Karnitra Brown
Chicago,IL
Summary
Seasoned Customer Service,Technical Support and Dispatch professional with 30 years of experience. Comfortable with interacting with all levels of the organization and public. Ability to build rapport with customers promoting effective relationships in order to retain services and revenue.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Self Employed Independent Sales Representative
K-Styles Beauty Co.
San Tan Valley, AZ
04.2020 - 12.2023
- Provided customers with health, skin care hair products and hair tools
- Beauty products
- Ability to build a team and earn overrides.
Customer Service Representative II
Arizona Department of Transportation
Phoenix, AZ
01.2023 - 02.2023
- Reviewed submitted MVD Now applications for businesses or fleet accounts and approved the customer's access
- Answered emailed inquiries and checked documents that customers sent in along with their applications.
Reservation Sales Agent
American Airlines
Tempe, AZ
09.2022 - 11.2022
- Helped customers make flight reservations, confirmed reservations and provided general customer service about AA.com
Customer Technical Support Specialist
Keap
Chandler, AZ
10.2019 - 01.2020
- Handled inbound calls or chats from customers with the intent of answering questions, teaching best practices, or troubleshooting issues for infusionsoft e-commerce software.CSR
ADOT MVD
Tempe
AZ
03.2019 - 09.2019
- Vehicle Registration Inspection and Title Work Administers written, vision, and road drivers tests Issuance and renewal of drivers ,licenses, permits, and identification cards Processing applications for licenses, registrations, titles, and permits Responsible for: accuracy and timeliness of work products, security of cash receipts, accountable forms, applications and licenses Variety of basic clerical/administrative duties
Remediation Research Representative II
Wells Fargo Auto aka Randstad
Chandler, AZ
08.2018 - 12.2018
- Temporary position
- Provide daily support to the Document Management Team
- Handle incoming and outbound correspondence
- Research accountant stored documents to fully identify issues
- Process monetary and non-monetary transactions
- Utilize P&P to research policies and procedures
- Assist customers, third parties and otter Wells Fargo employees
- Process title and lien releases for customers or payoff parties after researching eligibility and ensuring proof of ownership or proof of payoff.
Merchant Service Customer Representative
CHASE Paymentech
Tempe, AZ
10.2016 - 04.2017
- Took inbound calls trouble shooting with Merchants that were experiencing problems with their credit card terminals, Helped Merchants with password and log in issues for Chase Paymentech.com
- Effectively learned and used proprietary software such as Peoplesoft, Knowledge, NICE, Tandem, CST, Aspect and US Help desk/Share point.
PSE Mail Processing Clerk
United States Postal Service
Chicago, IL
11.2014 - 12.2015
- Processed mail and packages through sorting machines Manually sorted international and local packages Sorted letters and placed them in the appropriate bins 10 Key entered zip codes for packages being sorted and scanned
- Dispatched mail out
Dispatcher
WOW Cable TV
Naperville, IL
12.2012 - 02.2013
- Dispatched service and installer techs via phone
- Scheduled maintenance tickets, Assisted the technicians with trouble shooting over the phone, routed and rerouted jobs from techs routes.
Customer Service/Dispatcher/ NOC/Tier III Network Engineer
Comcast Xfinity
Oak Brook, IL
03.1992 - 03.2010
- Provided advance technical troubleshooting for Video, HSD internet, Video On Demand, and CDV phone Dispatched network technicians via phones & Nextel twoways Compiled, maintain & prepare various required operational reports, logs & files for supervisors, managers and assisted with escalated customer call backs Served as initial point of contact for customers as a CSR
- Effectively learned and used proprietary software such as Remedy, CSG, and Cisco IP Tel-net software to perform customer and dispatching duties.
Airport Customer Service Agent
Delta Air Lines
Tucson, AZ
Current
- Serve customers in both the ticketing and gate areas at airport location
- Help check in passengers
- Print out boarding passes, check in luggage, book and rebook tickets.
