Karen Tejada
Hanover,MD
Summary
Analytical and detail-oriented professional with experience supporting quality assurance, customer operations, compliance, and process improvement initiatives in fast-paced environments. Skilled in analyzing trends, evaluating workflows, maintaining accurate reporting, and supporting operational excellence across customer-facing and government-supported programs. Proven ability to interpret policies, identify process gaps, and collaborate across teams to improve service quality and operational performance. Bilingual in English and Spanish with strong communication, analytical, and organizational skills.
Overview
2027
2027
years of professional experience
Work History
Customer Service Advisor
WSSC Water
Laurel, MD
2025 - Current
- Coordinate and process high-volume customer service requests while ensuring compliance with organizational policies and service standards
- Analyze customer account and billing data to identify discrepancies, trends, and effective resolutions
- Track and document customer interaction trends to support quality monitoring and operational improvements
- Support consistent application of policies and procedures when addressing customer inquiries and escalations
Program Support Specialist DOT/NHTSA
ASRC Federal
Beltsville, MD
2024 - 2025
- Conducted research and analyzed vehicle safety and complaint data to support federal program decision-making and reporting
- Reviewed operational trends and identified process improvement opportunities and potential risks
- Maintained accurate tracking systems and documentation to support compliance and quality standards
Customer Service Specialist
Capital One Bank N.A
Laurel, MD
2017 - 2020
- Resolved complex customer account issues while ensuring compliance with banking policies and procedures
- Analyzed customer interaction trends to support service quality improvements and operational reporting
- Communicated financial information and procedural guidance clearly to customers and internal teams
- Served as a Subject Matter Expert (SME) for new hires by assisting with training and sharing recorded calls that demonstrated quality and compliance standards
Patient Representative
Community Clinic, Inc.
Silver Spring, MD
2015 - 2017
- Coordinated patient registration, insurance verification, scheduling, and administrative support operations
- Trained and supported new hires on administrative procedures, customer service expectations, and compliance standards
- Reviewed patient documentation and workflows to ensure quality, accuracy, and regulatory compliance
- Monitored front-desk processes to help maintain quality service standards and efficient clinic operations
Administrative Assistant
Urban City Management
Washington, DC
2012 - 2015
- Supervised daily administrative operations and monitored staff performance to ensure accuracy, efficiency, and adherence to company standards
- Reviewed work completed by staff to ensure quality control, compliance with procedures, and timely resolution of service requests
- Tracked maintenance and service requests, ensuring follow-through and verifying completion standards were met
- Coordinated communication between tenants, vendors, and internal teams to resolve issues and maintain service quality
Education
Bachelor of Arts in Sociology
Hampton University
Core Competencies
- Data Analysis
- Compliance
- Reporting & Documentation
- Customer Operations
- Bilingual English/Spanish
- Quality Assurance
Timeline
Customer Service Advisor
WSSC Water
2025 - Current
Program Support Specialist DOT/NHTSA
ASRC Federal
2024 - 2025
Customer Service Specialist
Capital One Bank N.A
2017 - 2020
Patient Representative
Community Clinic, Inc.
2015 - 2017
Administrative Assistant
Urban City Management
2012 - 2015
Bachelor of Arts in Sociology
Hampton University