Karina Douglas
Rochester,NY
Summary
Customer service professional with history of driving customer satisfaction and team success. Known for effectively managing teams and fostering collaborative work environment. Consistently adaptable to evolving customer needs, leveraging conflict resolution and leadership skills to achieve results.
Overview
9
9
years of professional experience
Work History
Lead, Customer Service Account Management
Charter Communications, Spectrum
10.2020 - Current
- Partnership with call centers to resolve tickets, provide learning opportunities, provide learning content, aiding agents in problem solving and resolving their customers concerns.
- Training new supervisors on the lead roll while they are in their onboarding process
- Assisted customers directly when necessary, demonstrating empathy and excellent problem-solving abilities in challenging situations.
- Audit Executive Escalations to provide coaching opportunities and locate any process improvements opportunities, Maintaining SLA to ensure our customers are being contacted within a timely matter to ensure their concerns are being addressed, Contacting customer and offering resolutions to their concerns.
- Maintained a thorough understanding of product offerings to confidently address inquiries from both customers and staff members alike.
- Maintaining notations in accounts to ensure accuracy of our interactions.
- Auditing interactions to the phone buy back program to aid in the correction of internal issues, provide coaching opportunities and identify any process breaks.
- Partnering with agents to resolve customers want and or concerns, taking escalated calls to aid the customer in obtaining a clear resolution.
- Bring a positive view and encouraging teamwork with the lead team, promoting and planning team potlucks to aid in positive bonding and decompression within our team meetings.
- Enhanced customer satisfaction by promptly addressing and resolving complaints.
Customer Service Representative
Charter Communications, Spectrum
08.2018 - 10.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Conduent Call Center
01.2016 - 08.2018
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Associate of Applied Science - Paralegal
Everest Institute
Rochester, NYSkills
- Complaint handling
- Customer satisfaction measurement
- Email etiquette
- Feedback collection
- Reporting and documentation
- Escalation management
- Problem-solving
- Time management
- Multitasking and organization
- Critical thinking
- Active listening
- Adaptability and flexibility
Accomplishments
Silver Winner
Silver Winner
Bronze Winner
Bronze Winner
Bronze Winner
Achievement Winner
Timeline
Lead, Customer Service Account Management
Charter Communications, Spectrum
10.2020 - Current
Customer Service Representative
Charter Communications, Spectrum
08.2018 - 10.2020
Customer Service Representative
Conduent Call Center
01.2016 - 08.2018
Associate of Applied Science - Paralegal
Everest Institute
Similar Profiles
Tyler HendersonTyler Henderson
Regional Connectivity Specialist at Charter Communications, SpectrumRegional Connectivity Specialist at Charter Communications, Spectrum
Fred KnobelockFred Knobelock
Sr. Business Analyst, Customer Operations at Charter Communications, SpectrumSr. Business Analyst, Customer Operations at Charter Communications, Spectrum
Anthony SmithAnthony Smith
Customer Service Representative Video Repair Lead at Charter Communications, SpectrumCustomer Service Representative Video Repair Lead at Charter Communications, Spectrum
Keshawn MoutonKeshawn Mouton
Cust Svc Billing at Charter Communications, SpectrumCust Svc Billing at Charter Communications, Spectrum
Brenda QuatelaBrenda Quatela
Cafeteria Director/Manager at Uprep Charter School For Young MenCafeteria Director/Manager at Uprep Charter School For Young Men