Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Keanna Roundtree

Orlando

Summary

With 7+ years of customer service experience, I possess a versatile skill set that includes front-facing customer interactions, inbound and outbound communications, and back-office support. This encompasses handling complex escalated claims involving fraud and disputes. My extensive background has equipped me with the technical skills necessary for success and a deep understanding of customer needs, enabling me to provide effective and empathetic solutions. Thriving in fast-paced environments, I consistently deliver exceptional service while resolving intricate issues. Whether answering inbound calls, managing outbound communications, or overseeing the resolution of escalated cases in fraud and dispute resolution, I demonstrate the ability to stay calm under pressure, prioritize effectively, and deliver solutions that meet both company standards and customer satisfaction. Proficient in Microsoft Office and Adobe Acrobat, I hold a high school diploma, driver's license, and authorization to work in the U.S. for any employer.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Account Specialist III

JPMorgan Chase & Co
09.2022 - Current
  • As an Account Specialist III, I play a pivotal role in managing a portfolio of client accounts, ensuring that their needs are met with precision and excellence
  • My responsibilities span the full scope of account management, including addressing client inquiries, resolving issues, and proactively identifying opportunities for account growth
  • One of the key aspects of my role sometimes involves conducting quality assurance (QA) checks alongside my manager for my calls to ensure that all client interactions are handled in accordance with company standards
  • This collaborative process is integral to maintaining the highest levels of service and client satisfaction

Correspondence Clerk

Westgate Resorts
06.2021 - 08.2022
  • Review and respond to owners complaints regarding their stays or timeshare
  • Contact resort staff and other corporate departments when needed

Correspondence Clerk

Conduent
02.2019 - 05.2021
  • I review the accounts to ensure the account is being billed correctly
  • I also resolve customers issues when they do something in error
  • We are the support team for SunPass
  • We consult with different agencies regarding the customers issues in their accounts
  • We also resolve any issues due to an agent error
  • Responsible for preparing documents and letters to answer a variety of queries, including requests for merchandise, claims, credit, delinquent accounts, incorrect billings, and poor service
  • The clerk gathers all appropriate information and types a comprehensive reply with the intent of solving the customer's problem

Customer Service Representative

Conduent
07.2018 - 02.2019
  • My job was to assist customers with updating their accounts and submitted request for disputes when needed
  • I was promoted to another position within the company in February of2019

Customer Service Representative

Conduent Call Center
08.2017 - 11.2017
  • I processed payments and submitted disputes for sunpass

Customer Service Representative

UnitedHealth Group
12.2015 - 02.2017
  • I worked for an account at united health group
  • I did outbound and inbound

McDonalds Crew Member

McDonald's
03.2013 - 12.2014
  • Responsibilities
  • My job was to work back and front cash
  • Keep area clean and also bag the orders

Teacher's Assistant (TA)

Adorable Creations
10.2012 - 09.2014
  • Promoted good behavior by using the positive reinforcement method
  • Promoted language development skills through reading and storytelling
  • Assisted the lead teacher with snack time, arts and crafts and putting the children down for naps
  • Relieved the head teacher and toddler teacher
  • Kept classrooms clean by sterilizing and disinfecting children's toys and surfaces
  • Organized small groups of children while transiting to and from outdoor play
  • Administered medication and minor first aid to sick and injured students
  • Dressed children and changed diapers
  • Maintained daily records of children's individual activities, behaviors, meals and naps
  • Addressed behavioral and learning issues with parents and daycare management staff
  • Managed general housekeeping duties including feeding, diapering, resting, cleanup, etc
  • Documented daily food attendance, enrollments and withdraws and monthly food claims in state-regulated system
  • Completed evening classroom and play area cleanup and closing duties
  • Reported parent complaints and comments to managers
  • Used constructive problem-solving techniques to resolve parent disputes

Administrative Assistant

Little Rae's Christian center
06.2011 - 10.2012
  • Managed office supplies, vendors, organization and upkeep
  • Answered and managed incoming and outgoing calls while recording accurate messages
  • Opened and properly distributed incoming mail
  • Helped distribute employee notices and mail around the office
  • Maintained a clean reception area, including lounge and associated areas
  • Obtained signatures for financial documents and internal and external invoices
  • Little rae's christian center -3099 orange center blvd

Education

High school diploma - undefined

South Orlando Christian academy

Skills

  • Attention to detail
  • Strong verbal and written communication skills
  • Adobe Acrobat
  • Document management
  • Microsoft office proficiency
  • Customer engagement
  • Billing resolutions
  • Research proficiency
  • Brainstorming
  • Billing issue resolution
  • Processing payments
  • Excellent communication
  • Account servicing
  • Decision-making
  • Team building
  • Opening and closing procedures
  • Teamwork and collaboration
  • Time management
  • Reliability
  • Conduct investigations and provide a detailed report and solution

Certification

  • Driver's License
  • June2018 to November2024

Additional Information

  • Skills
  • Cash handling expertise Customer service-oriented
  • Advanced clerical knowledge Flexible
  • Rapid data entry skills Accurate and detailed
  • Goal-oriented Works well under pressure
  • Self-sufficient Excellent planner and coordinator
  • Positive Multi-line phone proficiency
  • Cheerful
  • People-oriented
  • Detail-oriented
  • Excellent time management skills
  • Analytical
  • Professional phone etiquette
  • Adobe acrobat
  • Excel
  • Microsoft word

Timeline

Account Specialist III

JPMorgan Chase & Co
09.2022 - Current

Correspondence Clerk

Westgate Resorts
06.2021 - 08.2022

Correspondence Clerk

Conduent
02.2019 - 05.2021

Customer Service Representative

Conduent
07.2018 - 02.2019

Customer Service Representative

Conduent Call Center
08.2017 - 11.2017

Customer Service Representative

UnitedHealth Group
12.2015 - 02.2017

McDonalds Crew Member

McDonald's
03.2013 - 12.2014

Teacher's Assistant (TA)

Adorable Creations
10.2012 - 09.2014

Administrative Assistant

Little Rae's Christian center
06.2011 - 10.2012

High school diploma - undefined

South Orlando Christian academy

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Keanna Roundtree