KARREN HEATH
SUNRISE,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
32
32
years of professional experience
Work History
Customer Service Disputes and Fraud Specialist
American Express
08.2018 - 11.2023
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Maintained detailed records of all detected fraud incidents for future reference and analysis.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed transactions and receipts to identify any suspicious activity.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
Customer Care Representative
American Express
05.2010 - 08.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Communicated with clients regarding account services, statements, and balances.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Senior Account Service Representative
Alliance Entertainment Corporation/Bassin Dist
02.1992 - 06.2005
- Established strong relationships with key clients, resulting in long-term partnerships and repeat business.
- Actively participated in company-wide training sessions, staying up-to-date on industry changes and emerging best practices in account management.
- Gathered valuable feedback from clients through regular check-ins, using insights to drive continuous improvements in service delivery quality.
- Collaborated with cross-functional teams to develop customized service offerings for high-value accounts.
- Cultivated a deep understanding of client needs, enabling the development of tailored solutions that addressed unique pain points.
- Managed a diverse portfolio of accounts, consistently exceeding performance targets in terms of revenue generation and customer satisfaction.
- Mentored junior team members, providing guidance on best practices in account management and client relations.
- Received recognition for outstanding performance in client retention and satisfaction, showcasing commitment to delivering top-notch account services.
- Enhanced customer retention through dedicated account management and tailored service solutions.
- Educated clients on relevant policies and options and answered questions to remedy issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Education
High School Diploma -
Miami Norland Senior High
Miami Florida06.1987
Skills
- Transaction review
- Procedure review
- Dispute Resolution
Accomplishments
- Achieved Excellent customer ratings and by completing incoming calls with empathy, accuracy and understanding.
- Awarded Employee of the month multiple times
- Achieved recognition Quarterly for Exceptional Metrics and Customer Numbers
- Received Special Commendation for Theft Prevention
Reading, World History and Lore
I am an avid reader of Fiction and Non Fiction
Timeline
Customer Service Disputes and Fraud Specialist
American Express
08.2018 - 11.2023
Customer Care Representative
American Express
05.2010 - 08.2018
Senior Account Service Representative
Alliance Entertainment Corporation/Bassin Dist
02.1992 - 06.2005
High School Diploma -
Miami Norland Senior High
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