Open to opportunities

Karen Kardante

@karenkardante

Customer Service and Billing/Collections team leader with 9 years’ BPO experience improving inbox workflows and client satisfaction.

Zimbabwe

Message

What I'm looking for

I’m looking for a customer-focused role where I can lead a service team or support customers end-to-end, manage shared inbox workflows and SLAs, improve turnaround times, and grow with systems like CRM and ERP platforms.

I’m a Customer Service and Administrative Support professional with 9 years of experience supporting customers through email, chat, and phone in the BPO industry. I focus on accurate documentation, timely responses, and resolving issues with strong follow-through.

In leadership roles, I’ve managed shared team inboxes, monitored service level agreements, and coordinated with multiple internal departments to improve turnaround times. I also coached team members while monitoring quality, productivity, and operational performance.

Across my customer service experience, I’ve handled billing inquiries, payment transactions, dispute resolutions, account requests, and complex issue escalation. I maintain detailed customer records and document all interactions using CRM systems to ensure data integrity and consistent service.

I’m highly organized, detail-oriented, and eager to learn new systems, including ERP platforms (Quick Learner; willing to learn Epicor). With my strengths in inbox management, order coordination, and process improvement, I bring a steady, customer-first approach to every interaction.

Experience

Work history, roles, and key accomplishments

Billing & Collections Team Leader

Virtual Staffing Solutions

Mar 2023 - Jan 2026 (2 years 10 months)

Led billing & collections team operations by managing shared inboxes, monitoring account activity, and ensuring timely responses while meeting service level agreements. Coordinated cross-functional issue resolution, maintained CRM-based records, and coached team performance with a focus on process improvements.

Team Leadership Inbox Management Workflow Management Coaching Quality monitoring Report Preparation Cross Functional Collaboration Data Entry Process Improvement Record keeping

Outbound Sales Team Leader

Global Care Communications Inc.

Mar 2022 - Mar 2023 (1 year)

Provided leadership for outbound sales operations through administrative coordination, customer follow-ups, and CRM-based tracking of interactions and sales activity. Supported issue resolution and escalation management, coordinated with internal teams to complete customer requests, and prepared operational reports.

Team Leadership Outbound Sales Administrative Coordination Lead Follow Up CRM Management Issue Resolution Escalation Management Customer Account Support Operational Reporting Performance Metrics Cross Functional Collaboration

Customer Service Representative

Synchrony

Jan 2019 - Jan 2022 (3 years)

Handled customer inquiries via phone, chat, and email while processing account requests, billing inquiries, payment transactions, and dispute resolutions. Maintained accurate CRM records and coordinated with internal departments to research and resolve complex issues with timely follow-through.

Customer Service Data Entry Billing Support Payments Dispute Resolution Phone Support Chat Support Problem Solving Cross Functional Collaboration

Customer Service Representative

Teleperformance

Provided customer support across phone, email, chat, and messaging channels while processing reservations, itinerary changes, cancellations, and account requests. Maintained accurate documentation and updated CRM records while managing multiple requests with timely, accurate service.

Customer Service Phone Support Email Support Chat Support Messaging Reservations Support Cancellations CRM Management Multitasking Accuracy Time Management

Customer Service Representative

EXL

Assisted U.S. and Canadian customers with account inquiries, policy information, and billing concerns. Documented interactions accurately in internal systems and coordinated with support teams to resolve customer concerns efficiently.

Customer Service Customer Account Support Policy Information Support Billing Support Cross Functional Collaboration Accuracy Issue Resolution