Customer Service Representative
Resume:
Karen Fergus
Jordan, MN *****
****************@***********.***
Professional Summary
I am retired from the Hennepin County Sheriff's Office, after 30 years of continuous service. I am seeking PT/FT employment in the south Metro area.
Work Experience
Administrative Assistant to the Community Coordinator School Sisters of Notre Dame, Central Pacific Province-Shakopee, MN November 2023 to Present
This position provides assistance to the SSND Community Coordinator(s) so that the material and personal needs of the resident are met.
• Perform duties in a manner that is consistent with the mission, values, and policies of the School Sisters of Notre Dame
• Creat efficient filing systems both electronically and physically to ensure easy retrieval of important documents
• Handle sensitive information with utmost confidentiality while maintaining data integrity at all times
• Demonstrate proficiency in using various software applications (e.g., Microsoft Office Suite) to create documents/spreadsheets/reports efficiently and accurately
• Act as Liaison with building management regarding maintenance requests, safety/security protocols, and other facility-related matters
• Cultivate positive relationships through effective communication and timely resolution of issues
• Provide administrative support by preparing necessary documents, tracking revisions, and ensuring compliance with legal requirements
Desk Attendant/Concierge
FirstService Residential-Minneapolis, MN
August 2023 to Present
I am currently a PT desk attendant, working the overnight shift PT (Friday and Saturday, 11 pm to 7 am) at 1200 on the Mall condominiums in Minneapolis, MN. I previously worked in the same capacity at Centre Village condominiums in Minneapolis, MN.
Test Administrator/Test Center Manager
Pearson Vue-Bloomington, MN
March 2019 to April 2024
Responsibilities:
• The Test Administrator position is responsible for providing a secure exam delivery and superior customer service in a comfortable friendly environment. Comply with all testing procedures and strictly adhere to company policies using careful judgment.
• Check in testing candidates, verify identification, and explain the exam process.
• Proctor / invigilate candidates while testing
• Troubleshoot with internal departments to fix technical issues
• Complete light housekeeping duties such as vacuuming the floors and sanitizing keyboards after each candidate has finished their examination.
Promoted to the Eagan, MN PPC in November of 2022 as the Test Center Manager.
• Additional duties include scheduling staff, training new employees, ordering supplies, attend monthly staff meetings, fingerprinting for MN Department of Commerce licensing, processing all required paperwork, troubleshooting computer hardware, software, and programs. Mobile Enrollment Agent
Idemia/Identogo
February 2022 to November 2022
Responsibilities:
• Provide superior customer service to internal and external customers
• Perform basic maintenance and troubleshoot issues with fingerprinting and retail equipment, including computer hardware and software
• Verify customer identity and scan required documents into database system
• Successfully complete required biometric and data capture processes and paperwork on each customer
• Track processing time for each applicant and ensure applicants are processed in appropriate order
• Perform biometric processing to include capturing quality electronic fingerprints, photographs and sig- natures to meet or exceed program accuracy standards
• Adhere to all company and departmental employment policies regarding security and confidentiality to ensure applicant documents/information are safeguarded at all times
• Successfully completes time sensitive trainings/briefings as assigned.
• Knowledge, Skills and Abilities:
• Customer and Personal Service – Knowledge of principals and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and eval- uation of customer satisfaction.
• Technology – Knowledge of electronic equipment, computer hardware, and computer software, includ- ing applications and data entry.
• Clerical – Knowledge of administrative and clerical duties, such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures
• Monitoring – Monitoring/Assessing performance of self, other individuals, and/or outside organizations to make improvements or take corrective action.
Professional Driver (Schoolbus – CDL)
Septran – a division of Durham School Services (National Express)-Bloomington, MN April 2019 to October 2021
Responsibilities:
• Provide safe and reliable transportation service by operating position specific vehicles which may include school buses, sedans, vans, paratransit vans, limousines, taxi-cabs, shuttles, medium duty buses, transit buses, and/or motor coaches with a fixed or changing route.
• Report any maintenance problems to Maintenance in accordance with company procedure and does not operate an unsafe vehicle.
• Report to duty on time and maintains route on time but in a safe manner.
• Physically assist passengers in evacuation of the vehicle in case of emergency. Immediately reports any accident or incident per company policy.
• Exercise student and/or passenger management per company policy. Keeps the interior of the assigned vehicle clean and presentable.
• Present a neat and professional personal appearance at all times.
• Ensures vehicle is properly fueled according to facility procedures.
• Complete all required paperwork (including route change sheets, time cards, vehicle repair requests) and submits to the appropriate authority in a timely manner.
• Maintain a cooperative attitude with fellow employees, supervisors, customers, and passengers while always promoting company goodwill.
• Prepare vehicle for in- clement weather conditions, including scraping or cleaning windows, applying tire chains.
