KAREN WALKER
RIVERDALE,GA
Summary
I am highly motivated, reliable, customer-focused individual with several years of work experience in customer service, encompassing a wide variety of job skills. Results-driven, highly organized, with a strong ability to multitask and prioritize effectively to accomplish tasks. Held a proven track record of consistently meeting and exceeding goals and expectations. Dedicated to providing quality work and exceptional customer service. Presented a friendly and pleasant demeanor and demonstrate excellent leadership and communication skills.
Overview
11
11
years of professional experience
Work History
FRONT DESK AGENT
HAMPTON INN
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
FRONT DESK/ NIGHT AUDITOR
CROWNE PLAZA HOTEL
- Improved guest satisfaction by efficiently handling check-ins and check-outs during overnight shifts.
- Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
- Contributed to a secure hotel environment by monitoring security cameras and reporting suspicious activities.
- Assisted in maintaining a clean and welcoming front desk area, enhancing the guest experience.
- Facilitated prompt issue resolution for guests with concerns or complaints, prioritizing their comfort and satisfaction.
RESOLUTION EXPEDITOR
HOME DEPOT CORPORATION
08.2018 - Current
- Serving as a Subject Matter Expert (SME), for Home Depot’s Private Brands for $20 billion division of The Home Depot
- Collaborating with Propriety Brands manufacturers and field partners to resolve issues expeditiously
- Peer to Peer coaching assistance (floor support, side by side with store leadership, cubing with new hires
- Resolving customer issues using customer given resources in a call center environment / utilizing creative methods to maintain customer satisfaction
- Assisting call center personnel with resolving customer problems such as store specific issues (i.e
- Store complaints, praises, product availability) as well as assist with technical support for all Home Depot Private Brands
- Checks inventory to make sure requested product is available, computes price and any appropriate discounts, informs customer of shipping date and any possible delays, reviews orders for accuracy and completion, strives to sell customer additional merchandise, processes payments.
INSURANCE SPECIALIST
ASSURANT
03.2017 - 07.2018
- Handled inbound calls from PNC mortgage loan customers by researching and resolving loan inquiries in hazard insurance, mortgage, banking, and property loss
- Accessed client needs and resolved claims according to insurance provisions and customer service guidelines
- Gathered information and examined forms, policies, and other records as provided by claimant and other agency resources to make appropriate determination of resolution
- Forwarded suspected fraudulent and questionable claims to appropriate personnel
- Balanced workload based on business needs between paperwork and inbound calls
- Met deadlines and requirements
- Listened to customer concerns and showed empathy while resolving their issues.
ccc sERVICE REPRESENTATIVE
STATE FARM
03.2013 - 02.2017
- Answered inbound telephone calls in a demanding, high volume call center
- Provided remarkable customer service and support to callers
- Analyzed several aspects of customer’s account activity including payment history
- Received policyholder’s insurance payments by phone
- Transferred callers to appropriate department or to agents’ offices when needed
- Helped callers access online systems by troubleshooting and resetting passwords when necessary
- Documented customer accounts with accuracy
- Prepared huddles on behalf of my supervisor to present to teammates and assisted in new hire training.
Education
Associate of Arts -
Georgia Perimeter College
Decatur, GA05.2007
Skills
- Computer Proficiency
- Telephone Etiquette
- Verbal Communication
- Attention to Detail
- Responsive to Needs
- Multitasking
Timeline
RESOLUTION EXPEDITOR
HOME DEPOT CORPORATION
08.2018 - Current
INSURANCE SPECIALIST
ASSURANT
03.2017 - 07.2018
ccc sERVICE REPRESENTATIVE
STATE FARM
03.2013 - 02.2017
FRONT DESK AGENT
HAMPTON INN
FRONT DESK/ NIGHT AUDITOR
CROWNE PLAZA HOTEL
Associate of Arts -
Georgia Perimeter College
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