supervisor

Karen L. Cohens

*************@*****.*** 281-***-**** Clarksville, TN

Professional Summary

Experienced banking and contact center management professional with over 10 years of expertise in AP/AR, customer service leadership, and performance management. Proven success in building teams, driving fiscal initiatives, and enhancing customer relationships. I am skilled in quality assurance, project management, and developing structured deliverables to improve customer life cycles.

Core Competencies

Quality Assurance

Financial Management

Contact Center Operations

Clerical Administration

Project Management

Auditing

Accounting

Highlighted Achievements

Reduced attrition by 20% through enhanced onboarding and focus groups.

Designed a call center SOP manual to streamline operations for site leadership.

Successfully drove fiscal initiatives, delivering consistent performance within budget.

Established and nurtured client relationships with Fortune 500 companies.

Professional Experience

Owner/Operator

Cohens’ Tax Services (2001 – Present)

Verified data inputs and identified errors in arithmetic and data entry.

Prepared individual and small business tax returns, ensuring compliance with regulations.

Applied appropriate adjustments, deductions, and credits to minimize client taxes.

Customer Service & Quality Assurance Manager

Compu-Bank, Houston, TX (2000 – 2001)

Managed relationships with business banking clients and oversaw client accounts.

Established and managed a Quality Assurance department, implementing industry-wide policies.

Designed and enforced audit procedures to improve organizational accountability.

Major Accounts Manager

Page Net Inc., Houston, TX (1999 – 2000)

Directed billing representatives for major accounts, ensuring accuracy and efficiency.

Analyzed billing data to identify trends and implement improvements.

Ensured timely and accurate invoicing for clients.

Customer Service Manager

PageNet Inc., San Antonio, TX (1995 – 1998)

Supervised customer service representatives, achieving high retention rates.

Implemented improved operational processes to enhance service delivery.

Resolved service issues and tracked them using CRM platforms.

Accounts Payable Clerk, Sr.

Coca Cola Bottling Company, San Antonio, TX (1994 – 1995)

Managed timely payment of vendor invoices and expense vouchers.

Administered checks, EFT, and ACH payments while coordinating with vendors.

Business Analyst

Dun & Bradstreet, Inc., San Antonio, TX (1992 – 1993)

Renewed past sales and identified opportunities with financial institution clients.

Delivered customized solutions to meet complex client requirements.

Customer Service Representative III

US Sprint Communications, Dallas, TX (1989 – 1990)

Trained customer service representatives and developed operations policies.

Managed high influxes of calls in a 24x7 call center environment.

Student Loan Processing Clerk

Simmons First National Bank, Pine Bluff, AR (1988 – 1989)

Verified credit applications and processed overdue payment collections.

Conducted skip traces to assist in collection efforts.

Education

University of Arkansas

Honor’s Bachelor of Science in Business Administration/Accounting

Training & Technical Skills

MS Office: Excel, PowerPoint, Access

Professional Writing & Diversity Training

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