KARLITA PECH-POWELL
North Las Vegas,NV
Summary
Results-oriented Customer Service Professional with years of management and customer service experience in delivering world-class customer service across various industries, with a stellar customer satisfaction record. Leveraging in-depth knowledge of innovative business solutions and fostering administrative and technical support that enhances process Improvement. Adept at conducting customer account research to fulfill requests and rectify data entry and billing errors. Comfortable performing a variety of roles, including payroll support, front desk reception, personal assistant, and organizational point of contact. Dedicated leader with the ability to lead teams to process and manage large account volumes without compromising service or quality. Extremely flexible and enjoy working in a changing environment with the ability to work effectively in a cross- functional team environment and proven skills in establishing rapport with clients. I am a commissioned Notary in Las Vegas, NV.
Overview
11
11
years of professional experience
Work History
Resolutions Manager
Barclays Bank
Henderson, NV
05.2020 - 03.2022
- Receive inbound phone calls from customers and escalate calls to resolve customers' concerns by assisting with personal inquiries regarding account balance, processing, and relating dispute information
- Organize customer information and account data for business planning and customer service purposes
- Hold the highest ethical standards and maintain the valued trust of customers and communities
- Serve the consumers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence)
- Identify and offer the customers the products and services they need and want to succeed financially
- Listen and establish rapport with our customers; analyze customer needs while adhering to compliance regulations and security policies
- Handled customer complaints in a timely manner and provided the best quality customer services
Administrative assistant
DMS Plumbing & HVAC
Las Vegas, NV
07.2018 - 09.2019
- Worked directly with warranty and home insurance companies to fulfill service orders
- Developed and maintained administrative process to achieve organizational objectives as well as to improve accuracy and efficiency
- Improved operational efficiencies while managing customer requests, office inventory, transactions, new purchase orders, and pricing need
- Managed accounts payable, receivable, and payroll while overseeing administrative budget as well as preparing expense reports
- Received phone calls, greeted customers, and responded to their queries ensuring that all customer service complaints are handled efficiently; monitored, organized, and forwarded emails
- Composed, prepared, edited, and distributed correspondence and other department documents
- Scheduled service for residential and commercial properties, dispatching service technicians ensuring compliance with company timeframes
- Built and maintained client-based through consistent follow-up with phone calls, taking notes, scheduling appointments
Customer Service Supervisor
Docuzoom Inc
Las Vegas, NV
01.2016 - 02.2018
- Oversaw recruitment, hiring, and training of customer service staff to sustain high customer service benchmarks
- Supervised team of —- representatives to meet company and customer standards and sales quotas
- Analyzed statistics and other data to determine the level of customer service performance achieved by the team and provided them with the resources needed to reach their goals
- Responded to BBB complaints and bank chargebacks, processed refunds as needed, and escalated critical issues
- Managed monthly customer service metrics; evaluated error rates and customer complaints, and developed plans to correct deficiencies in service
- Developed, implemented, and updated best practices to streamline operations, standardize processes, and enhance customer service
- Actively supported service associates by quickly responding to questions via phone and email
- Strengthened relationships with key internal staff to optimize customer service processes and procedures
- Trained new personnel regarding company operations, policies, and services
Sales Affiliate Coordinator
Locals / BPO, Las Vegas NV
12.2012 - 01.2016
- Established a working relationship with prospects/ clients by organizing and facilitating events for sales managers: including sales meetings, site inspections, and employee appreciation events
- Providing the highest level of customer service to the company's clientele with timely responses to all inquiries
- Recruited international affiliate sales team for internet marketing and advertising, negotiated contracts for B.P.O recruits, and modified and created individual contracts
- Defined standards and quality KPIs and quality monitoring system, evaluate team sales, and generated reports weekly
- Generated a monthly revenue report and communicated the results to managers, directors, and executives
Floor Supervisor / Quality Assurance
Precision Opinion
Las Vegas, NV
12.2009 - 12.2012
- Helped teammates with company guidelines to consistently keep our team's Quality Assurance scores high
- Assisted with payroll, scheduling, and corporate bookkeeping, such as daily deposits
- Met and exceeded requirements for daily, weekly, and monthly phone time statistics
- Reduced employee lost productive hours through reporting and corrective actions
- Monitored calls, provided feedback, supervised and trained customer service employees, and ensured that they meet and exceed their daily goals
Education
Entrepreneurship Certificate -
BS - Business with Small Business and
University of Phoenix - Las
High School Diploma - undefined
Chaparral High School
Skills
- Problem Solving
- Decision Making
- Attention to detail
- Time Management
- Project Management
- Process Improvement
- Prioritizing & Planning
- Operations Management
- Strong Negotiation skills
- Effective Communication &
- Presentation skills
- Leadership & Team Building
- Excellent Interpersonal Skills
- Analytics & Strategic Planning
- Human Resources Management
- Self-starter & Strong work ethic
- Sales Analysis & Report Writing
- Accounting & Payroll processing
- Strong Research, Investigation &
- Problem Resolution Skills
- Customer service/ Client Relations
- Risk Assessment & Issue Resolution
- Proficient with Microsoft Office (Word,
- Excel, PowerPoint)
- CONTACT
- SKILLS
- SUMMARY WORK EXPERIENCE
- KARLITA PECH-POWELL
Timeline
Resolutions Manager
Barclays Bank
05.2020 - 03.2022
Administrative assistant
DMS Plumbing & HVAC
07.2018 - 09.2019
Customer Service Supervisor
Docuzoom Inc
01.2016 - 02.2018
Sales Affiliate Coordinator
Locals / BPO, Las Vegas NV
12.2012 - 01.2016
Floor Supervisor / Quality Assurance
Precision Opinion
12.2009 - 12.2012
Entrepreneurship Certificate -
BS - Business with Small Business and
University of Phoenix - Las
High School Diploma - undefined
Chaparral High School
Similar Profiles
Balaji AsaithambiBalaji Asaithambi
Business Analyst/QA Test Lead at Barclays BankBusiness Analyst/QA Test Lead at Barclays Bank
KATARZYNA DYBIKOWSKAKATARZYNA DYBIKOWSKA
CUSTOMER CARE COLLEGUE at BARCLAYS BANKCUSTOMER CARE COLLEGUE at BARCLAYS BANK
Denise RobertsDenise Roberts
Team leader at Barclays BankTeam leader at Barclays Bank
Elisa WilliamsElisa Williams
Product Manager - Project Management at Barclays BankProduct Manager - Project Management at Barclays Bank
Angela BurtonAngela Burton
Director, Business Sales at VerizonDirector, Business Sales at Verizon