John Keen
Summary
Dedicated Customer Service and Technical Support professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
20
20
years of professional experience
Work History
CSR - Customer Service Representative
MdINR
01.2023 - 10.2023
- Aid in all customer support functions of patients order entry while abiding by the procedures set by management within the customer support centers
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Accurately enter patient orders and related medical information into company software application
- Make timely updates/corrections to patient orders
- Effectively communicate with health care professionals and patients
- Working closely with existing patients to troubleshoot issues, identify solutions, and dispatch corrective action via the appropriate departments within the organization
- Read and analyze documents such as patient orders
- Carry out oral and written instructions
Customer Service Representative/Technical Support
Bare Boho LLC
08.2021 - 12.2022
- Properly answer and accurately receive, record and respond to members' requests from incomingtelephone calls regarding Orders, Product Support or Services, other areas, while demonstrating apleasant and professional telephone manner
- Deliver extraordinary customer service to Members, using sound business judgment, by accuratelyanswering questions, applying and interpreting department policy and effectively utilizing departmentreferences and resources
- Listen and probe for additional information as necessary
- Make sound decisions concerning the prioritization of service (e.g., safety concern, extreme hardshipto Member, ect)
- Identify situations that require special handling and coordinate with Management to ensure properhandling and customer happiness
- Forward complaint information to Member Relations for follow-up
- Provide Members with all necessary instructions to ensure a complete understanding of the servicesthat will be rendered, including an accurate Estimated Time of Arrival
- Suggest opportunities that will enhance a Member's experience; promote related programs as requiredby the Member's individual situation
Customer Service Representative - Apple Support
Teleperformance
02.2022 - 07.2022
- Answered user inquiries regarding Apple IOS devices and computer software or hardware operationto resolve problems
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate andresolve problems or to provide technical assistance and support
- Diagnosed and resolved faults based on technical knowledge and use of pre-scripted repair trees
- Helped users via telephone to diagnose and triage problems
- Maintained detailed records of daily support activities and resolutions.
Fiber Optic Technician
Professional Cabling Solutions
09.2020 - 02.2022
- Set up service for customers, installing, connecting, and adjusting equipment
- Completed installations in different environments, including crawlspace's and attics, as well as diggingtrenches to protect outside cables
- Collaborated with team members to meet daily demands and handle challenging projects
- Troubleshoot problems and developed successful solutions
- Enhanced customer satisfaction by educating about services, equipment usage and ways to protectdevices.
Technical Support Representative
Kelly Connect, Remote
07.2019 - 09.2020
- Answered user inquiries regarding computer software or hardware operation to resolve problems
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate andresolve problems or to provide technical assistance and support
- Diagnosed and resolved faults based on technical knowledge and use of pre-scripted repair trees
- Helped users via telephone to diagnose and triage problems
- Maintained detailed records of daily support activities and resolutions.
Assistant General Manager
America's Car-Mart
12.2017 - 07.2019
- Maintained successful operations by overseeing 17+ employees, monitoring performance andcontinuously eliminating knowledge gaps
- Achieved operational, financial, and customer service targets consistently with well-balanced staffschedules and assignments
- Improved profits by controlling costs without sacrificing service or overhead needs
- Increased sales with multifaceted approaches involving employee coaching, customer service, andteam motivation.
Machine Operator
Bekaert Inc
01.2017 - 12.2017
- Maximized machine uptime with well-coordinated preventive maintenance and repair actions
- Met quality assurance standards and returned low-quality work for recycling or disposal
- Produced high-quality work and adjusted to changing work orders and production requirements
- Avoided safety risks, followed proper procedures and donned correct gear for each task
- Prevented malfunctions with quick machine adjustments and regular maintenance
- Maintained clean work area for optimal safety and production.
City Carrier Assistant
United States Postal Service
08.2016 - 01.2017
- Sorted and arranged mail pieces in delivery sequence for assigned route
- Maintained inventory of stamps and forms for sale or distribution on route
- Delivered mail pieces and parcels to customers along assigned route
- Monitored and safeguarded vehicle and parcels in alignment with organizational policies
- Accepted C.O.D., registered, certified, and insured mail from postal customers
- Returned undeliverable mail and submitted monies and receipts to post office
- Loaded mail into Postal Service vehicles for distribution.
CNA - Certified Nursing Assistant
PRN Medical Staffing
06.2015 - 03.2016
- Worked as a CNA for multiple nursing centers and both local hospitals through PRN Staffing
- I alsoprovided in home aid as well
- Monitored vital signs
- Communicated patient's condition to the nurse in charge
- Scheduled client activities
Account Manager
Keen Blind Services LLC
10.2009 - 05.2015
- Addressed escalated customer issues and leveraged resources to implement actionable solutions
- Communicated with account holders to define and strategize needs, business requirements, andexpectations
- Maintained accountability for all account-related documentation and regulatory compliance
- Sustained revenue by bringing in new customers and continuously connecting with establishedaccounts.
Customer Service Manager
ACS Business Solutions
01.2004 - 10.2009
- Supervises daily work production and flow from direct reports to ensure prompt and effective customerservice maintaining performance records to measure weekly, monthly and quarterly achievements
- Maintained customer satisfaction by handling complex escalated customer concerns
- Directed team of 10 customer service professionals, monitoring work quality and performance to meetstrict targets
- Maximized employee performance with effective training and close mentoring
- Achieved company customer service objectives through proper alignment of department policies withstated targets.
Education
Bachelor of Science - Health Information Management
Western Governors University
Online 10.2025
No Degree - HVAC/R
Askins Vo-Tech
Fort Smith, AR10.2015
High School Diploma -
Van Buren High School
Van Buren, ARSkills
- Customer Account Management
- Medical Terminology Knowledge
- Managing Multiple Tasks
- Microsoft PowerPoint
- Retail Sales Customer Service
- Microsoft Word
- Account Management
- Microsoft Excel
- Customer Relations
- Call Center Operations
- Professional Telephone Demeanor
- Customer Consulting
- Technical Support
- Critical Thinking
- Mobility Devices
- Troubleshooting and Assistance
- Customer Support Needs Assessment
Timeline
CSR - Customer Service Representative
MdINR
01.2023 - 10.2023
Customer Service Representative - Apple Support
Teleperformance
02.2022 - 07.2022
Customer Service Representative/Technical Support
Bare Boho LLC
08.2021 - 12.2022
Fiber Optic Technician
Professional Cabling Solutions
09.2020 - 02.2022
Technical Support Representative
Kelly Connect, Remote
07.2019 - 09.2020
Assistant General Manager
America's Car-Mart
12.2017 - 07.2019
Machine Operator
Bekaert Inc
01.2017 - 12.2017
City Carrier Assistant
United States Postal Service
08.2016 - 01.2017
CNA - Certified Nursing Assistant
PRN Medical Staffing
06.2015 - 03.2016
Account Manager
Keen Blind Services LLC
10.2009 - 05.2015
Customer Service Manager
ACS Business Solutions
01.2004 - 10.2009
Bachelor of Science - Health Information Management
Western Governors University
No Degree - HVAC/R
Askins Vo-Tech
High School Diploma -
Van Buren High School
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