Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Karen Sue Bell

Blanchard,OK

Summary

Customer Service Representative with 35 plus years of experience in providing excellent customer service both in person and by phone. Demonstrates high performance in both front line duties as well as leadership responsibilities. Aiming to use my leadership knowledge and customer service skills to effectively fill a leadership roll in your company. Possess an associate degree in business.

Overview

39
39
years of professional experience

Work History

Call Center Rep

Oklahoma Medical Marijuana Authority
2023.03 - Current
  • Answered over 40 inbound calls daily and outbound calls.
  • Part of call center task force team, providing knowledge and support for multiple tasks in communications and daily operations.

Performance/Team Lead

TBS Factoring Services
2021.01 - 2023.03
  • Help create and build training manual including lesson plans and activities for new hires.
  • Train and developed new customer service reps in classroom setting between 4-6 weeks.
  • Track and provide weekly KPI's for all customer service reps, including number of calls taken/logged into system, time on/off calls/queue, QA, and adherence.
  • Manage reps timecards and attendance, PTO requests, and continuing training for seasoned reps.
  • Answer inbound calls, written communications, outbound calls as well as help answer reps questions.

Owner/Operator/Secretary

Ares Transport LLC
2019.05 - 2020.06
  • Oversees daily operations and transporting cargo for multiple companies to and from several states.
  • Responsible for incoming and outgoing calls for services needed.
  • Managed day-to-day business operations.
  • Developed and maintained strong relationships with clients, resulting in repeat business and referrals.

Franchise Support Systems Consultant

Express Employment Professionals International HQ
2004.12 - 2019.08
  • Support and serviced over 800 offices nationwide.
  • Answered over 100 inbound calls daily and making outbound calls.
  • Assist with newly awarded franchises to ensure successful opening.
  • Trained and developed new consultants between 12 -16 weeks.
  • Updated and maintained all materials for training as well as company processes and procedures to remain in compliance for all US States, Canada and South Africa.
  • Supported and serviced other HQ departments.
  • Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Managed client relationships through regular check-ins and updates on project progress.
  • Enhanced communication among team members, fostering a collaborative and supportive work environment.
  • Created and developed detailed work plans to meet business priorities and deadlines.
  • Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines.
  • Assisted clients in navigating complex industry challenges, offering expert guidance and strategic recommendations.
  • Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
  • Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
  • Onboarded and managed new client accounts to boost retention rates.
  • Designed tailored training programs for employees at various levels within the organization, boosting overall skillsets.
  • Gathered, organized and input information into digital database.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Evaluated staff performance and provided coaching to address inefficiencies.

Co-Owner/Secretary

Forgue Delivery Service, INC
1995.01 - 2007.01
  • Payroll/Bookkeeping
  • Inbound/outbound calls for delivery/set up
  • Collaborated with co-owner on strategic planning initiatives for long-term business success.
  • Oversaw financial management tasks, including budgeting, forecasting, and cash flow optimization.
  • Ensured accurate record-keeping for financial transactions, maintaining organized documentation for easy reference during audits or other inquiries.
  • Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
  • Maintained daily report documents, memos and invoices.
  • Maintained electronic filing systems and categorized documents.
  • Recorded and tracked operational expenses to identify and eliminate wasteful spending.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

Preschool Teacher

Children’s New World
1996.01 - 2003.01
  • Cared for children ages 18 months to 5th grade.
  • Developed strong relationships with parents and caregivers, providing regular updates on their child''s progress and addressing any concerns proactively.
  • Developed weekly lesson plans and activities to engage children and promote learning.
  • Created safe and nurturing learning environment for preschoolers.
  • Implemented age-appropriate curricula to meet needs of young learners.
  • Sanitized toys and play equipment each day to maintain safety and cleanliness.

Counter Help/Kitchen Manager

Johnnies Charcoal Broiler
1985.01 - 1994.01
  • Order taker/server - managed 10 employees overseeing daily operations for food prep
  • Warmly welcomed customers upon approaching counter and placing orders.
  • Handled customer complaints professionally, resolving issues promptly and maintaining customer loyalty.
  • Maintained clean and organized counter area, ensuring pleasant environment for customers.
  • Operated register efficiently, reducing wait times and improving customer experience.
  • Professionally answered telephones and responded to customer inquiries.
  • Prepared store for opening or closing procedures, ensuring all tasks were completed thoroughly and on time.
  • Collaborated with team members to streamline processes and enhance overall efficiency.
  • Maintained stock and replenished workstation products.
  • Performed arithmetic functions handling cash, close checks and balance register.
  • Managed high volumes of incoming calls while maintaining attention to detail at counter during busy periods.

Education

Associate Degree - Business Management

Redlands Community College
El Reno, OK
01.2004

Skills

  • Customer Service
  • Communication
  • Multi-Tasking
  • Data Entry
  • Problem-solving skills
  • Decision Making
  • Time Management
  • Self-motivated
  • Empathy
  • Leadership
  • Positive Attitude
  • Collaboration
  • Trouble Shooting & Research
  • Customer Support
  • Call Center Customer Service
  • Verbal and written communication
  • Building rapport
  • Technical Support
  • Logging call information
  • Cash Handling
  • Training experience
  • Delivery Tracking
  • Quality Assurance
  • Documentation And Reporting
  • Performance monitoring
  • Computer Skills
  • Teamwork and Collaboration
  • Calm and Professional Under Pressure
  • Problem Resolution
  • Understanding Customer Needs
  • Microsoft Office
  • Professional telephone demeanor
  • Call Documentation
  • Work Prioritization
  • Multi-Line Phone Systems
  • Remote Office Availability
  • Policies and Procedures Adherence
  • De-Escalation Techniques
  • Relationship Building
  • LiveChat Messaging

References

Available upon request.

Timeline

Call Center Rep

Oklahoma Medical Marijuana Authority
2023.03 - Current

Performance/Team Lead

TBS Factoring Services
2021.01 - 2023.03

Owner/Operator/Secretary

Ares Transport LLC
2019.05 - 2020.06

Franchise Support Systems Consultant

Express Employment Professionals International HQ
2004.12 - 2019.08

Preschool Teacher

Children’s New World
1996.01 - 2003.01

Co-Owner/Secretary

Forgue Delivery Service, INC
1995.01 - 2007.01

Counter Help/Kitchen Manager

Johnnies Charcoal Broiler
1985.01 - 1994.01

Associate Degree - Business Management

Redlands Community College

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Karen Sue Bell