Karen Cho
Hornsby,NSW
Summary
A seasoned professional with 15+ years of experience in Customer Service and Sales, including 6 years in B2B client support. Driven by a passion to create a positive impact on people, processes, and society, I am currently pursuing an MBA to further enhance my ability to drive meaningful change.
Overview
17
17
years of professional experience
Work History
Customer Technical Support Representative
MasterCard
01.2017 - 04.2022
- Company Overview: The prepaid management team at MasterCard operated as a B2B contact Centre
- Processed large payment files daily, collaborating closely with the finance team to load thousands of dollars onto customer prepaid cards ensuring an accurate and timely, transaction
- Provided technical support to business clients, addressing system errors encountered at the point of sale, collaborating closely with IT support teams to provide the appropriate effective solutions
- The prepaid management team at MasterCard operated as a B2B contact Centre
- Consistently achieved a 10/10 customer satisfaction score
- Trained new staff members, providing one-on-one and group training sessions (5 to 10 people)
- As well as provide ongoing support
- Maintained service level agreements with business clients through efficient and reliable performance
- Demonstrated exceptional attention to detail, achieving zero financial losses for the company
Customer Service Clerk / Receptionist
Fernwood Women's Health Club
06.2010 - 09.2014
- Promoted and sold gym memberships, services, and products to drive club revenue and membership growth
- Manage the reception and monitored the gym floor providing exceptional customer experience
- Coordinated club communications, handling phone and email inquiries
Membership Sales Consultant
Fernwood Women's Health Club
01.2010 - 06.2010
- Drove new membership sales and implemented retention strategies to maintain and grow the member base
- Conducted Community outreach activities to promote gym services and products
- Worked to achieve weekly and monthly sales targets
Sales Consultant
Trading Post
06.2005 - 02.2008
- Company Overview: Trading Post provided customers and businesses a buying and selling platform in newspapers and online
- Handled high volume inbound calls from customers to place new ads and renew existing ads
- Conducted outbound calls to acquire new business opportunities and manage lead conversions
- Trading Post provided customers and businesses a buying and selling platform in newspapers and online
- Consistently achieved Sales KPIs
- Achieved a high percentage of Premium advertisement sales contributing to increased sales revenue
- Successfully upsold to 84% of customers, contributing to increased sales revenue
Education
Masters of Business Administration Executive -
AGSM @ The University of NSW Business School
12-2026
Bachelor of Business Administration -
Macquarie University
01.2016
Certificate III & IV - Personal training
Australian Institute of Fitness
01.2008
Bachelor of Music Studies -
The Sydney Conservatorium of Music – Sydney University
01.2005
Skills
- Active listening
- Customer communication and empathy
- Ability to work autonomously with minimal supervision
- Work well in team environments
- Excellent verbal and written communication skills
- Providing exceptional customer experience
- Critical Thinking
- Problem solving
- Leadership
- Interpersonal skills
- Staff training
- Receiving / Providing feedback
References
Available upon request
Timeline
Customer Technical Support Representative
MasterCard
01.2017 - 04.2022
Customer Service Clerk / Receptionist
Fernwood Women's Health Club
06.2010 - 09.2014
Membership Sales Consultant
Fernwood Women's Health Club
01.2010 - 06.2010
Sales Consultant
Trading Post
06.2005 - 02.2008
Bachelor of Business Administration -
Macquarie University
Certificate III & IV - Personal training
Australian Institute of Fitness
Masters of Business Administration Executive -
AGSM @ The University of NSW Business School
Bachelor of Music Studies -
The Sydney Conservatorium of Music – Sydney University
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