Karen Pauley
Lexington,KY
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
Citizens National Bank
07.2014 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Loan Assistant
First Southern National Bank
02.2002 - 07.2014
- Managed multiple priorities simultaneously while consistently meeting deadlines for loan closings and disbursements.
- Maintained organized records, facilitating efficient retrieval of information for audits and regulatory examinations.
- Worked closely with borrowers to gather required documentation, ensuring timely submission and approval of loans.
- Ordered information such as credit reports, environmental assessments, and property appraisals.
- Reduced errors in loan applications through diligent review, data entry, and verification processes.
Customer Service Representitive
First Southern National Bank
02.2002 - 07.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Manager
J C Penney
06.1995 - 06.2002
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
Sales Associate
J C Penney
05.1994 - 08.1994
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
Bachelor Of Arts - Interior Design
Morehead State University
Morehead, KY05.1998
Pikeville High School
Pikeville KY05.1994
Skills
- Customer service
- Active listening
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
Timeline
Customer Service Representative
Citizens National Bank
07.2014 - Current
Loan Assistant
First Southern National Bank
02.2002 - 07.2014
Customer Service Representitive
First Southern National Bank
02.2002 - 07.2014
Manager
J C Penney
06.1995 - 06.2002
Sales Associate
J C Penney
05.1994 - 08.1994
Bachelor Of Arts - Interior Design
Morehead State University
Pikeville High School
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