Lesli Karns
Romeo,MI
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Lake Orion Plumbing Heating And Cooling
Lake Orion, MI
02.2021 - 07.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Administrative Assistant
Birmingham Sealcoat
Oxford , MI
03.2020 - 12.2021
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Processed invoices for payment using accounting software applications.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Answered questions from customers regarding products and services offered by the company.
- Scheduled appointments, meetings and events for management staff.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
- Handled incoming calls and directed callers to appropriate department or employee.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Responded to customer issues to provide immediate resolution and improve retention.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
Customer Service Representative
Check N Go
Pontiac, MI
09.2018 - 03.2020
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Processed loans for customers
- Processed all payments
- Collection calls
- Counted cash and maintained safe
- Counted all money drops make sure everything balanced at end of shift
Manager
Spa on the Lake
Oxford, MI
06.2014 - 09.2018
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Developed annual goals for each department based on market trends and competitor analysis.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Organized special events such as conferences or training sessions for employees.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Entered time and attendance logs in preparation for payroll.
Education
License - Cosmetology
Michigan College of Beauty - Troy, Inc.
Troy, MISkills
- Account Updating
- Consultative Sales
- Product Knowledge
- Scheduling
- Upselling and Cross-Selling
- Inbound and Outbound Calling
- Complaint Resolution
- Data Entry
- Paperwork Processing
- Data Collection
- Creative Problem Solving
- Service Upselling
- Research
- Courteous Demeanor
- Computer Proficiency
- Sales Expertise
- Order Processing
- Lead Generation
- Problem Resolution
- Customer Service
- Product Sales
- Typing Proficiency
- Adaptive Team Player
- Senior Leadership Support
- Spreadsheets
- Customer Relations
- Report Preparation
- Shipping and Receiving Understanding
- Positive and Professional
- Client Relations
- Credit Card Payment Processing
- Microsoft Office Suite
- High-Energy Attitude
- Professional Telephone Demeanor
- Administrative Support
- Stocking and Replenishing
- Microsoft Office Expertise
- Grammar
- Call Center Operations
- Microsoft Outlook
- Retail Marketing
- Microsoft Excel
- Clerical Support
- Sales Closing
- Warranty Service
- Retail Sales Customer Service
- Travel Planning
- Filing
Timeline
Customer Service Representative
Lake Orion Plumbing Heating And Cooling
02.2021 - 07.2023
Administrative Assistant
Birmingham Sealcoat
03.2020 - 12.2021
Customer Service Representative
Check N Go
09.2018 - 03.2020
Manager
Spa on the Lake
06.2014 - 09.2018
License - Cosmetology
Michigan College of Beauty - Troy, Inc.
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