Customer Service Representative

Karen Bartlett

** ********* ****

North Hampton, N.H. 03862

603-***-**** Cell

Professional Summary:

I am Customer Service Representative who maintains an exceptional level of professionalism, patience and efficiency. I will minimize customer dissatisfaction and increase customer loyalty. I offer a record of successful job performance. I have proven problem solving ability and experience developing and implementing innovative solutions to better large organizations. Skills:

High customer service standards

Dedicated to process improvements

Strong problem solving ability

Troubleshooting skills

Training and training manual contributor

● Active Listening - Giving full attention to what other people are saying. Taking time to understand the points being made. Asking questions as appropriate and not interrupting at inappropriate times.

● Time Management - Managing one’s time and the time of others.

● Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

● Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Education:

Portsmouth Senior High School – 1985 to 1989

General Courses

Hesser College – 1995 to 1997

Criminal Justice

Associate Degree

Graduated with high honors

Employment:

Post Liaison, National Visa Center – July 2008 to present

● Analyze data to determine answers to questions and concerns from the Department of State and the public customers

● Build confident lasting relationships with U.S. Embassies and Consulates

● Proposed and developed process improvements to enhance efficiency and effectiveness of inter-department operations

● Created and executed a training program for future Post Liaisons once the position was contractually approved

● Assisted with the development of the call center's operations, quality and training processes

● Hear and quickly resolve complaints from the client and the customers

● Analyze and report monthly 221(g) data to the U.S. Government

● Perform root cause analysis to resolve systematic processing issues

● Supervise a team of 10 or more

911 Emergency Dispatcher, Newmarket Police Department – 2006 to present

● Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures

● Enter, update, and retrieve information for teletype networks and computerized data systems regarding such things as wanted persons, stolen property, vehicle registration, and stolen vehicles

● Maintain access and security of highly sensitive materials

● Maintain files of information relating to emergency calls such as personnel rosters and emergency call-out pager files

Customer Service Representative, AT&T – 2007

● Transmit information or documents to customers, using computer, mail or facsimile machine

● Analyze data to determine answers to questions from customers or members of the public

● Schedule appointments, maintain data, and update appointment calendars

● Hear and resolve complaints from customers

Supervisor, 3 Squares Restaurant – 2007

● Resolve customer complaints regarding food service

● Train workers in food preparation, service, sanitation, and safety procedures

● Assign duties, responsibilities, and work stations to employees in accordance with requirements

● Took necessary steps to meet customer needs and effectively resolve food or service issues

● Communicated clearly and positively with co-workers and management

● Took initiative to find extra tasks when scheduled duties were completed Manager, International House of Pancakes – 1999 to 2006

● Establish standards for personnel performance and customer service

● Managed accounts payable, accounts receivable and payroll

● Knowledge of principles and process for providing customer and personal services. This includes customer needs assessment, meeting quality standards for service and evaluation of customer satisfaction

● Counseled and disciplined staff when necessary

● Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency

● Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met

● Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality

References upon request

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