Center Representative Customer Service
Resume:
Karen Desmarais
Rochester, NH *****
*************@****.***
I have over 30 years of customer service experience in various roles including contact center support, collections, and business development.
I have a proven track record of exceeding call volume and revenue quotas, mentoring new team members, and implementing effective mentoring tools.
WORK EXPERIENCE
Business Development Representative
The Chameleon Group
February 2025 to May 2025
Responsibilities:
Maintain/exceed specified call volume
Produce specified revenue for monthly quota
Provide detailed call notes on each record for every call made
Provide specific, detailed contact information for each contact
Accomplishments
Successfully scheduled appointments for clients with prospects, leading to potential sales
Exceeded specified call volume quotas
Exceeded monthly revenue quotas
Contact Center Representative III
Service Federal Credit Union
October 2021 to November 2024
Responsibilities:
Assist members with balance inquires
Loan payments
General account maintenance Online banking issues
Rate inquires
Shared branching
Card inquiries/trouble
Issue cashier’s checks
Account closures
Accomplishments:
Became a CCR III in 2 years
Mentored new team members to become CCR’s
Implemented new mentoring tools
Completed Digital Services training to further assist members with online banking troubleshooting
Successfully suggested products to members that would create better financial well-being
Collections Specialist
Delta Management Associates - Dover, NH
August 2016 to July 2019
July 2019 to August 2021USDOE sub-contract
Remote March 2020 to August 2021
Responsibilities:
Enroll borrowers into voluntary repayment programs, enabling them to return loans to good standing
Collect money owed on defaulted student loans
Log details of conversations into computer system
Update account information
Maintain/exceed specified call volume/talk time
Produce specified revenue for monthly quota
Accomplishments:
Collect balance in full amounts to close defaulted debts
Assist borrowers with consolidation loans, rehabilitation loan program, payment plans to pay balances in full
Process and schedule payments
Exceed specified call volume/talk time quotas
Product Support Specialist
Measured Progress- Dover, NH-
March 2016- June 2016
Responsibilities:
Provide phone support for the Oklahoma State Department of Education
Provide email support for the Oklahoma State Department of Education
Log details of email/phone support provided in ticketing system
Accomplishments
Successfully provide support to school districts to order additional testing materials
Successfully provide support to school districts having technical difficulties with computers/software
Successfully provide support to school districts helping to navigate them through different websites
Business Development Representative
eCoast Marketing - Rochester, NH -
Aug 2015 to February 2016
Responsibilities:
Maintain/exceed specified call volume
Produce specified revenue for monthly quota
Provide detailed call notes on each record for every call made
Provide specific, detailed contact information for each contact
Accomplishments
Successfully scheduled appointments for clients with prospects, leading to potential sales
Exceeded specified call volume quotas
Exceeded monthly revenue quotas
Bakery Market Manager
Panera Bread - Boston, MA –
Sept 2004 to July 2015
Responsibilities:
Ensure all products are prepared to highest company standard
Ensure proper portioning methods are utilized
Ensure all daily/weekly cleaning tasks are completed to company standard
Order small wares, as needed
Order office supplies, as needed
Payroll processing
Hiring of new bakers
Complete all new hire paperwork
Ensure all new hire paperwork is accurate prior to submitting to corporate
Review insurance materials with new team members
Assist with completion of insurance paperwork, when necessary
Overseeing of training
Overseeing of compliance to food safety standards
Equipment maintenance
Written schedules
Track/schedule requested days off/vacations
Performance reviews
Troubleshoot product issues
Help control food costs
Accomplishments
Identified, lowered food costs
Followed, developed, and implemented proper training guidelines
Lowered OT costs
Identified bakers for promotions
Contact this candidate