Karlene Nelson
McKinney,TX
Summary
Highly motivated and detail oriented customer service professional with over three years of experience seeking new opportunities to leverage possessed skills and expertise in a dynamic and diverse environment with room for growth and opportunity. As a provider of human resources solutions and customer services; applying attention to detail, communication, and interpersonal skills to handle various customer engagements to enhance customer care and satisfaction. Retains valuable insight into the HR field and the customer service industry and displays passion for helping people and organizations achieve their goals and potential.
Overview
26
26
years of professional experience
Work History
Customer Service Representative HR
Patriot Enterprises LLC
02.2022 - 03.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Enrolled personnel, issued, and activated Common Access Cards verified documents for eligible recipients
- Serviced over 30 customers daily, e.g., active-duty military, government employees, retirees, disabled veterans, and family members
- Assisted front desk with all duties and roles
- Recognized and updated discrepancies in database while exercising sound judgment and adhering to policies, guidelines, and procedures
- Informed customers of their eligibility and status by phone, email and in person with professionalism and tactful demeanor
- Performed as Team Lead, and site Subject Matter Expert providing knowledge, training, mentoring and guidance, resulting in exceptional performance and positive customer feedback
- Maintained public trust clearance, resulting in accountability and safety of personally identifiable information and documents.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Sought ways to improve and implement processes for prioritizing appointments and walk-ins.
Customer Service Representative HR
Karlene Nelson, Patriot Enterprises LLC
05.2018 - 03.2021
- Assisted military and federal government community by verifying official documents with enrollment forms and Defense Enrollment Eligibility Reporting System verification in order to issue numerous types of identification cards.
- Recognized and corrected discrepancies with little or no supervision
- Communicated with customers using professionalism and tact through email, phone calls and in person keeping them informed of their status and eligibility
- Performed as Team Lead/Subject Matter Expert, providing knowledge, guidance, training and mentoring to government employees and contractors, and managing daily operations.
- Received well over five positive Interactive Customer Evaluations per week, and awarded Team of the year 2020
- Consulted with external agencies to troubleshoot equipment and software malfunctions resulting in minimal downtime.
Volunteer - Passport Office
United States Army - Director Of HR
09.2017 - 05.2018
- Verified over 40 request daily for Official Passports, as well as verifying sensitive information on Passport applications, forms, and memos to ensure compliance with procedural and regulatory requirements.
- Secured and filed sensitive documents.
- Performed other general clerical and office support functions.
- Demonstrated welcoming demeanor when answering routine questions via phone and during customers visits.
Owner/Operator
Call Karlene - Cleaning Services
02.1997 - 12.2016
- Delivered detailed residential cleaning services for more than 20 clients weekly.
- Maintained diverse clientele, superior customer service, and highly organized services resulting in satisfied customers.
- Managed 10 plus employees by documenting daily work schedules, managing client appointments, maintaining safety and office environment cleanliness, and retaining responsibility for inventory and supplies.
- Planned daily task, assigned task to staff, and provided training when needed.
- Improved customer satisfaction by meeting client deadline and resolving issues with services as needed.
Education
High School Diploma -
Mon Plasair College
Aruba06.1983
Skills
- Bi-Lingual
- Verbal and Written Communication Skills
- Clerical
- Customer Relations
- Data Analysis
- Data Entry
- Data Management
- Analytical Skills
- Self-Motivation
- Organization Skills
- Conflict Resolution
- Stress Management
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative HR
Patriot Enterprises LLC
02.2022 - 03.2023
Customer Service Representative HR
Karlene Nelson, Patriot Enterprises LLC
05.2018 - 03.2021
Volunteer - Passport Office
United States Army - Director Of HR
09.2017 - 05.2018
Owner/Operator
Call Karlene - Cleaning Services
02.1997 - 12.2016
High School Diploma -
Mon Plasair College
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