Karen

McKoy

ad3aeb@r.postjobfree.com

734-***-****

Clayton, NC 27527

Summary

Knowledgeable and professional receptionist, adept administrative support with over 10 years of customer service and working with data. I pride myself on planning, problem-solving, and analyzing data to influence decisions that impact customers/colleagues. I communicate with an efficient approach to ensure that each experience I provide results in a successful outcome. I am looking to leverage my love for data and experience in technology, to a more supportive role.

Skills

Microsoft Office

Analytical

Customer Relations

Problem Solving Abilities

Time Management

Logistics / Shipping

Microsoft Excel

Team Player

Creative Problem Solving

Office Equipment Proficiency

Inbound and Outbound Calling

Call Center Operations

Credit Card Payment Processing

Order and Refund Processing

Building Customer Trust and Loyalty

Upbeat and Positive Personality

Multitasking and Prioritization

Education and Training

Diploma

Michigan Institute of Aeronautics

Belleville, MI

Airframe & Powerplant, 05/1999

Some College (No Degree)

Detroit College of Business

Dearborn, MI

Business

Experience

Fidelity Investments

Customer Relationship Advocate Durham, NC 02/2023 to Current

Ability to handle different types of situations

Listening with compassionate skills to support customers

Remained calm and professional in stressful circumstances and effectively diffused tense situations

Demonstrated excellent communication skills in resolving product and consumer complaints

Developed strong customer relationships to encourage repeat business

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Spectrum

SCS Managed WiFi Tech Support Greensboro, NC 05/2022 to 02/2023

SCS Manage WiFi Tech Support, Successfully walk customers through troubleshooting their internet

Assure connection signals to wireless/wired networks

Resourcefully log for service trouble, or outages in the area

Identify inquiries of customers, and answer questions or concerns they have while building relationships that improve customer loyalty

Verify connectivity between customer's equipment and network, verify IP, browser settings

Assist customer in adding devices into device management portal to ensure proper connection

Check status of controller, Access Point, Switches and PDU

Resetting Access points and resetting

Create work orders in Agent OS and trouble ticket in remedy.

Spectrum

SCS Tech Support 2 Greensboro, NC 05/2021 to 05/2022

Successfully walk customers through troubleshooting their cable, internet, or voice services

Responded to assistance requests from users and directed individuals through basic troubleshooting tasks

Answered use and repair questions via telephone requests

Assure connection signals including cable, internet and voice

Resourcefully log for service trouble, or outages in the area

Identify inquiries of customers, and answer questions or concerns they have while building relationships that improve customer loyalty

Review quality of work orders for proper coding and make sure work orders are closed

Assign equipment to order, provision and activate

Multitask with various systems to make sure serial numbers and mac addresses are correct, and consistent across all systems

Ensure phone numbers have been imported accurately

Spectrum

SCS Tech Support 1 Greensboro, NC 06/2020 to 05/2021

Troubleshoot with customers

Answered use and repair questions telephone requests

Supported customers with online billing, access and account issues

Troubleshoot cable and internet or send a technician if troubleshooting unsuccessful

Guide customers in getting cable accessories to pair

Valley View School District

Temporary Task Force Romeoville, IL 04/2019 to 06/2019

Unpacking and prepping systems for installation

Installing, reimaging, configuring and deploying systems

Relocating systems to alternative sites, cleaning and setting them up in new locations

Asset management and associated inventory and security tasks as required

Documenting tasks, following procedures and work flow

Communicating with fellow technicians, users and service manager in an open, consistent and transparent manner

Travelling from school building to school building, as needed

Routinely reading documents for general understanding and for analytical purposes

Troubleshot hardware issues and facilitate repairs to Chromebook(s)

Utilizing technical, analytical and computer skills

Crate and Barrel

Seasonal Customer Service Rep Naperville, IL 11/2018 to 01/2019

Answered incoming calls and emails, providing frontline customer support or assistance with orders, products and service transactions

Provided product information and suggested alternative product solutions based on customers' needs

Entered orders into systems and verified all information was accurate

Provided delivery assistance to the customer including, but not limited to, scheduling deliveries, resolving delivery issues, ordering parts and entering return/replacements for shipped and/or delivered items

Provided basic assistance for gift registry, such as helping customers maintain the registry

Provided service solutions and/or compensation to appease customers based on guidelines

Developed and maintained effective, collaborative relationships with company personnel and customers

Adhered to all Customer Service Center Guidelines

Developed strong customer relationships to encourage repeat business

Custom

Indian Prairie School District

Lunchroom Supervisor Aurora, IL 01/2018 to 11/2018

Supervised students during lunch periods in serving lines, while eating and during lunchroom dismissal

Circulates among tables to aid or to resolve minor issues

Maintained discipline in the lunchroom according to school and district policies

Followed appropriate training guidelines in the use of conflict resolution to strategies assist students in solving problems that occur during the lunch period

Reported all student injuries, accidents, illnesses and discipline issues to the appropriate authority immediately, or as soon as reasonably possible

Worked cooperatively with food service staff

Maintained confidentiality about students

Established and communicated lunchroom rules and monitored and enforced proper and respectful lunchroom behavior.

Followed district guidelines for appropriate dress

Displayed tact and courtesy when dealing with students, staff and others

West Allegheny School District

Server, Account Handler, Administration Assistant. Imperial, PA 12/2010 to 11/2016

Server/Dishwasher - Apportioned and served food to employees and students. Washed pots, pans, dishes, utensils, and other cooking equipment. Monitored use of government food commodities to ensure that proper procedures were followed. Continually kept carpets and floor clear of debris. Maintained proper temperature of food items.

Account Handler - Managed closing duties, including restocking items and reconciliation of the cash drawer. Accurately made change for cash transactions. Counted money in drawers at the beginning and end of shifts to ensure amounts are correct.

Administrative assistant and Guidance Clerk - Made copies, sent faxes and handled all incoming and outgoing correspondence. Assisted new students inquiring about financial aid, including walk-ins and those calling and emailing for information. Standardized department filing system to increase efficiency. Handled and processed confidential patient information. Placed calls to parents to determine reasons for students' absences, meticulously noting details. Welcomed visitors to the main office and asked questions in an effort to determine how to best serve them. Processed daily attendance.

Verizon Wireless

Senior Financial Services Representative Southfield, MI 07/2007 to 07/2008

Answered 100+ calls per day

Negotiated payment plan or payment in full

Assisted with basic cell phone problems

Self-motivated and worked under very little leadership

Received $37,000 award for ten consecutive months

Received 100% quality for ten consecutive months

Unisys Corporation

Order Fulfillment Specialist Plymouth, MI 03/1986 to 07/2007

Picked products from designated locations to fulfill customer orders

Order Pulling experience using RF scanners

Operated all warehouse equipment in a safe manner

Prepared products for shipping according to company specifications

Coordinated with freight forwarders to expedite international shipments

Operated powered lift trucks, floor sweepers, pallet jacks and forklifts safely and with a 0% incident rate

Assisted in department where PCs were torn down and rebuilt, also erased operating systems on PCs and laptops

Created RAID1 disk array and configured the disk for hardware mirroring

Configured CMOS on servers and workstations

References

REFERENCES [Available upon request.

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