Karina Kokes Email & Phone Number

Chicago, IL, US

Elgin, Illinois, United States

Hoffman Estates, IL

• Developed efficiencies for initial monitor reporting that reduced man-hours by 97% while also increasing frequency from monthly to daily.
• Coordinate completion of focused call studies through time management and task delegation.
• Analyze call study findings using MS Excel functionality to create pivot tables and graphs, summarize and present findings to upper management; resulting in policy & procedure updates, advancement of policy adherence.
• Research questions and identify trends; recommend solutions and process improvements.

Hoffman Estates, IL

• Evaluated randomly selected calls to assess phone advisor service level standards.
• Identified quality problems through root cause investigations and recommended solutions.
• Provided assistance and support to initiatives aiming to enhance customer experience.

Crystal Lake, IL

• Conferred with customers by telephone to provide information about event tickets, take orders, or obtain details of complaints.
• Kept detailed records of customer interactions regarding details of inquiries, complaints/comments, and account activity.
• Maintained one of the highest Quality Assurance averages of the site: 3.4 out of 5
• Assisted with training new hires by floor walking and side by side mentoring.

Crystal Lake, IL

• Conferred with customers by telephone to provide information about event tickets, take orders, or obtain details of complaints.
• Kept detailed records of customer interactions regarding details of inquiries, complaints/comments, and account activity.
• Collected data and entered into MS Excel for further analysis.

Rock Falls, IL

• Conferred with customers in person to provide information about products and services, solicit sales, take orders, cancel services, or obtain details of complaints.
• Received payments for services rendered and issued receipts, refunds, or change due.
• Resolved customer complaints by exchanging merchandise or adjusting bills.

Dixon, IL

• Oversaw staffing and task delegation while also performing customer service, sales, and cashier duties.
• Developed and implemented a process that increased stocking efficiency by 50%.
• Balanced cash drawers, documented and corrected till and safe discrepancies, prepared bank deposits, and completed change orders.

Dixon, IL

Customer service in person and on the telephone: I was responsible for taking orders, recommending products and answering questions about productsDecorated cakes to fulfill orders as well as stock the caseMonthly inventories of products in the bakery areaStocked shelves and made sure product was readily available, as well as ordering when needed