Karmen Harvey
Pensacola
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Proven ability to effectively manage concerns and resolve conflicts, maximizing customer satisfaction. Strong background in customer relations and communication, ensuring seamless interactions and fostering positive relationships.
Overview
12
12
years of professional experience
Work History
Member Service Representative
Navy Federal Credit Union
03.2024 - Current
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Protect and verify identity; review account information for alerts and account irregularities.
- Identify opportunities to cross service products and increase product penetration.
- Take action and respond to situations/patterns of activity indicating potential fraud or abuse.
- Understand and comply with federal and other regulations relating to financial products and services.
- Execute first call resolution; may require research, follow-up and return calls.
- Perform account transactions.
- Effectively perform all duties required for MSRs- CCO
- Perform Other duties as assigned.
Environmental Services Technician
Touchpoint Support Services
04.2023 - 04.2024
- I was an environmental technician for Sacred Heart Hospital
- Meeting and connecting with a lot of different people in similar situations was very heart warming.
- Maintained patient and hospital confidentiality.
- Ensured timely completion of assigned tasks by prioritizing duties based on urgency and importance.
- Followed specific cleaning schedules based on patient needs.
- Enhanced facility cleanliness by implementing efficient waste disposal and recycling procedures.
- Conducted hazardous waste management studies.
Assistant Manager
Circle K
06.2016 - 12.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
Housekeeper
Holiday Inn Resort Pensacola Beach
01.2013 - 02.2017
- I have cleaned hotel rooms, I was also a laundry attendant.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.
Education
High School Diploma -
Pensacola High School
Pensacola, FL05.2011
Skills
- Customer Service
- Financial Transactions
- Customer Support
- Credit Union Knowledge
- Call center experience
- Issue Resolution
- Escalation Handling
- Account Management
Timeline
Member Service Representative
Navy Federal Credit Union
03.2024 - Current
Environmental Services Technician
Touchpoint Support Services
04.2023 - 04.2024
Assistant Manager
Circle K
06.2016 - 12.2022
Housekeeper
Holiday Inn Resort Pensacola Beach
01.2013 - 02.2017
High School Diploma -
Pensacola High School
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