Karena Johnson
@karenajohnson
I resolve complex client account issues and improve customer operations across financial services and enterprise accounts.
United StatesWhat I'm looking for
I've supported customer and enterprise accounts at TD Bank and Staples, resolving transaction discrepancies, fraud concerns, disputes, billing issues, and service escalations through to resolution.
At Staples, I managed full-cycle special-order operations from quote through fulfillment, achieving a 90–95% quote-to-close rate, reducing order delays by 25%, and maintaining 98%+ processing accuracy. I also owned operational support for enterprise client accounts, coordinating billing, pricing, EDI, order workflows, sales teams, vendors, and internal departments.
I use CRM and case-management systems to maintain accurate records, identify root causes, improve workflows, and deliver responsive client support.
Experience
Work history, roles, and key accomplishments
Contact Center Representative – Credit Card (Financial Operations)
TD Bank
Jan 2026 - Present (8 months)
Manage complex customer account cases involving transaction discrepancies, fraud concerns, disputes, security verification, and escalations. Coordinate with risk, operations, and external partners to resolve customer-impacting issues and maintain accurate records.
Education
Degrees, certifications, and relevant coursework
SUNY Old Westbury
Bachelor of Arts, Public Relations and Marketing Communications
Bachelor of Arts in Public Relations and Marketing Communications from SUNY Old Westbury.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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