Open To Work
Karla Burton
Maumelle,AR
Work Preference
Job Search Status
Open to workDesired start date: Immediately
Desired Job Title
Client Resolution SpecialistBusiness Development SpecialistCSRClient Service SpecialistCustomer Service AssistantWork Type
Full TimeLocation Preference
RemoteHybridOn-SiteLocation: Maumelle, AR, US
Open to relocation: Yes
Salary Range
$45000/yr - $200000/yrSummary
Results-driven Customer Service Manager with 15 years of experience across automotive, finance, and retail sectors. Expertise in optimizing customer support processes and leading teams of up to 20. Strong background in staff training, issue resolution, and service strategy implementation to enhance client satisfaction and loyalty.
Overview
20
20
years of professional experience
Work History
Client Resolution Specialist
Winrock Automotive Group
Little Rock, AR
01.2022 - 02.2026
- Assisted clients with inquiries to enhance their experience.
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Engaged with customers in person to provide solutions to their concerns.
- Managed follow-up communications to boost customer satisfaction and retention rates.
- Collaborated with service teams to address and troubleshoot client concerns.
- Documented customer interactions to maintain accurate service records.
- Maintained up-to-date knowledge of customer accounts
- Explain products and benefits
- Identified root causes of customer concerns and documented resolution processes to improve service quality.
- Implemented process improvements to enhance operational efficiency in resolutions.
- Facilitated interdepartmental communication to enhance problem-solving efficiency.
- Collaborated closely with cross-functional teams in order to provide comprehensive resolutions for customers.
- Interacted with internal departments such as sales, billing, collections, technical support. to ensure complete resolution of customer issues.
- Evaluated current procedures for resolving customer disputes and recommended changes and improvements.
- Maintained up-to-date knowledge on company products, services as well as relevant industry regulations impacting service delivery standards, requirements.
- Created reports on the status of outstanding cases and communicated results to management team members.
- Researched complex customer service requests involving multiple departments and personnel within the organization.
- Drafted correspondence to customers regarding resolutions of their issues.
- Provided feedback on processes used by other departments that could impact the overall satisfaction of customers.
- Advised senior management on best practices for resolving complex customer service disputes.
- Developed action plans outlining specific tasks needed in order to resolve high priority disputes quickly while maintaining excellent customer service levels.
- Provided training sessions for new hires on how to effectively resolve customer complaints.
- Assisted in training new staff on effective resolution techniques and tools.
- Conducted regular meetings with department supervisors in order to review open cases and discuss strategies for improving performance metrics related to case resolution times.
- Facilitated communication and collaboration among disputants using mediation methods.
- Ensured compliance with applicable laws and regulations during the resolution process.
- Facilitated communication and collaboration among disputants using mediation methods.
Business Development Specialist
Mercedes Benz of Little Rock
Little Rock, AR
03.2021 - 01.2022
- Clarified maintenance cycle and services for clients, enhancing understanding and engagement.
- Coordinated management of internet leads, improving follow-up efficiency.
- Facilitated closing of deals, contributing to overall sales targets.
- Upsold products and services to enhance customer satisfaction.
- Met with clients in person and online to discuss their needs.
- Collaborated closely with service managers to ensure customer needs were met.
- Responded to inbound calls and made outbound calls.
- Corresponded via email to provide information and support.
- Scheduled client appointments to optimize calendar efficiency.
Client Service Specialist
Bank OZK
Little Rock, AR
04.2019 - 03.2021
- Processed payments and other transactions by phone to help clients stay current on obligations.
- Utilized strong call management skills to guide conversations and consistently achieve performance targets.
- Called clients to follow up on issues and obtain information to facilitate timely resolutions.
- Kept records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken.
- Continuously met or exceeded daily service quality and performance scores.
- Used proven techniques to increase sales and promote high-value products.
- Performed administrative support functions such as processing payments and reconciling accounts.
- Processed customer banking transactions in teller system precisely and monitored drawer limits.
- Supported bankers with various clerical tasks, including taking messages and distributing mail.
