Karen Cephus
Valdosta
Summary
Customer Service Specialist with 15+ years of experience delivering high-quality support in fast-paced, regulated environments. Strong background in insurance-related concepts, customer communications, data processing, and CRM systems. Known for professional phone presence, creative problem-solving, and ability to organize, prioritize, and manage multiple tasks while maintaining customer satisfaction and compliance standards.
Overview
15
15
years of professional experience
Work History
Life Insurance Agent
Senior Life Insurance Company
Valdosta, GA
09.2025 - Current
- Act as an intermediary between clients and the company to ensure effective communication and mutual satisfaction
- Conduct interviews and gather information about potential clients to learn more about their unique situation
- Provide consistent and reliable customer service to maintain and grow client base
Customer Solutions Trainer / Customer Service Specialist
Ally Bank
Jacksonville, FL
08.2020 - 09.2025
- Provided high-volume customer service support via phone and email regarding auto loan accounts, payments, and account status.
- Demonstrated general knowledge of insurance concepts, underwriting practices, and financial servicing procedures.
- Maintained accurate data processing and account documentation in CRM systems, ensuring compliance with internal policies and federal regulations.
- Communicated professionally with customers to understand financial situations and create appropriate payment solutions.
- Utilized creative problem-solving techniques to resolve customer concerns and improve satisfaction.
- Delivered onboarding and ongoing training to new hires on customer service standards, systems, and compliance requirements.
- Organized, planned, and prioritized daily workload to meet performance metrics and service-level agreements.
- Collaborated with cross-functional teams to escalate and resolve complex account issues.
Customer Service Representative
Intercommunication
Jacksonville, FL
10.2018 - 12.2018
- Handled inbound customer calls, providing clear and professional assistance with products, billing, and account inquiries.
- Documented customer interactions accurately using data processing systems.
- Met productivity and quality assurance standards while maintaining a courteous phone presence.
- Worked collaboratively with team members to ensure consistent customer experiences.
Assistant General Manager
Krystal’s
Jacksonville, FL
07.2015 - 09.2017
- Supervised daily operations, customer service delivery, and staff performance in a high-volume environment.
- Trained and coached employees on professional communication, customer satisfaction, and team-oriented service.
- Resolved customer complaints using problem-solving and conflict resolution techniques.
- Managed scheduling, inventory, and operational priorities.
Customer Service
Moe’s
Jacksonville, FL
12.2010 - 07.2015
- Managed high-volume, fast-paced operations, ensuring timely service.
- Accurately handled cash and credit transactions, improving checkout speed.
- Prepared and cooked food according to recipes and quality standards during peak hours.
- Operated cooking equipment and ensured food safety and quality.
- Restocked food ingredients and supplies, ensuring availability for service.
- Collaborated with team members to ensure smooth service flow.
- Trained new staff on food prep, safety, and customer service protocols.
Education
Bachelor of Science - IT Security
Jacksonville University
Jacksonville, FLHigh School Diploma - undefined
Skills
- Customer Service & Customer Satisfaction
- Insurance Concepts & Underwriting Procedures (General Knowledge)
- Professional Phone & Email Communication
- Data Processing & Documentation Accuracy
- Problem Solving & De-escalation Techniques
- Time Management & Work Prioritization
- Team Collaboration & Support
- Professional Demeanor & Customer Advocacy
- Microsoft Teams, Word, Excel & Outlook
- CRM Systems (Salesforce)
- Payment Negotiation & Account Resolution
- Compliance with State & Federal Regulations
Timeline
Life Insurance Agent
Senior Life Insurance Company
09.2025 - Current
Customer Solutions Trainer / Customer Service Specialist
Ally Bank
08.2020 - 09.2025
Customer Service Representative
Intercommunication
10.2018 - 12.2018
Assistant General Manager
Krystal’s
07.2015 - 09.2017
Customer Service
Moe’s
12.2010 - 07.2015
High School Diploma - undefined
Bachelor of Science - IT Security
Jacksonville University
Additional Qualifications
- Pleasant, professional phone presence
- Strong written and verbal communication skills
- Detail-oriented with accurate data entry skills
- Team-oriented with a collaborative mindset
- Adaptable and dependable in fast-paced environments