Looking for a job

Karen Leigh MacKinnon

@karenleighmackinnon

Message

I resolve complex customer issues, coach service teams, and improve telecommunications support operations.

Canada

Message

What I'm looking for

I'm looking for a customer service or administrative support role where I can resolve complex issues, communicate clearly, support distressed clients, coach colleagues, and improve service processes.

I've spent over 15 years supporting customers and administrative operations, most recently at NorthwesTel, where I handled telephone, television, and internet service inquiries, billing concerns, installations, and escalations.

I coordinated field appointments, maintained customer records, supported technicians and internal teams, and helped ensure accurate equipment, programming, and billing. As a Revenue Assurance Specialist and Call Quality Team member, I recovered equipment, audited calls, and mentored employees through difficult customer interactions.

I also developed cable-division training materials and led side-by-side training for new hires. My approach combines plain-language communication, de-escalation, confidentiality, and compassionate support for customers navigating stressful situations.

Experience

Work history, roles, and key accomplishments

Customer Care Representative

NorthwesTel

Oct 2009 - Jul 2024 (14 years 9 months)

Engaged with customer inquiries regarding telephone, television and internet services to ensure customer satisfaction, updated and tailored customer service packages and unique installation requirements as per location. Balanced and accounted for customer concerns regarding services or billing, provided a high level of customer satisfaction, utilized de-escalation skills effectively, completed nec

Customer Service De escalation Data Entry Microsoft Office CRM Training Mentorship Revenue Assurance Call Quality Monitoring Administrative Support

Administrative Assistant/Customer Support Representative

Korite Minerals

Aug 2008 - Nov 2008 (3 months)

Received clients and responded to telephone and email inquiries, provided product information and answered questions regarding processes from mining stages to product order completion. Received returns for in-house jewelry repairs, packaged and shipped repaired items, and provided administrative support to Sales Representatives, Managerial and Executive Staff.

Customer Support Administrative Support Shipping Packaging Filing Faxing

Inbound Customer Care Representative

Telus

Sep 2007 - Aug 2008 (11 months)

Responded to customer inquiries regarding service packages, service problems, billing issues etc. and resolved customer concerns. Advised customers on correct sizing and service package needs for new installations and changes to existing plans, performed credit checks, arranged security deposits, and completed payment arrangements.

Customer Service Billing Credit Checks Payment Arrangement Coordination Mentorship Call Review