Customer Service Office Specialist
Resume:
KAREN I. STEPHENS
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Sharpsville, PA 16150
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*******@*****.***
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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