Summary
Overview
Work History
Education
Skills
Timeline
Generic

Teresa Karvis

Customer Service Manager
Saint Charles,MO

Summary

I have been in a customer service role for over 30 years. I have the experience and knowledge to manage a team that adapts to industry & technological changes while ensuring customer satisfaction. I can coordinate and delegate between office and production staff to meet high demand deadlines. Deadlines, multi-tasking, budgeting, high stress environment, customer and staff communication are key success.

Overview

23
23
years of professional experience

Work History

Customer Service Manager

Publishers' Graphics
Earth City, MO
07.2016 - Current
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Followed through with client requests to resolve problems.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Kept accurate records to document customer service actions and discussions.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Developed service procedures, policies and standards.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Generated customer satisfaction surveys to analyze results into action plans.
  • Researched and corrected customer concerns to promote company loyalty.
  • Collaborated with marketing department to launch and manage promotional activities and campaigns.
  • Created and reviewed invoices to confirm accuracy.
  • Addressed potential cancellations and offered catered solutions to retain accounts.

Account Coordinator

Publishers' Graphics
Earth City, MO
03.2001 - 07.2017
  • Updated internal databases with account information to maintain concise, clear records.
  • Asked appropriate open-ended questions to discover customers' needs and requirements.
  • Maintained extensive knowledge of competitors' offerings and presence in assigned territories.
  • Escalated issues to appropriate channels as necessary.
  • Analyzed invoices to detect discrepancies, duplicate payments and overpayments.
  • Prepared, filed and retrieved sales-related documents such as contracts.
  • Assisted in developing and implementing business improvement programs to bring gradual, ongoing improvements to products, processes and services.
  • Liaised with internal teams to facilitate proper pre-and post-sales service.
  • Produced revenue and expense projections and enrollment results for internal and external distribution.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Kept high average of performance evaluations.
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Monitored front areas so that questions could be promptly addressed.
  • Managed costs and billing and resolved financial discrepancies.

Education

No Degree - General

University of Maryland
Okinawa, Japan
05.2001 -

Skills

Inter-department collaboration

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Timeline

Customer Service Manager

Publishers' Graphics
07.2016 - Current

No Degree - General

University of Maryland
05.2001 -

Account Coordinator

Publishers' Graphics
03.2001 - 07.2017

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Teresa KarvisCustomer Service Manager