Customer Service Call Center
Resume:
Karen Lee Keeton
Professional, experienced, educated, growth oriented, team focused, collaborative minded, positive attitude
Las Vegas, NV 89146
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Windows, Microsoft OS, Excel, Outlook, Google, Salesforce, CRM, Avaya, Polaris, ePic, Voyager, Secure Payment transactions, Confidentiality, Accurate Order or Process Status, Retention and upselling, Snippet, Zoom, Ring Central, WebEx, Microsoft Teams. Authorized to work in the US for any employer
Work Experience
Fraud Risk/Mitigation
Ttec, Inc./Tele Tech Holdings - Las Vegas, NV
January 2023 to Present
Fraud risk determination, user authentication, verification or escalate. Accurate noting of account. Thoroughness of call. Specific card services, fraud inquiries, excellent and confidential customer experience responsibilities for major bank institution. Customer Resolution Specialist
3 Day Blinds - Las Vegas, NV
March 2022 to December 2022
High priority Case Management. Resolving difficult or complex cases for customer issues with products involved. Created when necessary, and resolved cases with active listening, chain of communication, follow through, genuine empathy, and multiple programs, system tools, applications. Payment transactions, customer status and follow through. Exceeded expectations with customers, per email surveys and comments.
Customer Care Associate
FirstService Residential - Las Vegas, NV
November 2020 to April 2021
Handling inbound customer calls from residents, property managers, real estate professionals, emergency or after hours calls, troubleshooting, with utmost patience, professionalism, guidance, resolving issues, questions, concerns. Shared knowledge, policies, account information, HOA standards, billing, fulfilling metrics to highest standards, exceeding expectations, giving caring customer service. Loyalty/Retention Specialist
Sutherland Global Services (USA COMPANY) - Las Vegas, NV December 2019 to June 2020
Customer Retention, for major communications provider, fulfilled metrics and required parameters of line of business for customer loyalty and retention. With courtesy, friendliness, patience, provided excellent and knowledgeable resolve to various questions, concerns, needs. Utilized multiple channels of communication, applications and platforms, concurrently, and communicated well using Microsoft Teams, with Team Leader and colleages.
Customer Service
Czar Marketing Group - Las Vegas, NV
May 2018 to November 2019
Contracted as inside sales and customer service agent. Outbound calls to existing and potential investment and marketing clients. Acted in timely manner for mining and discovery of interested new clients, retaining existing clients, with positive rapport. Exceeded metrics, call volume requirements, solid relationships, striving for exceeding expectations and beyond. Commission and bonus based position. Education
Bachelor's degree in Liberal Arts & Sciences; Sociology, Education Vanguard University of Southern California - Costa Mesa, CA August 1981 to May 1985
Skills
• Customer experience, support, service (10+ years)
• Working w/ students on Autism Spectrum (10+ years)
• Curriculum development
• Teaching
• Tutoring
• Social Work
• Inside Sales
• Outbound Sales
• Marketing
• Microsoft Word
• Administrative Experience
• Leadership
• Research
• Organizational Skills
• Experience Working With Students
• Recruiting skills
• Interviewing (5 years)
• Administrative and Business Operations (3 years)
• Case Management
• CRM Software
• Upselling
• Communication skills
• Data entry
• Financial services
• Qualitative analysis
• Banking Data authentication
• Fraud Risk Mitigation/authentication
Languages
• Spanish - Intermediate
• English - Fluent
Links
https://www.linkedin.com/in/karen-lee-keeton-1324741a1 Certifications and Licenses
Certified Massage Therapist
May 2017 to April 2018
Comprehensive Therapeutic Massage, Clinical Therapy, Trigger Point Therapy, Sports Therapy, Hydrotherapy, Cranial Sacral Focused Therapy, Reflexology, Whole Person Therapy Assessments
Customer focus & orientation — Expert
December 2021
Responding to customer situations with sensitivity Full results: Expert
Call center customer service — Highly Proficient
December 2021
Demonstrating customer service skills in a call center setting Full results: Highly Proficient
Customer service — Highly Proficient
December 2021
Identifying and resolving common customer issues
Full results: Highly Proficient
Sales skills — Highly Proficient
December 2021
Influencing and negotiating with customers
Full results: Highly Proficient
Verbal communication — Highly Proficient
December 2021
Speaking clearly, correctly, and concisely
Full results: Highly Proficient
Written communication — Highly Proficient
December 2021
Best practices for writing, including grammar, style, clarity, and brevity Full results: Highly Proficient
Outside sales — Proficient
December 2021
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Proficient
Working with MS Word documents — Proficient
December 2021
Knowledge of various Microsoft Word features, functions, and techniques Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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