• Safely and efficiently utilize vehicle equipment, including wheelchair lifts, radios and emergency equipment.
Security Dispatcher
Allied Universal Security-Bloomington, MN
March 2018 to November 2019
Responsibilities:
Responsible for the security and safety of client’s property and personnel.
• Know all site-specific policies and procedures, and implement emergency response activities as appropriate, while providing superior customer service.
• Ensure the facility is provided with high quality security services to protect people and property by reporting safety concerns, security breaches and unusual circumstances both verbally and in writing. Skills:
• Possess effective written and oral communication and interpersonal skills with ability to deal with all levels of personnel and the general public in a professional and effective manner.
• Display exceptional customer service and communication skills. Administrative Assistant
Cambria-Belle Plaine, MN
December 2017 to January 2019
Responsibilities:
• Process incoming invoices from vendors to accounts payable.
• Code invoices for payment.
• Answer multi line telephone system, send messages and transfer calls using Cisco Jabber software.
• Schedule conference room usage, company car reservations, executive meetings, web conferences. Skills used: Practical and superior organizational skills, the ability to review and assess written information for accuracy, attention to detail, be a motivated self-starter, ability to work independently with minimal supervision.
Client Service Liaison
Northland Group-Edina, MN
June 2017 to December 2017
Responsibilities:
• Process incoming correspondence from clients according to client specifications and note such correspondence in the system. Communicate with clients, maintain communication logs, file and scan correspondence, and assist with special projects as needed. Skills used:
Excellent organizational skills, the ability to review and assess information for accuracy and completeness, be very detail oriented, possess the confidence to work comfortably in a highly regulated and fast-paced industry and be a motivated self-starter. Lead Receptionist/Front Desk Manager
Augustana Regent-Burnsville, MN
November 2016 to May 2017
Responsibilities:
• Answer phones, greet residents, family, and guests, perform office duties in a timely manner.
• Communicate all updated information to the part time receptionists. Maintain highest degree of customer satisfaction in an efficient manner.
• Receive and follow instructions from the property manager and business office manager, provide outstanding customer service to residents, family members, guests, and vendors.
• Maintain confidentiality of all resident and staff information to assures that their (HIPAA) rights are protected.
• Assist business office manager in supervision of receptionist staff.
• Train part time receptionists as changes occur, prepare and coordinate monthly front desk schedule for receptionist staff.
• Maintain the phone system.
• Maintain a current file/roster of all residents by name and apartment number.
• Prepare and coordinate monthly housekeeping schedule for housekeeping staff.
• Perform opening and closing procedures as established in reception manual.
• Update procedures as needed.
• Ensure that office supplies have been replenished, order necessary office supplies, and keep accurate records of supplies ordered and delivered. Create meal tickets for all meals and holidays as needed. Record and sell meal tickets to residents and staff.
• Maintain and secure money from the sale of tickets and Vermillion store.
• Purchase and stock all goods for Vermillion store.
• Contact and/or submit work orders for housekeeping and maintenance as needed.
• Use monitors to establish secure personnel and resident entry.
• Maintain in/out sheet with residents and staff.
• Provide direction for emergencies, including fire, tornadoes, and emergency vehicles. When fire alarm goes off the receptionist will direct all personnel to proper areas. Server (PT)
Jordan Supper Club and Tap Room-Jordan, MN
December 2015 to February 2017
(Lead) full service food and cocktail server in fine dining atmosphere of restaurant/supper club Receptionist (PT)/Customer Service
Midwest Veterinary Supply-Lakeville, MN
October 2015 to October 2016
Responsibilities:
• Answer incoming calls and respond to the customer’s questions and concerns regarding the order, billing, shipping, and payment process.
• Sort, inspect, prepare outgoing invoices for mailing, operate folding/inserting machine, also postage/ sealing machine.
• Sort, inspect, prepare mailings/products for inside/outside sales reps. Package, weigh, record mailing costs, prepare mailing cost reports monthly.
• Attend team meetings and ongoing training.
• Contribute to the team and the department in a positive and constructive manner.
• Provide a superior customer service experience to both internal and external customers. Customer Service Agent
Evine Live (now Shop HQ)-Eden Prairie, MN
June 2015 to October 2015
Responsibilities:
• Answer incoming calls and respond to the customer’s questions and concerns regarding the order process.
• Research customer inquiries and enter notes in the system to facilitate assisting the customer.
• Complete follow up outbound calls as needed to keep customers informed.
• Demonstrate professionalism on all calls and emails, creating a positive image for EVINE Live.
• Maintain and effectively articulate a thorough knowledge and skill base for policies, procedures, and computerized information systems.
• Attend team meetings and ongoing training.
• Contribute to the team and the department in a positive and constructive manner.
• Provide a superior customer service experience to both internal and external customers. Skills Used:
• Customer service, data entry, and call center.
