Keanna Moore
Mobile,AL
Summary
Conscientious customer service representative with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
4
4
years of professional experience
Work History
Billing/Technical Customer Service Support
Conduent Inc.
07.2023 - Current
- Call Center, Billing Assistance, Provide customers applicable technical support, Manage account details, Navigate through different programs to document required information
- Reduced average call handling time through efficient problem-solving techniques and effective use of support tools.
- Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
Social Service Caseworker
Mobile County DHR
11.2022 - 07.2023
- Develop social service plans for select caseloads, Investigate abuse and neglect cases, Provide crisis intervention, Assess need and delivery of services, Arrange for clinical services and/or planning for nursing home care, Simplified record-keeping operation without compromising company policies (i.e
- Keeping hard copies of court required documentation per legal guidelines etc.)
Case Manager
Keeton Corrections
04.2022 - 11.2022
- Report accountability violations of all offenders, on a daily basis, to Supervisors, Assure offender accountability by proper sign in/out procedures, Complete intake of offender and perform assessments upon arrival to the facility, Perform bi-weekly follow up interviews to monitor progress, Create and maintain detailed documentation for each case using structured filing system, Conduct on-site collection of urine samples, conduct vehicle searches, pat searches, facility searches, and initiate monthly fire drills as assigned and report violations to Supervisors, Maintain information required from the facility to participate in audits conducted by the state, Uphold all policies and procedures set forth in KCI Technical Proposal and any other related contract documents.
Customer Service/ Sales Representative
Best Buy
09.2020 - 04.2022
- Uses acquired skills and knowledge to recommend products and services to meet customers' current and future needs, Assists customers with their sale orders, returns, and exchanges, Utilizes available tools to stay current on skills and promotional initiatives, Maintains merchandising and ensures their department is clean and well stocked, Works in cooperation with their supervisor and associates in other departments
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
Education
Master of Science - Information Technology, Cybersecurity
Franklin University
Bachelor of Art - Criminal Justice
University of South Alabama
Mobile, AL05.2022
Skills
- Remote Support
- Customer Support
- Ticket management
- Hardware knowledge
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Service
- Data Entry
Activities
- Volunteer at the Boys and Girls Club - Mobile, AL
- Black Student Union - University of South Alabama
References
- available upon request
Timeline
Billing/Technical Customer Service Support
Conduent Inc.
07.2023 - Current
Social Service Caseworker
Mobile County DHR
11.2022 - 07.2023
Case Manager
Keeton Corrections
04.2022 - 11.2022
Customer Service/ Sales Representative
Best Buy
09.2020 - 04.2022
Master of Science - Information Technology, Cybersecurity
Franklin University
Bachelor of Art - Criminal Justice
University of South Alabama
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