Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Quote
Timeline
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Karona Turner

Karona Turner

Chesapeake,VA

Summary

Personable and dedicated Customer Service Representative with extensive experience in housing industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems.

Overview

33
33
years of professional experience
1
1
Certification

Work History

Remote Customer Service Representative

Anthem
Chesapeake, VA
11.2021 - Current
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Administrative Specialist

NRHA Norfolk, Virginia Community
Norfolk, VA
10.1996 - 12.2021
  • Handled multifaceted customer service tasks (e.g., maintain and update HOPE VI projects, process new resident housing requests, help solve tenant complaints) as Senior Administrative Assistant
  • Prepare court cases/process evictions/go to court, Data entry/filing, transfers, move ins, move outs and re-certification of residents, assist in the PHAS and vacant unit inspections, Order supplies, training new hires and temps, Assist manager in daily work
  • Answered and routed telephone calls and took messages.
  • Organized training, client meetings, team meetings and events.
  • Tracked and submitted employee timesheets to prepare for payroll processing.
  • Checked stock to determine inventory levels and maintain office supply products.
  • Created and revised systems and procedures by analyzing operating practices, recordkeeping systems, office layout and budgetary requirements.
  • Managed calendar of [Number] senior managers daily.
  • Assisted with corporate rollout of merit planning tool, aiding in design and development processes.
  • Coordinated employee recruitment, performance evaluation and termination activities.
  • Liaised between employees and upper-level management and resolved issues.
  • Executed or delegated tasks to team members to fulfill project requirements.

Security/Administrative Assistant

Pathmark Supermarket
Norfolk, Virginia
01.1991 - 12.1994
  • Handled store loss-prevention duties as store detective – undercover to prevent employee theft.
  • Prepared weekly schedule, provided customer service, assisted store manager in apprehensions, complete police reports and testify in court cases as needed.
  • Kept office equipment functional and supplies well-stocked to promote efficient operations.
  • Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
  • Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
  • Handled incoming calls and directed callers to appropriate department or employee.
  • Updated system to organize office documentation, maximizing efficiency and increasing productivity.

Education

Tidewater Community College

Skills

  • Credit Card Payment Processing
  • Customer Account Management
  • Data Entry
  • Courteous with Strong Service Mindset
  • Upbeat and Positive Personality
  • Upselling Products and Services
  • Customer Service
  • 50 wpm Typing Speed
  • Multitasking and Prioritization
  • De-escalation Techniques
  • Understanding Customer Needs
  • Verbal and Written Communication
  • Issue and Complaint Resolution

Certification

  • RAM Certified
  • Notary Public
  • Adult Mental Health Certified
  • RAD/PBV certified Public Housing
  • Rent Calculation Certified
  • Fair Housing Certified
  • Volunteer Duties: Lead Counselor Joshua Ministry at Gethsemane Community Fellowship Baptist Church (Norfolk) Provide counseling for ex-offenders with housing assistance, clothing, food, bus tickets and Job Search. Visit city jails and correctional facilities for workshops, coordinate events for the Joshua ministry
  • Leadership Essentials Certificate
  • Customer Service Representative Certificate

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Remote Customer Service Representative

Anthem
11.2021 - Current

Administrative Specialist

NRHA Norfolk, Virginia Community
10.1996 - 12.2021

Security/Administrative Assistant

Pathmark Supermarket
01.1991 - 12.1994

Tidewater Community College

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Karona Turner