Karen Caton
Vyve Broadband
Colorado Springs
27
years of professional experience
Experienced customer experience specialist with 20+ years in customer service and technical support. Skilled in CRM software, complaint resolution, and calm problem-solving under pressure.
Detail-oriented customer service professional with deep experience in call center operations, account management, and issue resolution. Known for handling complex billing, service, and technical concerns with professionalism, teamwork, and strong client advocacy. Focused on improving customer satisfaction and service efficiency.
Work History
Customer Experience Specialist Tier I Tech Support
5 Years 6 Months- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Empowered fellow team members through sharing knowledge and techniques that contributed to improved service quality standards across the department.
- Documented customer interactions in internal database to maintain customer service history details.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
21 Years 11 Months- Resolved billing, service, and account inquiries with accurate, timely customer support.
- Guided customers through internet, phone, and television troubleshooting steps to restore service.
- Updated account records, service orders, and contact information in customer management systems.
- Processed payments, adjustments, and plan changes while maintaining policy compliance.
- Scheduled service appointments and coordinated escalation details with technical support teams.
- Explained billing statements, promotions, and service options in clear, professional terms.
- De-escalated difficult calls by listening actively and delivering practical resolution paths.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Improved resolution time with effective problem-solving for customer complaints.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Trained staff on operating procedures and company services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Created and maintained detailed database to develop promotional sales.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
Education
GED
Skills
CRM software
Request management
Client advocacy
Trend monitoring
Data management
Data entry
Multi-line phone talent
Call center operations
Teamwork and collaboration
Customer service
Understanding customer needs
Direct sales
Complaint resolution
Computer skills
Problem resolution
Following scripts
Billing adjustments and refunds
Salesforce CRM
Store maintenance
Customer relations
LiveChat messaging
Customer account management
Customer relationship management (CRM)
Retail store support
Database management
Sales and upselling
Order and refund processing
Administrative and office support
Account management
Data evaluation
Calm under pressure
Account updates
Policies and procedures adherence
Document and records management
Customer data confidentiality
Order documentation
Issue and complaint resolution
Call metrics
Inbound call management
Recordkeeping strengths
Key holder experience
Office equipment proficiency
Warehousing functions
Calm and professional under pressure
Account updating
Multi-line phone systems
Product education
Work prioritization
Remote office availability
Accomplishments
I was Vyver of the week recently,
while working in the Douglas, Wy office, I did all the mailing for the company for the credit checks and the new customer letters for the billing department.
I would work on different projects for Darby.
I don't like to be Idle and would ask for projects to work on.
I was the dispatcher for the Wyo. Colorado towns for 16 years and working in the wearhouse for 1 year.
I worked with General manager to get all the CLI done and reports filled out.
Timeline
Customer Experience Specialist Tier I Tech Support
Vyve Broadband
04.2021 - CurrentRead More
Customer Service Representative
Vyve Broadband
05.1999 - 04.2021Read More
Riverton
GED
Read More