KAREN I. STEPHENS

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Sharpsville, PA 16150

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903-***-****

ad3cba@r.postjobfree.com

Customer Service

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Dedicated

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Communications

Gifted communicator with outstanding external and internal customer service provided at all times. Self-directed and innovative thinker with a knack for developing creative solutions to mundane or complex problems. Dedicated to seeing projects to completion with the goal of achieving a win-win. Always striving to be an intricate member of the team. Ability to formulate successful processes ensuring project success. Entrusted with a top-secret clearance while in various held positions for the U. S. Department of Defense and three United States Federal Agencies.

Core Competencies

Superb ability to evaluate, coordinate, and deliver under pressure

Highly skilled in communicating across corporate levels

Use fact finding approach to solving problems

Approaches challenging tasks with a decisive “can-do” attitude

Assess needs and takes action before being asked or the situation requires it

Proficient in multi-tasking maintaining attention to detail and accuracy

IT Specialist with certifications in Microsoft; Master Office Specialist 2002 (XP) & Master Office Specialist 2000

Professional Experience:

Tri-County Industries, Inc.

Customer Service Clerk

12/19/2022 - Present

Respond to customer service calls; approx. 125 daily calls

Solve customer issues, requests, complaints

Process customer packages, new and cancelled

Take electronic account payments

Initiate paperless billing and auto-payment at customer request

Coordinate cart delivery and/or pickup

Create work orders initiating missed trash, recycling, yard waste and bulk pickups

Analyze customer billing issues and answer billing questions, request account credits

Follow up on bad debt accounts; securing necessary payment

Schedule dumpster hauls

Sell roll-off rentals and schedule deliveries and pickups

Maintain excellent customer service by focusing on policy using empathy and humor when necessary to achieve company goals while attaining customer needs

Lowe’s, Hermitage, PA

Head Cashier

04/2022 - 11/19/2022

Responsible for the daily schedule of cashiers and their work location assignments, as well as oversee the customer service desk

Mentoring cashiers in processing customer returns, sales, orders, special orders, internet fulfillment and curbside

Handle customer service procedures, e.g., financial overrides, discounts, etc., that require management oversight

Handle customer complaints meeting customer satisfaction, while adhering to Lowe’s policy and procedures

Run and analyze weekly reports; e-receipt penetration, invoice count, Credit Application, Lowe’s Protection Plan close rate

Customer Service

10/2020 - 04/2022

Well-versed in the Lowe’s point of sale computer system

Adept at rapidly processing customer returns, sales, orders, special orders, internet fulfillment and curb-side

Processing additional payment options using Progressive Leasing

Assisting customers in finding the products they need and procuring orders and special orders

Handling returned products sending back to the manufacturers or back on the sales floor

Processing new requests for Lowe’s credit cards, taking credit card payments, editing customer’s personal card information, as well as providing temporary cards

Assisting customer questions and customer inquiries

Handling disgruntled customers, finding the best solution to meet customer satisfaction, while adhering to Lowe’s policy and procedures

Answering all store incoming calls, directing to appropriate department or individual

Retired

11/2019 – 10/2020

City of Aubrey, Texas

Utility Billing Clerk

10/2014 to 11/2019

Process and maintain accurate records relating to water/wastewater and trash accounts; including service installations and terminations (approximately 1200)

Prepare monthly billing and late billing for water/wastewater and trash; reading and re-reading meters electronically, accurately recording meter usage and data

Investigate idle meters with consumption; investigate idle services for illegal service connections, applying appropriate fines

Accept and handle payments; in person, drop box, by phone, and web payments

Process bad checks with the County of Denton and client follow-up with ACH returns

Process Cutoff lists (billing and missed arrangements)

Issued and tracked Certificate of Occupancy (CO); city has since discontinued CO’s

Point-of-contact for trash collection (commercial dumpster and non-commercial) adhering to contractual guidelines

Review trash invoice for accuracy; compiling matrix for necessary changes

Prepare and track service orders and field customer service requests; approximately 1050 per year

Record and track incoming 811 requests

Annually apply bracketed pricing based on average consumer water consumption

Prepare daily deposits; maintain reconciliation

Prepare annual and quarterly Public Works reports

Prepare and manage back-flow device inspections, currently 197 (commercial and non-commercial) per Texas Commission on Environmental Quality (TCEQ)

Designed and maintain a forms database

Assist Records Management Officer

Produce customer newsletter and other city marketing handouts

Texas Notary Public

Diamond Grocery, Aubrey, TX

Assistant Manager

6/2012 -10/2014

Successfully handled all customer service issues, supervised staff, performed employee evaluations, wrote shift schedules, accountable for all monies and deposits, ran and analyzed weekly management reports, responsible for openings and closings, maintaining store presence, stocking, and participated in quarterly asset management. Assisted manager in the all daily store operations.

Family Dollar, Aubrey, TX

Assistant Manager

2/2012- 06/2012

Successfully handled all customer service issues, supervised staff, performed employee evaluations, wrote shift schedules, accountable for all monies and deposits, ran and analyzed weekly management reports, responsible for openings and closings, maintaining store presence, stocking, and participated in quarterly asset management. Assisted manager in the all daily store operations.

Unemployed – Seeking employment – Moved to Texas to be with family

10/2010-02/201

Sevatec, Inc., Falls Church, VA. – Department of Education (Washington, DC)

Program Manager & Senior Instructor

4/2007-10/2010

Administered a 500K training budget for approximately 5500 participants; located in Washington, D.C. and 12 regional locations

Point of contact for all contract management tasks, including financials, reporting, and hiring

Supervised a training team of 3 instructors and 1 training administrator

Managed and scheduled workload for two sub-contractors

Developed and supervised a training plan integrated with organizational goals and customers/client requirements

Developed a training plan to roll-out MS Vista and Office 2007 ensuring continuous productivity based on core competencies

Competent in utilizing the LMS system and also designed and created an Access Database and Excel Trackers to collect, study, and analyze statistical data

Produced monthly and annual reports and briefings to communicate strategy, progress, and improvements to client

Planned and scheduled Full-Day, Short Courses, Lunch & Learns, Technical and Custom classes, and desk-side support

Successfully oversaw Helpdesk support for approximately 3000 calls annually; pledging quality and timeliness

Sevatec, Inc., Arlington, VA – Department of HUD (Washington, DC)

ECPIC Support Manager

3/2006-4/2007

Provide operations support and maintenance for electronic Capital Planning Investment Control (eCPIC)

Manage Onsite Help Desk specialist providing IT capital planning and investment management processes

Perform Data Management Service including maintenance of the eCPIC Resource library

Sevatec, Inc., Fairfax, VA – Department of Education (Washington, DC)

Senior Instructor

9/2004-3/2006

Desktop training specialist in computer software specializing in Microsoft Office 2000

Wrote various short-course materials

Provided help-desk support as well as desk-side support, approximately 2500 calls for 3 person staff

CERTIFICATIONS

Microsoft, Master Office Specialist 2002 (XP)

Microsoft, M monthly aster Office Specialist 2000

EDUCATION

Six Sigma Qualtec, West Palm Beach, FL – 1993 - 1994 – Team Member, Team Leader and Facilitator Training

St. Leo College, Norfolk, VA – 1991 - 1992 – studied Business Administration

Alpha-Omega Real Estate, Virginia Beach, VA – 1986 – Commonwealth of Virginia Professional Licensed Real Estate Agent

University of Maryland, LaMaddalena, Italy – Munich, Germany Branch – 1984 - 1986 – studied Computer Science

REFERENCES PROVIDED ON APPLICATION

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