Karen A Scott-Beasley

Chicago, Illinois ***** - 847-***-**** Email: ad4ym2@r.postjobfree.com

OBJECTIVE: To obtain a position in an organization that provides the opportunity for growth, and advancement with the ability to help and assist the company as well as those that need assistance. Education: Southern Illinois University-2 years.

● Major: General Studies

● Minor: Business Administration and Human Services

● Client Services / Customer Relations

CERTIFICATE: NORTHERN TRUST

● Customer Service

● Call Center, Ethics and Behavior

● Bank Services Certification

Skills & Abilities:

● Certified Call Canter Representative

● Exceptional Client and Customer Support Agent

● Very Professional in taking calls in a very high volume call center

● Office Administration/ Microsoft Word, Excel, Power Point, Internet

● Receptionist

● Data Entry

● Processing

● General Accounting Clerk

● Accounts Payable

● Prioritize / Delegate

● (OJB) On the Job Trainer / Leader

● Flexibility and a quick learner

COMMUNICATION:

Very well spoken, able to work with all levels of management. Communicate well with the clients and customers as well as my peers. I am very fluent in communicating on the phone in person through emails as well as presentations and voicemails. LEADERSHIP:

● I have had the opportunity to train new employees. I have been put in charge of my team in my supervisor’s absence such as meetings. I have trained and participated in call coaching and delegated the work on the team.

EXPERIENCE:

People Ready

Call Center Agent

March 2019 to April 2020. Took inbound and outbound calls from clients assisting them in making sure they have the tools they need to be successful in their job search. People Ready

College Admissions Support Agent

May 2018 to March 2019

● To provide customer service and respond to inquiries from potential students who have expressed interest in our school programs via incoming and outgoing phone calls to our centralized service center. Recruiter/ Peryam and Kroll Research Company/Chicago, Illinois November 2017-March 2018

● Handled up to 20-50 incoming and outbound calls daily.

● Scheduling qualifying clients for upcoming surveys.

● Made outbound calls to clients to update contact information and to register them. Service Specialist/Northern Trust Company/Chicago, Illinois October 1997-November 2014

● Handled up to 100, incoming calls daily from retirees regarding their monthly pension payments in a call center environment.

● Provided a high-quality support by addressing customer inquiries and concerns, initiating data entry and accounts payable.

● Demonstrating empathy and resolving problems on the spot.

● Updating and processing customer contact information, as well as participated in mailing out monthly reports via regular mail or Federal Express to Northern Trust Clients.

● Supported families of deceased pension holders as well as assisted retirees.

● Issued year-end 1099R tax forms by mail original or reprinted copy to the retirees for filing their tax return.

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● Made secured calls to clients on a recorded line verifying signatures on files making changes if any and, initiating approval of payments over $150,000 or more; pending processing and payouts.

Sales Associates/ Lord & Taylor Water Tower Place Chicago, Illinois November 1996-June 1997

● Greeted customers, probing to assist their needs

● Customer specialist in gift- wrapping, or accommodating the customer every need from calling another store to locating merchandise per customer's request

● Worked as a floater in multiple departments.

● Customer Service Manager, when staff was short

● Resolved issues quickly and efficiently. Provided ongoing guest service including giving fashion advice.

● Maintained cleanliness and presentation of stock room and production floor

● Organized store merchandise racks to promote a visual and appealing environment

● Participated in physical inventory counts annually. References Available Upon Request

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