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Carena Howard profile image

Carena Howard

Technical Call Center Agent at Retail Imaging Management
Intro Book
Customer service expert with banking and mortgage experience.
  • Claim this Profile
Location
Marysville, Washington, United States, US
Skills
  • Customer Service
  • Banking
  • Residential Mortgages
  • Standards Compliance
  • Appraisal Distribution
  • Show all
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Bio

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Carena Howard is a seasoned customer service professional with extensive experience in banking, mortgage operations, and call center management. She holds an Associate's degree in Business Administration and Management, General from Eastern Gateway Community College, and a Patient Home Navigator Certificate from the same institution. She is proficient in Standards Compliance, Appraisal Distribution, Mortgage Shipping, and Teller Operations.

Credentials

  • Patient Home Navigator Certificate
    Eastern Gateway Community College
    Aug, 2021
    - Apr, 2026
  • Phi Theta Kappa Honor Society
    Eastern Gateway Community College
    Aug, 2021
    - Apr, 2026
  • CPR/AED/First Aid
    American Cancer Society
    Nov, 2018
    - Apr, 2026

Experience

  • Retail Imaging Management
    • Vancouver, Washington, United States
    • Technical Call Center Agent
      • Nov 2021 - Present
      • Vancouver, Washington, United States

  • Retail Imaging
    • United States
    • Information Technology & Services
    • 1 - 100 Employee
    • Technical Call Center Senior Agent
      • Mar 2024 - Present

    • Account Manager
      • Jun 2023 - Apr 2024

  • Retail Imaging Management Group
    • Technical Call Center Lead
      • Oct 2022 - Present

      Provide technical customer support for an organization’s products and services. Act as the first level escalation point for more complex or critical customer issues and inquires. Poses broad knowledge of organization’s products and services, and extensive experience handling customer service inquires on our multiple accounts. I mentor and coach a team of around 15 people with troubleshooting, solution developments, and communication practices. Provide resubmits and refunds per accounts as needed. Assist with monitoring queues to ensure adequate coverage and meet service level standards. Provide reports to management. Contribute to the development of process and procedures. As well as training new hires and creating online training for them while providing excellent customer service both internally and externally.

  • Uber eats
    • Marysville, Washington, United States
    • Uber Eats Driver
      • Jan 2021 - Nov 2021
      • Marysville, Washington, United States

  • NW Plus Credit Union
    • Call Center Representative
      • Nov 2019 - Jan 2021

    • Member Service Representative
      • Jan 2019 - Nov 2019

  • Medi Ride Inc
    • Greater Seattle Area
    • Driver
      • Dec 2017 - Sep 2018
      • Greater Seattle Area

  • Mountain Pacific Bank
    • Everett WA
    • Bank Teller
      • Aug 2016 - May 2017
      • Everett WA

  • Umpqua Bank
    • Mountlake Terrace WA
    • Quality Assurance
      • 2013 - 2016
      • Mountlake Terrace WA

  • Sterling Bank
    • Mountlake Terrace WA
    • Shipping Specialist
      • 2012 - 2013
      • Mountlake Terrace WA

  • Chase
    • Ephrata WA
    • Bank Teller
      • Apr 2011 - Apr 2012
      • Ephrata WA

  • BJ Chukar Shell
    • Ephrata WA
    • Cashier Customer Service
      • 2010 - 2012
      • Ephrata WA

  • Golf Savings Bank
    • Mountlake Terrace WA
    • Shipping Specialist
      • 2010 - 2011
      • Mountlake Terrace WA

  • Dollarwise
    • Lake Stevens WA
    • Store Manager
      • 2008 - 2009
      • Lake Stevens WA

  • Applebee's Neighborhood Grill + Bar
    • Everett WA
    • Hosts
      • Sep 2007 - Nov 2007
      • Everett WA

  • Staddard International
    • Arlington WA
    • Deburr
      • 2007 - 2007
      • Arlington WA

  • ARROW MACHINING COMPANY INC.
    • Marysville WA
    • Deburr
      • 2006 - 2007
      • Marysville WA

  • Target
    • Lake Stevens WA
    • Cashier Customer Service
      • 2003 - 2005
      • Lake Stevens WA

Education

  • 2023 - 2025
    Eastern Gateway Community College
    Associate's degree, Business Administration and Management, General
  • 2019 - 2021
    Eastern Gateway Community College
    Patient Home Navigator Certificate, Patient Home Navigator Certificate
  • Lake Stevens High School
    HIGH SCHOOL/SECONDARY DIPLOMAS AND CERTIFICATES

Suggested Services

This profile is unclaimed. These are suggested service rates with 0% commision upon successful connection

Industry Focus. “Banking”

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