Karen Lee Keeton

Professional, experienced, educated, growth oriented, team focused, collaborative minded, positive attitude

Las Vegas, NV 89146

adzbaz@r.postjobfree.com

+1-702-***-****

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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