Karin Mace
Philadelphia,PA
Summary
Dedicated Customer Service Associate committed to providing high-quality service by listening to customers and responding quickly to satisfy their needs. Strong interpersonal skills and understands best practices for dealing with difficult and challenging situations.
Overview
24
24
years of professional experience
Work History
Member Service Representative
TruMark Financial
Fort Washington, PA
11.2021 - 01.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns
- Maintained high-quality service by adhering to company policies and standards in all member interactions
- Assisted members with account management, including updating personal information and setting up automated payments
- Processed account transactions accurately, ensuring proper documentation and timely processing
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing
Customer Service Associate
Target
Philadelphia, PA
10.2019 - 05.2020
- Checked Guests out on POS system, conferred with Guest about various products
- Kept Guest spaces clean, neat and organized for maximum appeal
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Customer Service Representative
Amtrak
Philadelphia, PA
09.1999 - 09.2016
- Maintained Customer satisfaction with forward-thinking strategies focused on addressing Guest needs and resolving concerns
- Liaison between Guests, management and various departments to assure safety and a pleasant travel experience
- Help resolve conflicts and problems that might occur
- Responded to customer requests for products, services, and company information
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team
Crew Dispatcher
Amtrak
Philadelphia, PA
- Initiated and received calls to/from train & engine service personnel to ensure manpower requirements for operating Crews are met with accordance to Federal rules and regulations
- Contributed to company growth through effective management of crew assignments, ensuring timely completion of tasks
- Reduced response times for emergency situations by streamlining communication processes between crew and management
- Developed contingency plans for unforeseen circumstances, ensuring swift action during emergencies or periods of high demand
- Proactively identified areas requiring additional support or resources, advocating for appropriate solutions within the organization as needed
Statistical Clerk
Amtrak
Philadelphia, PA
- Input/extract various information into Amtrak National Data System
- Provided/Assisted the Directors with reports by compiling data from several software programs, distributed reports via email, fax and the internet
- Monitored and documented train delays; Adjust sales inventory and set up equipment status
- Implemented quality control measures to maintain high standards in data processing activities
- Ensured timely submission of reports by consistently meeting deadlines under strict time constraints
Reservation Agent
Amtrak
Philadelphia, PA
- Provided Customer Service to Guest
- Assisted Guest with train reservations, information regarding schedules, rates, general city information, routing connections and destinations
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
- Resolved various issues and discrepancies for customers
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings
Education
Associate of Arts - Business Administration
Temple University
Philadelphia, PA05.2024
Skills
- Strong decision-making
- Situational awareness
- Workload balancing
- Communication
- Customer service
- Dispute resolution
- Sales strategy
- Call center experience
Timeline
Member Service Representative
TruMark Financial
11.2021 - 01.2024
Customer Service Associate
Target
10.2019 - 05.2020
Customer Service Representative
Amtrak
09.1999 - 09.2016
Crew Dispatcher
Amtrak
Statistical Clerk
Amtrak
Reservation Agent
Amtrak
Associate of Arts - Business Administration
Temple University
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