KAREN NUTT

Cusomer Service makes the world go round!

Ashburn, VA 20148
Job Function
Clerical & Administrative, Customer Service, Healthcare & Medical
Offering a solid background based on over 23 years of multi-faceted experience, demonstrating leadership, initiative, administrative expertise, stellar customer service performance, consistent performance success with sales and service strategies that demonstrate multi-tasking capabilities requiring minimal supervision with results. Possesses a keen ability to quickly adapt to new and challenging responsibilities and become a productive team builder and contributor. Polished communicator, ambassador and executive liaison with extensive experience in direct contact with individuals from diverse backgrounds and experience levels. Adept at establishing productive rapport and open channels of communication that ensure a win/win result. Develops and implements strategies to streamline operations, increase operational efficiency, and ensure program effectiveness. Solid experience in staff motivation and one on one mentoring. At ease in environments requiring effective spontaneous decisions, out of the box problem solving and detail oriented. Proficient in current PC technologies including word processing, database management, spreadsheets, data management software applications, and company proprietary systems. Highly developed organizational and time management skills. Demonstrates the ability to handle multi-task levels of responsibility effectively. Entrusted to handle confidential/discretionary company records within the Verizon organization.
 

Timeline

'17
'15
'13
'11
'09
'07
'05
'03
'01
'99
'97
'95
'93
'91
'89
Customer Success Specialist
Verizon Communications
Support Clerk - Mid-Atlantic Facilitations
Verizon Telecommunications
Consultant-Sales and Service
Verizon Communiocations
Student Outreach Specialist
Owens Community College
Operator Services-411
SBC Ameritech
Part-time Evening Secretary
Advising Center
Executive Secretary
Unison Behavioral Health Group, Inc
Executive Assistant
Baker & Associates Advertising Agency
Volunteer Coordinator
VISTA
VISTA
Volunteer Coordinator
Customer Service Representative/Teller
First Federal S&L
 

Work Experience

    • Student Outreach Specialist
    • Owens Community College // Jul '03 - Sep '03
    • Student Outreach Specialist 07/2003 to 09/2003 Owens Community College Toledo, OH

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    • Support Clerk - Mid-Atlantic Facilitations
    • Verizon Telecommunications // Oct '10 - Jul '13
    • Verizon Telecommunications 2003 to Present Support Clerk - Mid-Atlantic Facilitations Facilitate the management of the National Net Promoter Score database; along with overseeing the follow up with customers to determine the reasoning for the detractor rating and resolve any outstanding issues, assuring resolution and satisfaction. Provides leadership to six representatives who assist in the resolution process. Fact finding/information gathering/troubleshooting service issues and processes. Preparing, summarizing and maintaining administrative reports and confidential documents. Required to handle discretionary employee information which includes but is not limited to personnel files and Management coaching tools. Quality Assurance checks of required service processes (i.e. detailed account audits). Provide feedback for purpose of process adjustments. Track and report return on investment (ROI) data for the Potomac region. Provide Clerical support for the Mid-Atlantic District Facilitations team along with assisting with recommendations for coaching, training and development of consultants Prepare hourly and daily reports for use by the entire Mid-Atlantic Region . Customer Service Representative- Sales & Service Dept. Successfully met and exceeded company sales goals at 100% revenue Respond to request from customers or their agents and equipment vendors (where applicable) for Verizon Broadband, entertainment and telecommunications products and services including FIOS, arrange for installation, disconnections, verify order accuracy and completeness. Delivered stellar customer service to residential customers. Investigate and resolve customer inquiries, disputes and/or complaints on service, billing, rates, adjustments, and policy issues. Calculate rates and issue adjustments.

       ...More
    • Operator Services-411
    • SBC Ameritech // Oct '00 - Aug '02
    • SBC Ameritech, Toledo, Ohio 10/2000 to 08/2002 Receptionist/Administrative Assistant Provided accurate, courteous and efficient customer support to individual callers requesting directory assistance, including handling difficult and dissatisfied customers and resolving issues with professionalism and integrity while operating within the companys guidelines for conflict/dispute resolution.

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    • Part-time Evening Secretary
    • Advising Center // Jan '00 - Apr '00
    • Advising Center, Part-time Evening Secretary 01/2000 to 04/2000 Owens Community College Toledo, OH
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    • Executive Secretary
    • Unison Behavioral Health Group, Inc // Jul '97 - Aug '99
    • Executive Secretary 07/1997 to 08/1999 Unison Behavioral Health Group, Inc. Toledo, OH
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    • Executive Assistant
    • Baker & Associates Advertising Agency // Oct '93 - Jul '96
    • Executive Assistant 10/1993 to 07/1996 Baker & Associates Advertising Agency Toledo, OH
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    • Volunteer Coordinator
    • VISTA // Sep '91 - Sep '93
    • Volunteer Coordinator 09/1991 to 09/1993 Volunteers in Service to America (VISTA) Toledo, OH
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    • Customer Service Representative/Teller
    • First Federal S&L // Mar '88 - Aug '91
    • Customer Service Representative/Teller 03/1988 to 08/1991 First Federal S&L Toledo, OH
       ...More
    • Consultant-Sales and Service
    • Verizon Communiocations // Dec '03 - Oct '10
    •  ...More
    • Customer Success Specialist
    • Verizon Communications // Dec '03 - Present
    •  ...More
 

Education

    • Bachelor's Degree '13 // Business Management/Human Resources
    • Strayer University
 

Skills

Learning
Intermediate
Advanced
Expert
 

Keywords

Audits Billing Business Management Coaching Company Sales Customer Inquiries Customer Service Customer Support Detail Oriented Liaison Operations Problem Solving Quality Assurance Leadership Customer Advocate
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