Karen (Kaye) Thompson

Current

• Owner at Paper's Unlimited (Self-employed)

Past

• Customer Service Manager at Valocity
• Customer Service at AT&T Wireless
• Sales Supervisor at Harrah's Entertainment

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Education

• The University of Memphis

Recommended

2 people have recommended Karen (Kaye)

Connections

11 connections

Industry

Real Estate

Karen (Kaye) Thompson’s Summary

I have over 10 years customer service experience, with 5 years in a supervisory or managerial role. I have also worked in the banking industry, gaining experience in the sale of various banking products. I have also been a trainer, who developed training materials. My futre goals include helping working to help organizations build strong foundations based on ethical principles and practices. I would love to work in the public relations field, helping an organization improve its image in its respective industry, with its clients and its internal customers.

Karen (Kaye) Thompson’s Specialties:

I have problem solving skills, the ability to think critically with root cause analysis to issues and finding effective ways for handling those issues. I am also great at building strong business relationships and managing people.

Karen (Kaye) Thompson’s Experience

• Owner

  Paper's Unlimited (Self-employed)

  (Self-Employed; Myself Only; Information Services industry)

  January 2008 — Present (7 months)

  Paper's Unlimited is a service that helps students learn proper research methods for preparing papers that are suitable for publishing in peer reviewed journals. The company also offers copy editing services, resume writing assistance, and tutoring is available for those who wish to improve their technical writing skills.

• Customer Service Manager

  Valocity

  (Privately Held; 11-50 employees; Real Estate industry)

  April 2004 — January 2007 (2 years 10 months)

  • Oversee daily operations of Customer Service Department and ensure that all duties are distributed evenly amongst department team members.
  • Coach to improve trends in team performance, customer satisfaction, and productivity.
  Resolve complaints related to product, quality of information, or service.
  • Address performance and/or behavioral issues efficiently and with appropriate documentation.
  • Assist with interviewing possible new employment candidates.
  • Provide feedback to Executive Management Team in regard to team’s performance issues and successes.
  • Responsible for successfully transferring learning to the workplace and promoting a positive atmosphere and attitude in relation to team performance.
  • Ensure that department is meeting or exceeding company expectations in all areas.
  • Make judgment calls to ensure internal and external customer satisfaction issues are addressed with root cause analysis

• Customer Service

  AT&T Wireless

  (Public Company; 10,001 or more employees; AWE; Telecommunications industry)

  2003 — 2004 (1 year)

  • Assisted customers with the activation of the their new wireless products, as well as troubleshoot the wireless equipment to understand why product may not be functioning properly for the customer and to correct equipment issues for the customer.
  • Assisted customers with billing questions and concerns, making monetary adjustments to their accounts to correct invoice balance if necessary.
  • Functioned as a sales representative as well by reviewing customer accounts and using the information available to suggest new products and services that would be beneficial and cost efficient for the customer.

• Sales Supervisor

  Harrah's Entertainment

  (Public Company; 10,001 or more employees; HET; Gambling & Casinos industry)

  1998 — 2000 (2 years)

  • Managed a team of 25-30 Customer Service Representatives in an inbound call center that made reservations for Harrah’s Casino and Hotel Operations across the U.S.
  • Worked as sole point of contact for all executive management to identify challenges in booking processes.
  • Offered suggestions to executive level management involving employee morale, compensation, and made decisions for the company about whether candidates for hiring had skills that best suited the needs of the business.
  • Created training materials that outlined proper booking processes for the organization.
  • Trained new-hire and existing employee classes on booking processes and successful customer service techniques.
  • Developed training techniques used for training customer service representatives on tone, voice inflection, and listening skills, and other phone techniques that helped to sell the casino hotel product to the consumers.

Karen (Kaye) Thompson’s Education

• The University of Memphis

  Masters, Professional Studies, 2006 — 2008

  I am one of the first two people to ever receive the Master of Professional degree from the University of Memphis. The degree program offers a culimation of studies in the areas of ethics, globalization, computer based decision modeling, human resource management, project management, and public relations management. The program helps to develop management skills that make it possible for those who hold the degree to help organizations reach their goals in a strategic manner. My focus was on business ethics, organization management, and public relations management.

Additional Information

Karen (Kaye) Thompson’s Interests:

Reading and writing. I am a published author, who published my first book in November 2005. My work has also been featured in several anthologies. I am also a tutor of adults with the Memphis Literacy Council. It is a subsidiary of Proliteracy America

Karen (Kaye) Thompson’s Groups:

I am a successful owner of a Mary Kay Cosmetics Business

Karen (Kaye) Thompson’s Honors:

I have received the Editor's Choice Award given by the International Society of Poets. I have also been featured three times in Who's Who Among American High School Students. I am also a member of the NAACP.

Karen (Kaye) Thompson’s Contact Settings

Interested In:

• job inquiries
• expertise requests
• business deals
• reference requests
• getting back in touch