KAREN CAMPAS

484-***-**** ad15sa@r.postjobfree.com

SUMMARY

Customer-Centric Professional with a proven track record of delivering exceptional service and building lasting relationships. Adept at understanding and anticipating customer needs to provide tailored solutions, fostering loyalty, and driving overall satisfaction. Strong interpersonal and communication skills, with a keen ability to empathize and resolve issues effectively. Proficient in leveraging technology to streamline processes and enhance the customer experience. Committed to maintaining a positive and customer-focused atmosphere while consistently exceeding performance metrics. Eager to contribute dynamic customer service skills to a team dedicated to excellence.

SKILLS

• Efficient and Detail-Oriented

• Technical Support

• New Trainee Facilitator

• Supervisory Experience

• Sales

• Email Support

• Salesforce

• Zendesk

• SAP

• Workforce

• Tableau

• Peoplesoft

• Microsoft Office

• Googlesuite

• AP/AR

• Payroll Processing

• Creative Problem Solving

• Call Documentation

• Order and Refund Processing

• Data Entry

• CRM Software

• LiveChat Support

• Windows/Microsoft Office

• Billing

• Virtual Presentations

• Tech and QA SME

EXPERIENCE

08/2018 to 12/2023 (Remote) Customer Service Supervisor Verizon Communications

• Cross trained in multiple departments to know all company needs and train new employees.

• Ensure the timely and successful delivery of solutions to clients’ unique needs, working with internal departments to ensure project resolutions.

• Ability to constantly adapt to a dynamic and complex work environment.

• Assist with high severity requests or issue escalations as needed

• Analyzed and updated all necessary changes to Salesforce software

• Processed customer service requests via phone support and email support

• Customized CRM using the most up-to-date tools (i.e., workflows, triggers)

• Noted customer correspondence in CRM to track requests, problems and solutions.

• Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services.

• Audited internal data and processes to identify and manage initiatives, improving business performance.

• Recommended metrics and models based on observed trends.

• Worked with internal teams to understand business needs and changing strategies.

EDUCATION AND TRAINING

07/2015 to 08/2018 Account Administrative Representative/Data Entry Verizon Communications

• Performed administrative tasks and assisted in executing business solutions

• Successfully entered data into company database and validated the accuracy of valuable company information

• Used and analyzed data from automated information aggregators to update the database

• Generated data reports, enter company findings into the database and perform backups

• Supported data entry across departments as requested, switching promptly to new projects.

01/2012 to 06/2015 Customer Services Representative Verizon Communications

• Assisted staff with resolving complex customer issues and implementing targeted solutions.

• Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed.

• Documented customer correspondence in CRM to track requests, problems and solutions.

• Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services

• Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools

• Assisted customers by providing confirmations, answering questions and offering general information.

MBA Business Management

Cedar Crest College

BS, Business Administration

Muhlenberg College

Project Management Professional Certification

Muhlenberg College

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