Open to opportunities

Karen User

@karenuser5

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Empathetic chat support specialist with 15+ years in client-facing roles.

United States

Message

What I'm looking for

I am looking for a role that values empathy and effective communication, where I can leverage my extensive experience to enhance client satisfaction and drive business growth.

I am an empathetic and tech-savvy professional with over 15 years of experience in client-facing roles, specializing in remote chat support. My career has been dedicated to providing top-tier customer service and managing complex client needs with care and professionalism. I thrive in fast-paced environments, quickly adapting to new systems and managing multiple priorities effectively.

Currently, I serve as the Director of Business Development at Firma Clinical Research, where I handle client communications across global territories and manage customer pipelines valued at over $32 million. My previous role at Signant Health allowed me to achieve 120% of my goals while providing consistent client support and training new staff on effective communication tools. I take pride in my ability to maintain detailed customer records and deliver timely service, ensuring high levels of client satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Director, Business Development

Current

Firma Clinical Research

May 2023 - Present (2 years)

Handled client communications across global territories via email, phone, and CRM. Managed multiple concurrent projects and customer pipelines with $32M+ in value using Salesforce and Microsoft tools. Maintained detailed customer records and managed follow-ups for timely and professional service delivery.

Salesforce Concur Microsoft Office Suite Google Workspace

Director of Business Development

Signant Health

Feb 2021 - Apr 2023 (2 years 2 months)

Provided consistent client support and project updates via email and CRM; handled technical and non-technical questions across multiple time zones. Tracked communications and issues through Salesforce and Groove, contributing to 120% goal achievement. Trained new staff on communication and support tools; led peer learning sessions.

Email Support Salesforce Concur Microsoft Office Suite Google Workspace

Inside Sales Manager

CSC (Corporation Service Company)

Jan 2017 - Apr 2019 (2 years 3 months)

Managed customer interactions via phone, email, and internal platforms for over 7,000 law firm accounts nationwide. Provided troubleshooting and resolution for service issues with a focus on client retention. Consistently ranked top performer for service satisfaction and revenue.

Salesforce Concur Microsoft Office Suite Google Workspace