- Serviced new and existing accounts by conducting routine transactions and maintaining customer's internet banking relationship.
- Engaged customers in discussions to introduce timesaving digital banking options and enhance their banking experience.
- Built and communicated advanced working knowledge of complete line of banking products and services.
- Maintained branch's safety deposit box system, including new rentals and accessing and maintaining rented boxes.
- Cultivated customer confidence and trust and protected bank operations by keeping information confidential.
- Transferred currency between drop vault, cash recycler, and tellers to meet expected daily demands.
- Maintained accurate and balanced cash drawers by carefully counting funds and quickly investigating any discrepancy.
- Sorted and filed transaction documentation to maintain complete records.
- Smoothly opened, closed and updated accounts and savings plans for customers.
- Served as first point of contact for clients and displayed positive first impressions through friendly and expert customer service.
- Collected payments for mortgages, loan balances and public utilities on behalf of the bank's customers.
- Achieved sales quotas by effectively discussing bank products with customers, including loans, credit cards, and lines of credit.
- Developed relationships with customers, suggested suitable bank services, and met banking needs.
- Ordered an appropriate supply of cash each day to meet expected demands.
- Verified the integrity of deposit checks and money orders to protect customers and the bank from fraud.
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor.
- Managed inbound and outbound calls to respond to inquiries and resolve concerns.
- Used upselling and cross-selling techniques to provide solutions to customer issues.
- Answered incoming calls and assisted customers with questions.
- Conducted training sessions for new tellers to ensure they understood bank procedures and customer service standards.
- Gave overrides for tellers with lower limits.
Customer Service Representative
Freds Department Store
White Hall, AR
08.2006 - 03.2019
- Initiated customer interactions to improve service satisfaction
- Responded to inquiries and issues
- Conducted customer service surveys to gather feedback for service enhancement
- Identified and resolved application issues to ensure smooth transaction processing.
- Supervised cashiers during shifts
- Trained cashiers on register operations
- Operated the cash register
Education
Nursing - Some College
07-2011
High school diploma or GED -
05-2007
Skills
- Customer support
- Customer service
- Client services
- Customer inquiry handling
- Order processing
- Transaction processing
- Order inquiry handling
- Billing issue inquiries
- Enhancing response time
- Fraud prevention and detection
- Account management
- Account recovery
- Opening and closing accounts
- Customer relationship
- Customer training
- Customer returns handling
- Call escalation
- Technical support
- Tech support experience
- Non-technical user support
- Technical user support
- Phone customer support
- Email customer support
- Live chat
- SMS customer support
- In-person customer service
- Phone call management
- Call center agent experience
- Call center experience
- Support specialist
- Communication skills
- Problem resolution
- Conflict resolution
- De-escalation techniques
- Scheduling coordination
- Team management
- Team development
- Reliability
- Time management
- Organizational skills
- Prioritization
- Negotiation
- Financial analysis
- Bank experience
- Banking
- Regulatory compliance
- Asset protection
- Investigate discrepancies
- Providing product information
- Handling customer exchanges
- Typing
- Computer skills
- Computer operation
- Technical Proficiency
- Microsoft Office
- Microsoft Excel
- Microsoft Teams
- Trello
- Video conferencing support
- Attention to detail
- Critical care experience
- Social media engagement
- Telecom customer service
- Individual consumer customer service
- Payment processing
- Tech support representative
- Customer service manager experience
- Customer support experience
- Basic math
- Phone etiquette
- Technical Proficiency
- Call center experience
- Regulatory compliance
- Communication skills
- Payment processing
- Prioritization
- Conflict resolution
- De-escalation techniques
- Reliability
Additional Information - Work Authorization
Authorized to work in the US for any employer
Timeline
Client Resolution Specialist - Winrock Automotive Group
01.2022 - 02.2026
Business Development Specialist - Mercedes Benz of Little Rock
03.2021 - 01.2022
Client Service Specialist - Bank OZK
04.2019 - 03.2021
Customer Service Representative - Freds Department Store
08.2006 - 03.2019
SEARK College - Nursing, Some College
Watson Chapel High School - High school diploma or GED,