Kari Carr
Las Vegas,NV
Summary
Successful Customer Care Associate 2 with 11 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Great at handling difficult situations through resourcefulness and adaptability.
Willingness to work with anyone, lead by example with a positive attitude, Upbeat and energetic. Willingness to take on new task and always give 110%, dependable and willing to do what it takes to get the job done. Not afraid to try and fail, But will try again and succeed , not afraid to ask for help or assistance and always looking for feedback to improve. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Customer Care Associate 2
Las Vegas Valley Water District
Las Vegas, NV
11.2012 - Current
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Maintained good call control to quickly uncover questions and keep call times low.
- Contributed to continuous improvement team-wide by collecting data on calls and giving managers knowledgeable feedback.
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
- Documented caller information in Genesys delivery system to initiate standard responses based on particular needs.
- Created knowledge-base articles and content to share new information with team members.
- Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Work multiple Positions to include Support line, Commercial , Cashiering as well as Customer Care
- C2M integration, Documentation and go live Support
- Work on INA report to resolve over 300 premises with INA
- Facilitate new training with other team members for over 70 CSA'S
- Used Microsoft Word and other software tools to create documents and other communications
- Worked with customers to understand needs and provide excellent service
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
- Demonstrated respect, friendliness and willingness to help wherever needed
Customer Care Associate 1
Las Vegas Valley Water District
Las Vegas, NV
11.2011 - 11.2012
- Coordinated timely solutions to guests' issues by coordinating proactively with operations team.
- Resolved service failures, coordinated return appointments and executed referrals to specialists.
- Contributed to continuous improvement team-wide by collecting data on calls and giving managers knowledgeable feedback.
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.
- Created knowledge-base articles and content to share new information with team members.
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Maintained good call control to quickly uncover questions and keep call times low.
- Identified issues, analyzed information and provided solutions to problems
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Used critical thinking to break down problems, evaluate solutions and make decisions
Education
High School Diploma -
Las Vegas High School
Las Vegas, NVSkills
- Information Extraction
- Understanding Customer Needs
- Call Documentation
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- Responding to Difficult Customers
- Online Chat
- Data Evaluation
- Customer Account Management
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Till Counting
- Corporate Standards
- Billing and Payment Processing
Timeline
Customer Care Associate 2
Las Vegas Valley Water District
11.2012 - Current
Customer Care Associate 1
Las Vegas Valley Water District
11.2011 - 11.2012
High School Diploma -
Las Vegas High School
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