• Ability to represent Evine (Shop HQ) live with enthusiasm and sincerity over the phone
• Excellent written/verbal communication and active listening skills
• Strong critical thinking, problem solving and conflict resolution skills
• Proficient in Microsoft Office and other computer applications
• Capable of typing a minimum of 40 words per minute and perform data entry
• Meticulous attention to detail
• Experience working with multiple computer monitors and reference points
• Ability to adapt quickly and multitask
Custody Records Coordinator
Hennepin County Sheriff-Minneapolis, MN
May 2000 to March 2015
• Reconcile complex identification issues based on past booking history, fingerprint records and specialized and limited access criminal justice data bases;
• Prepare and processing of criminal justice documents;
• Respond to court orders by interpreting orders and initiating appropriate actions;
• Conduct inmate counts;
• Initiate actions in compliance with court case disposition;
• Initiate inmate release/transfer process;
• Accept cash bails and bonds for Hennepin County and other jurisdictions;
• Initiate, coordinate and facilitate weekend judicial review sessions for judge, pre-trial, City and County Attorney's offices, Minneapolis Police Department and the Sheriff's Office;
• Extensive contact with law enforcement agencies, crime victims the judiciary and the general public;
• Function as a lead worker for In-Custody and Out-of-Custody Records, in the absence of a supervisor.
• Schedule in-custody inmates for Hennepin County District Court appearances;
• Compose reports as required utilizing word processing, spreadsheet, and database software applications.
Knowledge of Automated Fingerprint Identification System (AFIS); adult detention center intake, booking and identification/records procedures and systems; Hennepin County criminal justice database
(SIP); Criminal Justice Information System (CJIS) and National Crime Information Center (NCIC) policy and procedure; office procedures; alpha/numeric filing systems. Skills used:
• Ability to learn and apply various laws, rules and procedures pertaining to the criminal justice system; perform detailed work accurately.
• Deal with issues such as complaints and protected information in a tactful and confidential manner; establish and maintain rapport with personnel from criminal justice agencies, i.e., probation, law enforcement, district court and the judiciary, the general public, and crime victims.
• Relay negative information with tact and in a non-threatening manner. Read and understand routine correspondence, policies, and procedures (some of which is technical in content).
• Read and follow complex written and oral instructions; deal effectively with people who have limited English skills.
• Handle multiple complex and simultaneous tasks by setting priorities to meet deadlines.
• Take initiative in solving complex issues involving multiple departments/jurisdictions.
• Use sound judgement when approaching problems.
• Assume responsibility for own actions.
• Effectively communicate over the phone and in person with a variety of criminal justice agencies and the public.
Sheriff's Detention Deputy
Hennepin County Sheriff-Minneapolis, MN
November 1985 to May 2000
I was a Sheriff's Detention Deputy from November, 1985, to May, 2000, when I became a Custody Records Coordinator. In late 1999, the records duties area became a clerical only unit, so I became a civilian Custody Records Coordinator. The duties of this job include, but are not limited to:
• Fingerprinting the public for adoption/foster care, immigration proceedings, court proceedings, background checks.
• Perform front window duties by responding to high volume of public and inter- department phone calls, walk in, and emails in a timely, accurate, and comprehensive manner.
• Explain a variety of requirements, policies, and procedures regarding ADC/PSF services.
• Resolve various customer concerns and issues regarding bail/bonds/releases/transfers/public fingerprinting, etc.
• Navigate multiple databases, including SILS, MINCIS/NCIC, Portals, POR database, CHRMS, and others.
• Handle multiple and simultaneous tasks while recognizing priorities and meeting time deadlines. /Skill in computer applications including Word, Excel, Internet Explorer, and Lotus notes.
• Inmate counts, inmate booking and release paperwork.
• Accept bail/bonds, schedule inmates' court appearances. I was a detention deputy from 1985 to 1999, I became a CRC in 1999, I was a 911 dispatcher in 2000, I transferred back to the jail and resumed duties as a CRC in 2001, the job I held since that time. Education
Associate of Arts in Psychology
University of MN - Saint Paul, MN, US
September 2001 to September 2002
North Hennepin Community College - Brooklyn Park, MN, US September 1974 to May 1980
Skills
• # Part-time w/benefits
# Full-time w/benefits
Authorized to work in the US for any employer
• Customer service
• Restaurant experience
• Serving
• Cash handling
• Typing
• Supervising experience
• Security
• Cash register
• Conflict management
• HIPAA
• Clerical experience
• Computer skills
• Multi-line phone systems
• Microsoft Excel
• Microsoft Outlook
• Office management
• Property management
• Front desk
• Microsoft Access
• Communication skills
• Sales
• Organizational skills
• Phone etiquette
• Office experience
• Microsoft Office
• Writing skills
• Administrative experience
• Management
• Time management
• Microsoft Word
Certifications and Licenses
E425053020211
January 2024 to November 2028
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