Karren Sowell
Thurmont,Maryland
Summary
Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities.
Overview
28
28
years of professional experience
Work History
Route Surveyor
Frederick County Public Schools
Frederick, MD
09.2020 - Current
- Write bus routes for the Middletown, Heather Ridge, Rock Creek, Success, and Non-Public special needs school districts. Write all work shuttles and speech shuttles.
- Review previous routes to compare and plan for future growth in areas.
- Liaison between schools and drivers to ensure all safety and transportation needs of students are met.
- Assist with dispatch as needed.
- Cover routes as needed as the driver or assistant.
Bus Driver
Frederick County Public Schools
Frederick, MD
02.2015 - 09.2020
- Drive Students to and from school Dailey.
Customer Service/ Claims Processor/ Claims Auditor
FlexAmerica/Pay Flex/ Atena
10.2004 - 05.2014
- Answered an average of 120 calls per day by addressing customer inquiries, solving problems and providing new product information
- Described product to customers and accurately explained details and care of merchandise
- Politely assisted customers in person and via telephone
- Communicated with vendors regarding back order availability, future inventory and special orders
- Provided an elevated customer experience to generate a loyal clientèle
- Developed reputation as an efficient service provider with high levels of accuracy
- Scored in top 10% of employees in successful resolution of issues
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Served as the main liaison between customers, management and sales team.
Customer Service Trainer
MAMSI/ United HealthCare
03.1997 - 07.2004
- Answered an average of 120 calls per day by addressing customer inquiries, solving problems and providing new product information
- Described product to customers and accurately explained details and care of merchandise
- Politely assisted customers in person and via telephone
- Provided an elevated customer experience to generate a loyal clientele
- Answered product questions with up-to-date knowledge of sales and store promotions
- Scored in top 10% of employees in successful resolution of issues
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Served as the main liaison between customers, management and sales team
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Directed calls to appropriate individuals and departments
- Built long-term customer relationships and advised customers on purchases and promotions
- Asked open-ended questions to assess customer needs
- Learned, referenced and applied product knowledge information
- Trained new hires on computer system and proper call management
- Wrote training schedule
- Wrote training materials and maintained training scores and stats for all new hires
- Handled one on ones with new hires and their potential department supervisors
- Handled all ordering for new training materials as well as maintain budget.
Education
Associate of Arts - General
Frederick Community College
Frederick, MD12-2020
High School Diploma -
Governor Thomas Johnson
MD01.1991
Skills
- Creative problem solver
- Multi-line phone talent
- Exceptional communication skills
- Medical terminology knowledge
- MS Windows proficient
- Strong client relations
- Training development aptitude
- Quick learner
- Self-directed mindset
- Team Leadership
Affiliations
- Volunteer with Frederick County 4-H and Catoctin FFA
- Volunteer with Fiber demonstrations at The Great Frederick Fair.
- Volunteer with the MD Sheep and Wool Festival ( largest festival of its type in the United States) organizing the Display of Sheep breeds and working with over 50 volunteers.
- Current President of FASSE Union.
References
References available upon request.
Timeline
Route Surveyor
Frederick County Public Schools
09.2020 - Current
Bus Driver
Frederick County Public Schools
02.2015 - 09.2020
Customer Service/ Claims Processor/ Claims Auditor
FlexAmerica/Pay Flex/ Atena
10.2004 - 05.2014
Customer Service Trainer
MAMSI/ United HealthCare
03.1997 - 07.2004
Associate of Arts - General
Frederick Community College
High School Diploma -
Governor Thomas Johnson
Similar Profiles
Stephanie Jordan GuyStephanie Jordan Guy
Kindergarten Teacher at Frederick County Public SchoolsKindergarten Teacher at Frederick County Public Schools
Riley SavageRiley Savage
Volunteer at 100+ Service Hours: Hillcrest Elementary (Frederick County Public Schools), St Vincent Pallotti High School, Mt. Pisgah AME ChurchVolunteer at 100+ Service Hours: Hillcrest Elementary (Frederick County Public Schools), St Vincent Pallotti High School, Mt. Pisgah AME Church
Doyle Chad WinesDoyle Chad Wines
Physical Education Teacher at Frederick County Public SchoolsPhysical Education Teacher at Frederick County Public Schools
Sarra WolfersbergerSarra Wolfersberger
High School French Teacher at Frederick County Public SchoolsHigh School French Teacher at Frederick County Public Schools
Cole TorresCole Torres
Warehouse Associate at Turf Equipment & Supply CompanyWarehouse Associate at Turf Equipment & Supply Company