Karlee Henning
Kent
Summary
Results-driven Call Center Supervisor known for high productivity and efficient task completion. Specialize in team leadership, customer service excellence, and conflict resolution. Excel in communication, problem-solving, and adaptability, ensuring smooth operation and quality support in fast-paced environments.
Overview
4
4
years of professional experience
Work History
Manager of Operations
Mid-South Adjustment Company, Inc.
01.2024 - Current
- Monitored calls for quality assurance purposes.
- Participated in hiring interviews and selection process for new team members.
- Delivered constructive call process feedback.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Established ambitious goals for employees to promote achievement and surpass business targets.
- Ensured compliance with company policies and industry regulations.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Assigned tasks to agents based on their skillset and availability.
- Facilitated communication between team members to foster a positive work environment.
Customer Service Representative
Mid-South Adjustment Company, Inc.
10.2021 - 01.2024
- Updated customer accounts, addresses and contact information within call management databases.
- Ensured compliance with state and federal laws governing debt collection practices.
- Answered customer questions regarding account discrepancies or problems.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
Mental Health Therapy Aide
Rochester Psychiatric Center
Rochester
02.2021 - 04.2021
- Assisted with daily living tasks including meal preparation, bathing, dressing.
- Assessed patients for risk of suicide attempts or harmful behavior toward others.
- Collaborated with multidisciplinary teams to develop comprehensive care plans for clients.
- Collaborated with mental health professionals and other staff members to perform clinical assessments or develop treatment plans.
Education
Bachelor of Science - Criminal Justice
SUNY, Brockport
Brockport, NY12-2019
Skills
- Employee training
- Quality assurance
- Regulatory compliance
- Data analysis
- Customer service
- Call center operations
References
References available upon request.
Timeline
Manager of Operations
Mid-South Adjustment Company, Inc.
01.2024 - Current
Customer Service Representative
Mid-South Adjustment Company, Inc.
10.2021 - 01.2024
Mental Health Therapy Aide
Rochester Psychiatric Center
02.2021 - 04.2021
Bachelor of Science - Criminal Justice
SUNY, Brockport
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