Karlesha Boseman
Anderson
Summary
Resourceful professional in the field of interviewing, known for high productivity and efficiency in task completion. Specialize in effective communication, data analysis, and conflict resolution skills. Excel using empathy, active listening, and adaptability to navigate diverse interactions and achieve objectives.
Overview
5
5
years of professional experience
Work History
Customer Service Coordinator
Capital One
McLean
04.2025 - Current
- Managed customer inquiries through multiple channels for timely resolution.
- Coordinated training sessions for new team members on service protocols.
- Analyzed customer feedback to identify trends and improve service quality.
- Developed process documentation for standard operating procedures and best practices.
- Resolved escalated issues by collaborating with cross-functional teams effectively.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Worked with sales teams to understand processes and enhance after-sales support.
- Provided customer service assistance to customers via phone and email.
- Ensured that all customer inquiries were responded to in a timely manner.
- Utilized various software applications such as CRM systems for tracking purposes.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Interviewer
Dynata
08.2024 - Current
- Conducted initial phone screenings to determine if applicants met job requirements.
- Developed interview questions based on the position and company culture.
- Scheduled candidate interviews with hiring managers and other stakeholders.
- Responded promptly and professionally to inquiries from potential candidates via email or telephone.
Senior Advisory Consultant
Morley Companies
Saginaw
04.2022 - 09.2024
- Developed and maintained project plans, timelines, and budgets for multiple clients.
- Provided strategic advice to senior executives on a variety of business initiatives.
- Conducted research into industry trends, market conditions, and competitive landscape.
- Analyzed data from internal systems to identify areas of improvement in operations and processes.
- Led cross-functional teams in developing new products or services based on customer feedback.
- Reviewed existing policies and procedures to recommend revisions or updates as needed.
- Coached junior team members on client communication techniques and project execution.
- Negotiated terms with third parties such as suppliers or vendors on behalf of clients.
Customer Service Representative Team Lead
Kinsmith Finance
Anderson
03.2021 - 04.2022
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Created, implemented and maintained departmental policies and procedures.
- Developed customer service strategies to improve customer satisfaction ratings.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Conducted regular one-on-one meetings with staff members to discuss individual performance goals.
- Resolved escalated customer complaints in a timely manner.
- Assisted with the hiring process of new Customer Service Representatives.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Analyzed customer feedback surveys to identify areas for improvement within the team.
- Performed quality assurance audits of calls handled by representatives.
- Maintained accurate records of employee attendance, vacation days and sick leave requests.
- Assessed team workloads to ensure adequate coverage during peak periods of demand.
- Implemented coaching techniques to help employees reach their full potential.
- Identified opportunities for process improvements within the department.
- Ensured compliance with all applicable laws and regulations related to customer service operations.
- Acted as liaison between management, customers and other stakeholders when needed.
- Cross-trained staff members, resulting in increase in customer satisfaction ratings.
Shipping Coordinator
MakerPiper
Anderson
01.2021 - 03.2021
- Managed shipping documents to ensure accuracy and compliance with applicable regulations.
- Researched and resolved discrepancies related to shipments, invoices, and other documentation.
- Coordinated the movement of goods between suppliers, customers, and warehouses.
- Created purchase orders for materials needed to fulfill customer orders.
- Generated reports detailing shipment activities for management review.
- Tracked shipments using automated systems to monitor progress and ensure on-time delivery.
- Investigated complaints concerning late or damaged shipments promptly.
- Developed relationships with carriers to negotiate rates and obtain capacity when necessary.
- Ensured accurate packing lists were included with all outbound shipments as required by customers' specifications.
- Inspected incoming shipments for accuracy against purchase orders prior to acceptance.
Education
High School Diploma -
T L Hanna High School
Anderson, SC05-2015
Skills
- Diagnostic interviewing
- Inbound and outbound calls
- Video interviews
- Participant screening
- Telephone Etiquette
- Writing case histories
- Online research
- Typing and written communication
- Interviewing Clients
- Customer service and assistance
- Persuasion techniques
- Client Engagement
- Data Entry
- Customer relationship management
- Call center experience
- Customer focus
- Customer service excellence
- Clerical support
Timeline
Customer Service Coordinator
Capital One
04.2025 - Current
Interviewer
Dynata
08.2024 - Current
Senior Advisory Consultant
Morley Companies
04.2022 - 09.2024
Customer Service Representative Team Lead
Kinsmith Finance
03.2021 - 04.2022
Shipping Coordinator
MakerPiper
01.2021 - 03.2021
High School Diploma -
T L Hanna High School