Keanna Key
Summary
Results-oriented investigation and customer service specialist with over fifteen years of experience in examining facts, researching, reviewing accounts and providing reports to supervision. Resourceful leader focused on keeping alert and an open perspective during account investigations, while utilizing expert problem-solving in unlocking complex events.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Field Operations Coordinator
City of Richmond Department of Public Utilities
Richmond, US
01.2025 - Current
- Dispatching service orders via radio communications to appropriate gas and water technicians.
- Monitoring service order workloads and completion.
- Created and investigated field and daily reports, including workload, gas leaks reported vs. repaired, and gas demand.
- Submitted notifications to management on street closures, water main breaks, loss of gas, and hit gas lines.
- Provided technical support for field operations staff, troubleshooting issues as needed.
- Ensured compliance with relevant laws, regulations, policies, procedures, contracts.
- Communicating with internal and external customers regarding emergency and non-emergency utility services.
Quality Assurance Analyst
SimpliSafe
Glen Allen, US
04.2023 - 01.2025
- Resolved or escalated account disputes and issues through thorough research.
- Provide customer centric admin support to our clients.
- Provided technical support to web-based clients, enhancing their user experience.
- Created and organized alarm accounts in the client database to ensure accurate record-keeping.
- Uploaded, updated, and maintained client data, ensuring accuracy during data extraction.
- Distribute alarm history and other various reports to customers.
Global Security Analyst
Allied Universal Corporation
Glen Allen, US
07.2022 - 02.2023
- Perform monitoring of agent interactions, with a focus on complex tech troubleshooting, to achieve targets.
- Played a key role in rolling out new products, features, and processes by monitoring agent interactions.
- Take live calls monthly to ensure current with agent and customer experience.
- Aligned performance standards through active participation in calibration sessions.
- Documented call center trends for analysis, identifying areas for improvement.
- Gathered business insights and customer feedback to inform management decisions.
- Participate in up-skilling training sessions mock calls and assist with nesting agents.
- Provided compliance guidance to monitoring specialists and collaborated with the training department to update plans of action.
Security Operations Analyst
Capital One
10.2020 - 07.2022
- Fostered cross-organizational relationships to enhance risk information sharing across the business.
- Collaborated on technical security implementations and incident management programs to ensure effective delivery.
- Delivered operations within the GPS control room across all client sites in the respective region.
- Monitor Capital One's retail and cooperate sites operational network video cameras; operate all SOC technologies including network video, access control, etc.
- Compiled daily incident reports for GPS management to inform decision-making.
- Distributed Everbridge notifications to alert executive personnel about active and potential threats to Capital One's retail and corporate sites.
Communications Officer III
City of Richmond Police Department
Richmond, US
02.2006 - 10.2020
- Answer and document incoming telephone calls, incoming alarm system calls regarding emergency and nonemergency police, fire service, emergency ambulance service, information and after hour calls for departments within the city.
- Dispatched police, fire, and ambulance services promptly to ensure rapid response to emergencies.
- Relay information and messages from emergency sites, law enforcement agencies, and to other jurisdictions or groups requiring information.
- Coordinated responses with city and state agencies to address citizen requests efficiently.
- Trained new employees in handling emergency and non-emergency calls, ensuring adherence to protocols and safety measures.
- Advised and guided trainees on emergency response protocols and procedures.
- Utilize Telecommunications Device for the Deaf (TDD) to relay messages to citizens and officers.
Education
Bachelor of Arts - Mass Communications
Virginia State University
Petersburg, VA05-2005
Skills
- Service Order Management
- Project coordination
- Customer Cloud Service
- CIS (Banner)
- Oracle Cloud
- Data Analysis
- Google Sheets
- Microsoft Office Suite
- CISCO IP Communicator
- Risk Assessment
- Internal & External Customer Service
Certification
Professional Esthetician License
References
References available upon request
Volunteer Experience
- Drop-off volunteer for back-to-school events, Back To School Drop, Richmond, VA, 08/01/25
- Reader, Read Across America, Richmond, VA, 05/01/22
- Drop-off volunteer for back-to-school events, Back To School Drop, Richmond, VA, 09/01/21
- Communications Officer, Shop With A Cop, Richmond, VA, 08/01/19
Organizations
- Alpha Kappa Alpha Sorority Incorporated
Timeline
Field Operations Coordinator
City of Richmond Department of Public Utilities
01.2025 - Current
Quality Assurance Analyst
SimpliSafe
04.2023 - 01.2025
Global Security Analyst
Allied Universal Corporation
07.2022 - 02.2023
Security Operations Analyst
Capital One
10.2020 - 07.2022
Communications Officer III
City of Richmond Police Department
02.2006 - 10.2020
Bachelor of Arts - Mass Communications
Virginia State University