- Enjoy participating in boxing for overall physical and mental well-being
- Mindfulness Practices
- Gardening
- Volunteering
- Outdoor Recreation
Karen Watts
Taylors Lakes,VIC
Summary
Adept at fostering customer satisfaction, I leveraged engaged listening and analytical thinking at Second Chance Animal Rescue to enhance first-call resolution rates. My tenure as National Customer Service Manager saw a reduction in employee turnover through strategic mentoring and development, showcasing my strong organizational abilities and commitment to service excellence.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Liaison Receptionist
Second Chance Animal Rescue
10.2020 - Current
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Effectively and efficiently addressing and resolving client inquiries
- Assisting client inquiries in a empathetic ,professional manner.
- Directing client calls to relevant departments or individuals.
- Assisting clients to re home animals or provide options and alternative solutions.
- Assisting and processing surrender of animals, processing information into Shelter Buddy, transferring microchips, updating vet, vaccination and other relevant documentation onto animals file.
- Confirming proof of ownership prior to surrender.
- Responding to surrender and adoption enquiries either face to face, via email or via telephone.
- Arranging surrender and adoption appointments.
- Assisting to reunite lost animals via microchip search, council information and following correct procedures to reunited or send to council to try contact owner.
- Identifying risks and following infection protocol if disease detected to ensure there is no risk to other animals.
- Able to assist with cleaning , feeding and medicating of shelter animals.
National Customer Service Manager
Interpath Services
08.2007 - 10.2020
- Partnered with other departments to resolve escalated issues promptly, ensuring seamless communication between all parties involved.
- Coordinated cross-functional teams to address complex customer issues, ensuring timely resolutions.
- Conducted regular performance reviews, identifying areas of improvement and developing action plans for individual growth.
- Increased revenue by upselling products and services during customer interactions.
- Implemented regular team meetings to discuss ongoing challenges and share best practices, promoting a culture of continuous learning and improvement.
- Reduced employee turnover rates with ongoing professional development opportunities and supportive management practices.
- Mentored new hires, providing guidance on company policies and procedures to ensure consistent service delivery.
- Provided exceptional customer service to both internal and external clients.
- Incoming and outgoing telephone and email enquiries.
- Professionally and efficiently resolve clients enquiries at first point of call.
- Process customer orders.
- Resolve transport issues and incorrect deliveries.
- Inventory control.
Customer Service Representative
Bostik
08.2000 - 08.2007
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Processing customer orders.
- Investigating and processing customer credits and payments
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Skills
- Strong Oral and Written Skills
- Engaged Listening Skills
- Service Excellence
- Analytical Thinking
- Accurate Data Entry
- Customer Service Excellence
- Problem-Solving Facilitation
- Strong Organizational Abilities
- Effective Time Management
- Customer Interaction Proficiency
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- Certificate 4- Vet Assistant
- Cert 3 - Dog Training and Animal Phycology Completed each module with perfect score - Graduated with Honours
- Cert 3 - Animal Care - Completed each module with perfect score graduated with Honours
- Cert 4 - Customer Service
- Cert 3 Management
- Cert in Animal First Aid
- Judge and time keeper for the Victorian Amateur Boxing League
Interests
Timeline
Customer Liaison Receptionist
Second Chance Animal Rescue
10.2020 - Current
National Customer Service Manager
Interpath Services
08.2007 - 10.2020
Customer Service Representative
Bostik
08.2000 - 08.2007
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