Open to opportunities

Karlee Eckhoff

@karleeeckhoff

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Customer service leader driving team performance and exceptional client experiences.

United States

Message

What I'm looking for

I want a team-focused role where I can coach staff, improve KPIs, reduce escalations, and advance operational quality.

I am a customer service leader with progressive experience at Covetrus, rising from representative to supervisor and consistently improving team performance and service accuracy. I specialize in coaching, quality assurance, and KPI-driven process improvements that reduce escalations and increase efficiency.

Across roles I have overseen daily operations, delivered targeted training, and implemented workflow optimizations that supported measurable gains in QA scores and resolution rates. I combine strong conflict-resolution skills with hands-on mentoring to develop staff and align team efforts with organizational priorities.

I seek to bring my strengths in performance coaching, reporting, and customer relations to a team-focused organization where I can continue to improve service delivery and support career growth for frontline employees.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

Covetrus

Apr 2024 - Jun 2025 (1 year 2 months)

Supervised customer service operations, monitored KPIs (call volume, QA scores, resolution rates) and implemented coaching and process improvements that reduced repeat escalations and increased service accuracy.

Team Leadership Performance Coaching KPI Tracking Quality Assurance Conflict Resolution Workflow Optimization Customer Relations Reporting

Customer Service Team Lead

Covetrus

Nov 2019 - Apr 2024 (4 years 5 months)

Coached and mentored representatives, delegated tasks to match strengths, delivered product and systems training, and reported performance metrics to management to improve team efficiency.

Coaching Staff Development Training Task Delegation performance reporting Conflict Resolution Product Knowledge Customer Support

Customer Service Representative

Covetrus

Sep 2017 - Nov 2019 (2 years 2 months)

Provided high-quality customer support, resolved issues promptly to strengthen loyalty, and maintained accurate documentation for follow-up and accountability.

Customer Support Communication Documentation CRM Time Management Customer Relations

Customer Service Cashier

Tractor Supply Company

Jun 2017 - Aug 2017 (2 months)

Handled high-volume transactions accurately, assisted customers with purchases and product questions, and performed opening/closing and restocking duties.

Cash Handling Point of Sale Customer Service Time Management

Scanner / Office Assistant

Midwest Ag Professionals

Mar 2016 - Aug 2016 (5 months)

Improved document scanning workflows, maintained organized digital archives for retrieval and auditing, and completed accurate data entry using MS Office.

Document Scanning Data Entry MS Office File Organization Records Management Administrative Support