Karin Mace
Philadelphia
Summary
Dedicated Customer Service Associate committed to providing high-quality service by listening to customers and responding quickly to satisfy their needs. Strong interpersonal skills and understands best practices for dealing with difficult and challenging situations.
Overview
24
24
years of professional experience
Work History
Member Service Representative
TruMark Financial
11.2021 - 01.2024
- Consistently maintained a positive attitude while handling a high volume of customer interactions daily, focusing on superior customer satisfaction.
- Delivered exceptional service by actively listening to customers, accurately assessing their needs, and providing tailored solutions that enhanced their experience.
- Boosted customer satisfaction through prompt and effective resolution of inquiries and concerns, ensuring a seamless service experience.
- Upheld the highest standards of service quality by strictly adhering to company policies during all customer interactions, promoting a trustworthy and professional environment.
- Facilitated efficient account management for members by updating personal details and setting up automated payment systems, enhancing convenience and satisfaction.
- Ensured accurate and timely processing of account transactions, maintaining meticulous documentation to meet compliance and quality standards.
- Cultivated strong relationships with members through genuine engagement and conversations, demonstrating a deep commitment to their financial wellbeing and earning their trust.
Reservation Agent
Amtrak
11.1999 - 11.2021
- Delivered high-quality customer service, ensuring guest satisfaction and support throughout their interactions with the company
- Assisted guests with train reservations, provided detailed information on schedules, rates, city attractions, routing connections, and destinations, enhancing their travel experience
- Answered incoming calls with a friendly demeanor, building rapport with callers through attentive listening and engagement, effectively answering questions and converting inquiries into confirmed bookings
- Managed online booking inquiries, supporting both guests and travel partners throughout the booking process, from initial questions to final confirmation
- Resolved a variety of customer issues and discrepancies promptly and effectively, ensuring guest satisfaction and maintaining high service standards
- Increased revenue by skillfully upselling additional services such as room upgrades, meal plans, and special event bookings, contributing to improved customer experience and business profitability
Customer Service Associate
Target
10.2019 - 05.2020
- Efficiently processed guest check-outs using the POS system, while engaging guests with informative discussions about various products to enhance their purchasing decisions
- Maintained guest spaces with meticulous attention to cleanliness, organization, and visual appeal, ensuring a welcoming and pleasant environment
- Assisted a large volume of customers daily, consistently demonstrating a positive attitude and a commitment to achieving high customer satisfaction levels
Customer Service Representative
Amtrak
11.2015 - 09.2016
- Enhanced customer satisfaction by implementing proactive strategies that anticipated and addressed guest needs and swiftly resolved any concerns.
- Served as a crucial liaison between guests, management, and various departments, ensuring safety and fostering a pleasant and secure travel experience.
- Effectively resolved conflicts and addressed problems, applying critical thinking and interpersonal skills to restore harmony and maintain service standards.
- Promptly responded to customer inquiries regarding products, services, and company information, ensuring accurate and timely communication to enhance customer engagement.
- Mentored and coached new hires, playing a key role in their onboarding process and successful integration into the team, which improved overall team performance and efficiency.
Crew Dispatcher
Amtrak
05.2003 - 11.2015
- Initiated and managed communications with train and engine service personnel to ensure crew manpower meets operational requirements in compliance with federal rules and regulations
- Drove company growth by effectively managing crew assignments, ensuring efficient task completion and optimal resource utilization
- Enhanced emergency response times by optimizing communication processes between crew members and management, facilitating quicker and more effective resolutions
- Developed and implemented contingency plans for unforeseen events, ensuring preparedness and swift action during emergencies or peak demand periods
- Proactively identified operational areas in need of support or resources, advocating for and implementing appropriate solutions to strengthen organizational effectiveness
Statistical Clerk
Amtrak
11.2001 - 05.2003
- Managed the input and extraction of diverse data into the Amtrak National Data System, ensuring accuracy and compliance with data management standards
- Supported Directors by compiling and distributing comprehensive reports derived from multiple software programs, ensuring timely dissemination via email, fax, and the internet
- Monitored and documented train delays, adjusted sales inventory, and managed equipment statuses to optimize operational responsiveness and resource allocation
- Implemented quality control protocols to uphold high standards in data processing, ensuring reliability and integrity of information
- Met strict deadlines for report submissions, demonstrating strong time management skills and the ability to work effectively under pressure
Education
Associate of Arts - Business Administration
Temple University
Philadelphia, PA05-1997
Skills
- Customer service
- Dispute resolution
- Sales strategy
- Call center experience
- Member account management
- Banking
- Database maintenance
- Issue resolution
- Customer support
Timeline
Member Service Representative
TruMark Financial
11.2021 - 01.2024
Customer Service Associate
Target
10.2019 - 05.2020
Customer Service Representative
Amtrak
11.2015 - 09.2016
Crew Dispatcher
Amtrak
05.2003 - 11.2015
Statistical Clerk
Amtrak
11.2001 - 05.2003
Reservation Agent
Amtrak
11.1999 - 11.2021
Associate of Arts - Business Administration
Temple University
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