed filing deadlines.
- Produced, corrected and submitted professional business correspondence.
Education
Bachelor of Science - Applied Management
Ohio University
true03.2023
Associate of Applied Science - Paralegal
Sinclair Community College
Dayton06.2009
Skills
- Understanding Customer Needs
- Upbeat and Positive Personality
- CRM Software
- De-escalation Techniques
- Customer Retention Strategies
- Courteous with Strong Service Mindset
- Verbal and Written Communication
- Call Documentation
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Upselling Products and Services
- Multitasking and Prioritization
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Creative Problem Solving
- Customer Service
- Courteous Demeanor
- Microsoft Office Expertise
- Sales Expertise
- Inbound and Outbound Calling
- Clerical Support
- Office Equipment Proficiency
- Customer Relations
Timeline
W@H Customer Service Representative
Sitel Operating Corp./Foundever
05.2022 - Current
Senior Customer Service Representative
BathandBodyWorks.com
02.2021 - 05.2022
Senior Customer Service Specialist, Seasonal Brand Assurance Associate
LBRANDS, HenriBendel.comLaSenza.com,
06.2013 - 02.2021
Legal Assistant
Dunlevey, Mahan & Furry
04.2011 - 07.2012
Paralegal
Wright & VanNoy LPA, Inc
01.2009 - 11.2010
Bachelor of Science - Applied Management
Ohio University
Associate of Applied Science - Paralegal
Sinclair Community College
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