Keenan Reeves
Richardson
Summary
Customer Service Concierge with over 13 years of extensive expertise in enhancing satisfaction and compliance through strategic member engagement and support. Demonstrates exceptional leadership and problem-solving skills, adept at guiding teams to implement innovative solutions that streamline healthcare navigation while ensuring adherence to high standards. Equipped with a robust skill set in team leadership, technical support, and project management, aspiring to leverage these capabilities to drive impactful health management initiatives.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Security Officer
Kingdom Shield Security LLC
09.2024 - Current
- Conduct routine patrols and monitor surveillance systems to detect suspicious activity and ensure facility safety.
- Responds promptly to alarms, emergencies, and incidents, following established protocols.
- Enforce access control policies and verify credentials for employees, contractors, and visitors.
- Prepare clear, detailed incident and daily activity reports.
- Collaborate with law enforcement and emergency responders when required.
- Provide customer service while maintaining a calm and authoritative presence.
Customer Service Concierge
Blue Cross Blue Shield
03.2023 - 09.2024
- Aid members with health queries, enhancing satisfaction and compliance.
- Build trust to improve member engagement in health programs.
- Guide members in selecting suitable in-network healthcare providers.
- Research and relay information, ensuring prompt resolution of issues.
- Facilitate communication among providers, members, and families.
- Coordinated comprehensive healthcare solutions, advocating for members through personalized support, provider network guidance, and proactive health management initiatives.
Customer Service Supervisor
Genpact LLC
07.2018 - 03.2023
- Resolved user inquiries swiftly, enhancing satisfaction and retention.
- Analyzed data to improve user experience, achieving measurable enhancements.
- Investigated reports of abuse, ensuring adherence to community standards.
- Identified workflow inefficiencies, suggesting effective solutions.
- Communicated empathetically, strengthening community trust.
- Led customer support initiatives while mentoring team members, implementing streamlined workflows for issue resolution and supporting high service standards.
- Analyzed user feedback patterns to develop data-driven solutions, enhancing community support processes and improving response efficiency.
- Enforced platform guidelines through systematic content review, ensuring compliance while maintaining swift response times and quality benchmarks.
Inventory Specialist Supervisor
Tree House Foods
08.2015 - 07.2018
- Led a team of 20+ in quality control and inventory management, ensuring high accuracy in product handling.
- Enhanced shipping efficiency, consistently processing 120+ cases per hour for regional distribution.
- Utilized advanced machining and lean manufacturing techniques to improve operational workflow.
- Operated various forklifts in demanding conditions, optimizing storage and retrieval processes.
- Implemented secure packaging methods, reducing product damage and loss significantly.
- Led warehouse operations with 15-member team, achieving 120 cases per hour productivity while maintaining quality standards in frozen, dry, and produce distribution.
- Coordinated cross-functional teams in quality assurance, implementing lean manufacturing principles and maintaining detailed documentation through Microsoft Office.
Technical Supervisor
Brightpoint Inc
05.2011 - 07.2015
- Led technical teams, enhancing collaboration and communication across departments.
- Oversaw projects, ensuring timely completion and adherence to quality standards.
- Managed budgets, optimizing resource use while meeting project goals.
- