Remote Customer Experience & Client Services

Savannah Karlsen

REMOTE CUSTOMER EXPERIENCE CLIENT SERVICES ADMINISTRATIVE SUPPORT

Georgia Open to Remote Opportunities 678-***-**** ********.****@*****.*** PROFESSIONAL SUMMARY

Customer-focused professional with 15+ years of customer-facing experience, including high-volume inbound call-center support, 11+ years of independent customer service, remote insurance services, and four years of organizational leadership. Proven ability to build immediate rapport, manage sensitive and challenging interactions, coordinate people and resources, maintain detailed records, and communicate effectively across diverse audiences. Known for remaining calm under pressure, maintaining a positive attitude during adversity, solving problems independently, and creating an environment where customers feel safe, respected, and genuinely cared for. Licensed insurance professional with Georgia and New Jersey credentials and extensive experience adapting quickly to new technology, software, and processes. CORE COMPETENCIES

Customer Experience • Client Relations • Inbound Call Center Support • Conflict Resolution • De-escalation • Empathetic Communication • Remote & Independent Work • Administrative Coordination • High-Volume Customer Interaction • Confidential Information Handling • Multi-System Navigation • Scheduling • Resource Management • Records & Documentation • Problem Solving • Technology Adaptability • Time Management • Insurance & Client Services

PROFESSIONAL EXPERIENCE

UBER

Independent Driver & Customer Experience Professional 11 years Independent / Remote

• Provided personalized transportation and customer service to 7,000+ individual clients and countless additional riders over an 11-year period.

• Maintained a 4.90 customer rating, demonstrating sustained excellence in professionalism, reliability, safety, and customer satisfaction.

• Developed exceptional rapport with customers, frequently receiving feedback that interactions felt more like reconnecting with someone they had known for years than meeting a stranger.

• Earned significant customer trust, with riders regularly requesting personal contact information to arrange future transportation outside the platform.

• Built a reputation for creating a safe, comfortable, and welcoming experience for customers from diverse backgrounds and circumstances.

• Successfully de-escalated difficult interactions involving angry, hostile, intoxicated, or emotionally distressed customers while maintaining composure and professional judgment.

• Adapted communication style to individual customer needs and independently resolved unexpected problems in real time.

• Went beyond standard service expectations, including personally recovering and returning lost customer belongings, often using personal time and resources without additional compensation.

• Managed customer satisfaction, safety, navigation, scheduling, communication, and time-sensitive decisions with minimal supervision.

• Earned multiple recognition badges throughout tenure and built long-term customer relationships through a service philosophy centered on honesty, integrity, empathy, and exceptional care.

AMERICAN INCOME LIFE — A GLOBE LIFE COMPANY

Insurance Agent Remote 2025–2026

• Provided remote, consultative client service by identifying individual needs and explaining complex insurance products in clear, accessible language.

• Built trust with prospective and existing clients while discussing sensitive and financially significant decisions.

• Managed client communication, follow-up, scheduling, and daily responsibilities independently within a high-pressure remote environment.

• Handled questions, concerns, and objections with patience, professionalism, and a solutions-oriented approach.

• Developed working knowledge of insurance products, regulations, procedures, and industry-specific technology.

• Collaborated with a geographically distributed team while maintaining accountability for individual responsibilities and performance.

• Quickly learned new software, digital platforms, and insurance systems. JOY BAPTIST CHURCH

Children’s Ministry Director Volunteer Leadership 4 years Current

• Direct administrative and operational functions for a children’s ministry, coordinating volunteers, families, curriculum, events, documentation, and resources.

• Recruit, schedule, and coordinate volunteers to ensure appropriate staffing and coverage for weekly programming and special events.

• Research, evaluate, and procure curriculum, educational materials, and program resources.

• Manage registrations, required background checks, receipts, records, and other administrative documentation with discretion.

• Serve as the primary communication point for participating families, providing consistent weekly updates regarding schedules, events, requirements, and program information.

• Plan and coordinate events while managing multiple timelines, participants, resources, and competing priorities. DIAL AMERICA, INC.

Inbound Customer Service Representative January 2010 – April 2012

• Provided high-volume inbound customer service for clientele associated with Bank of America, Wells Fargo, and Wachovia.

• Managed frequent interactions with frustrated, angry, and stressed customers while maintaining professionalism, patience, and a positive attitude.

• Handled confidential customer information responsibly while adhering to company procedures and expectations.

• Navigated multiple computer systems simultaneously while maintaining accuracy, efficiency, and quality of service.

• Developed strong verbal and written communication skills through daily customer interactions and documentation.

• Quickly identified customer needs, troubleshot problems, and communicated appropriate solutions in a fast-paced call-center environment.

• Operated under demanding performance expectations while maintaining high personal standards for professionalism, accountability, and customer care. PUBLIX SUPERMARKETS

Cashier / Customer Service 2012

• Provided friendly, efficient customer service in a high-volume retail environment.

• Processed transactions accurately while maintaining professionalism and attention to detail.

• Assisted customers with questions and concerns and collaborated with team members to maintain efficient front-end operations. LICENSES & PROFESSIONAL TRAINING

Georgia — Resident Insurance Agent License New Jersey — Non-Resident Insurance Agent License Completed state-mandated education and licensing requirements for professional insurance licensure. TECHNOLOGY

Windows • macOS • Mobile Applications • Web-Based Platforms • GPS & Navigation Technology • Digital Communication Tools • Online Customer-Service Platforms • Insurance Technology • Multi-System Navigation Technology Adaptability: Quick learner with demonstrated ability to independently learn new platforms, software, procedures, and technology. EDUCATION

Secondary Education — Homeschooled through high school; subsequently completed state-mandated professional education for insurance licensure.

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