Karen Gaspar

• Managed escalations from customers, ensuring they received prompt attention from the appropriate team member or department head.
• Established clear expectations for the team regarding performance metrics, holding them accountable for meeting established goals while rewarding exceptional achievements accordingly.
• Collaborated with other departments on initiatives aimed at enhancing overall customer experience across all touchpoints within the company.
• Developed strong rapport with product development teams, acting as an advocate for customers by relaying their feedback and concerns to drive continuous innovation and improvement.
• Participated in recruitment efforts, interviewing prospective candidates to identify those who possessed both technical aptitude and strong interpersonal skills needed for success in the role.

• Resolved escalated customer issues by implementing effective problem-solving strategies and providing efficient solutions.
• Conducted regular reviews of individual team member performance when handling escalated cases, offering constructive feedback and targeted coaching sessions for improvement areas identified.
• Evaluated agent performance through quality assurance monitoring, identifying areas for improvement and providing targeted coaching as needed.
• Fostered a positive work environment through open communication, peer recognition, and clear expectations, resulting in increased employee morale and reduced turnover rates.

• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
• Coordinated with cross-functional teams to ensure seamless service delivery.

- Assisted with Billing and Claims concerns of customers.

- Took inbound and outbound calls from car owners and renters in the Getaround platform/app.

- Answered email tickets in between calls.

• Explained mortgage loan terms and other information on customers’ contracts/agreement
• Answered billing inquiries regarding mortgage
• Updated contact information of customers
• Collected past due amounts (1 day to 30 days delinquency)
• Processed check-by-phone/electronic payments for borrowers
• Nationstar Mortgage Account

• As a collections customer support advisor, I contacted customers by telephone to collect past due amounts on their Chase credit card accounts. I assessed the individual circumstances of the customers and decided upon an appropriate course of action.
• Card Services – Account Control Collections

● Customer Support Advisor

Card Services – Account Control Collections

September 2008 – September 2009

• Card Services – Contact Development (CD Skip)

• Monitored the quality of surveys conducted by agents in the United States

• Assisted agents during transition period (from training to operations)

• Managed different projects for the company

• Conducted surveys over the phone