Education
High school diploma or GED - General Studies
Hyde Park Career Academy
06.1989
Associate's degree - Education/certificates
Illinois Center for Broadcasting
Skills
- Customer Service
- Call Center
- Data Entry (10 years)
- Customer Care
- Microsoft Office (5 years)
- 10 Key Data Entry
- Computer Networking
- Document Management
- Network Engineering
- Technical Support
- Negotiation
- Network Infrastructure
- DNS
- WAN
- Network Firewalls
- LAN
- 10 key calculator
- Cash handling
- Typing
- English
- Windows
- VoIP
- Stocking
- Customer support
- Heavy lifting
- Microsoft Access
- Microsoft Excel
- Microsoft Outlook
- Documentation review
- Google Docs
- Oracle
- Remote access software
- Salesforce
- Data analysis skills
- Account management
- CRM software
- Google Suite
- Conflict management
- Cashiering
- Case management
- Filing
- IOS
- Banking
- Microsoft Word
- Microsoft Powerpoint
- CCTV
- Telecommunication
- Marketing
- Market research
- Social media management
- Order fulfillment
- Analysis skills
- PeopleSoft
- Network Support
- Ethernet
- Operating Systems
- Interviewing
- Mac OS
- Debits & credits
- Communication skills
- Telemarketing
- Computer skills
- Manufacturing
- Inside sales
- Pricing
- Customer service
- Order entry
- Retail sales
- Operating systems
- Accounts receivable
- Workday
- POS
- Sales
- Training & development
- Guest services
- Business development
- Mobile devices
- Hospitality
- Team management
- Records management
- Clerical experience
- Research
- Slack
- Front desk
Certification
- NCTI Cable Comcast Over View Course Certificate, Present
- Advance Customer Service Certificate, Present
- NCTI Cable Installer Certificate, Present
- TEK System Network Architecture 101, 06/2009
- TEK System Network Architecture 102 Certificate, 09/2009
- Driver's License
Assessments
- Case management & social work, Proficient, 06/2021, Determining client needs, providing support resources, and collaborating with clients and multidisciplinary teams
- Customer focus & orientation, Proficient, 06/2021, Responding to customer situations with sensitivity
- Call center customer service, Proficient, 06/2021, Demonstrating customer service skills in a call center setting
- Customer service, Proficient, 10/2020, Identifying and resolving common customer issues
- Sales skills, Proficient, 11/2020, Influencing and negotiating with customers
Personal Information
Willing To Relocate: Anywhere
Timeline
Airport Customer Service Agent
Delta Air Lines
Current
Customer Service Representative II
Arizona Department of Transportation
01.2023 - 02.2023
Reservation Sales Agent
American Airlines
09.2022 - 11.2022
Self Employed Independent Sales Representative
K-Styles Beauty Co.
04.2020 - 12.2023
Customer Technical Support Specialist
Keap
10.2019 - 01.2020
ADOT MVD
Tempe
03.2019 - 09.2019
Remediation Research Representative II
Wells Fargo Auto aka Randstad
08.2018 - 12.2018
Merchant Service Customer Representative
CHASE Paymentech
10.2016 - 04.2017
PSE Mail Processing Clerk
United States Postal Service
11.2014 - 12.2015
Dispatcher
WOW Cable TV
12.2012 - 02.2013
Customer Service/Dispatcher/ NOC/Tier III Network Engineer
Comcast Xfinity
03.1992 - 03.2010
High school diploma or GED - General Studies
Hyde Park Career Academy
Associate's degree - Education/certificates
Illinois Center for Broadcasting
- NCTI Cable Comcast Over View Course Certificate, Present
- Advance Customer Service Certificate, Present
- NCTI Cable Installer Certificate, Present
- TEK System Network Architecture 101, 06/2009
- TEK System Network Architecture 102 Certificate, 09/2009
- Driver's License
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