Karmen Jacobs Email & Phone Number

Provide administrative and operational support for a top producing real estate office. Oversee and maintain listings, contracts and closings to ensure compliance for brokerage. Create and manage transaction records, calculate agent commission and generate checks, process earnest money in a timely manner, verify that all signatures, dates and required forms have been submitted. Validate and process monthly office billing and process agent fee payments.Answer main phone line and transfer calls to the appropriate destination. Greet clients, tenants, vendors and agents that visit the office. Manage & maintain physical office space including office equipment and supplies.

Managed Reporting team, providing all metric and performance requirements to contact center, maintaining user administration data for software applications. Extracted system data for use in report creation, analysis and decision making.Created and tracked purchase orders for monthly vendor invoices and submitted for payment.Acted as liaison between the contact center and Telecom department as it relates to new phone line requests, call treatments and trouble shooting.Contributed to multiple system upgrades including replacement of interactive voice response (IVR) system for customer facing toll free phone lines, workforce management application, and quality monitoring software.Provided financial reporting for department leadership to manage monthly expenses and cost metrics.Co-managed consolidation of 2 cross-site job functions (Customer Service and Operations) into 1 single job function.Increased call flow efficiencies by participating in upgrade and redesign of phone switch, working with 3rd party vendor on specifications, and performing testing from a business perspective.

Ensured service metrics were met across functional areas of contact center, managing non-exempt team and monitoring real-time call traffic across multiple sites. Supported order management system upgrade, acting as 2nd level trainer in a classroom setting, managing floor support during launch.Cross trained on financial reporting responsibilities, including yearly budget preparation.Forecasted weekly customer call volumes (within +/- 5% of actuals) based on historical patterns, current trends, and marketing events.Managed Old Navy bus program, scheduling transportation for non-profit organizations, and coordinating with bus companies at 2 locations.

Created weekly and monthly reports on call center metrics, workload and agent level productivity.Hired, supervised, and developed team of Reporting Specialists that generated statistical reporting for all areas within the contact center.Assisted with forecasting call volumes and ensuring appropriate staffing levels.

Columbus, Ohio Area

Generated weekly and monthly reports for department workload and agent level productivity. Automated department statistics tracking through data capture and database creation which enabled the department to go paperless.Provided analysis of scoring model used in assessing orders for potential fraud.Participated in budgetary planning and financial tracking for department.

Columbus, Ohio Area

Provided administrative support for department manager, and backup support for Executive Assistant to the CFO

Columbus, Ohio Area

Actively collected on delinquent customer accounts through correspondence and direct customer contact.Partnered with third party collection agency on recovery of funds.