Keana David
Spring,TX
Summary
I am a dedicated, motivated, experienced, and highly organized individual. In me you'll discover a reliable, detail-oriented associate who is extremely hard working. I enjoy working with others and have always maintained a positive relationship with all coworkers. I work well under pressure and I am also a quick learner. Diligent with experience managing phone, online and consultative communications with customers. Proactively identify opportunities and built strong relationships with current and prospective customers. Consistently exceeded customer support and service expectations by resolving issues quickly. Driven manager with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
13
13
years of professional experience
Work History
Ebay Customer Support Manager
EBay Inc
2022.04 - Current
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Implemented knowledge management systems that enabled representatives to quickly access information needed to resolve customer issues effectively.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
Office Manager/Accountant
Lone Star Vein Center
2020.02 - Current
- Payroll, Generate sales reports, Set up and train POS system, Create schedule, Generate monthly reports, Balance and reconciliation of books, Hire/screening, Scheduling, Overseeing staff and duties were up to standard
Bookkeeper/Customer Service Representative
Corporate Catering
2014.09 - 2020.02
- Answer incoming calls and online inquiries; assist clients with their requests, Scheduling, Follow up phone calls after each event, Send out referral gifts, Keep track of payments and past due balances, sending out past due notices, Read, receive, and respond to emails making notes of special items.
Administrative Accountant
Distinctive Air Heating&Cooling
2011.09 - 2014.07
- Manage incoming payments, Enter cash receipts and deposits, Investigate the monthly accounts receivable report that lists customer balances, Prepare invoicing exception report daily, Prepare monthly financial reports
Education
High school diploma -
Klein Oak High School
2011
Skills
- Communication skills
- Account reconciliation
- Microsoft Office
- QuickBooks
- Document management
- Microsoft Excel
- Data entry
- General Ledger Accounting
- Accounts Receivable
- Accounts Payable
- General Ledger Reconciliation
- Financial Report Writing
- Payroll
- Bookkeeping
- Office Management
- Financial Statement Preparation
- HRIS
- Kronos
- Human Resources
- Tax Experience
- Benefits Administration
- Journal Entries
- Financial Analysis
- Profit & Loss
- Hospitality
- Empathy and patience
- Client Relationship Building
- Customer Relations
- Escalation Handling
- Training and coaching
- Call Center Management
- Problem-Solving
- Teamwork and Collaboration
- Time Management
- Attention to Detail
- Multitasking
- Reliability
- Excellent Communication
Personal Information
- Willing To Relocate: Anywhere
- Title: Highly qualified Business Manager
Timeline
Ebay Customer Support Manager
EBay Inc
2022.04 - Current
Office Manager/Accountant
Lone Star Vein Center
2020.02 - Current
Bookkeeper/Customer Service Representative
Corporate Catering
2014.09 - 2020.02
Administrative Accountant
Distinctive Air Heating&Cooling
2011.09 - 2014.07
High school diploma -
Klein Oak High School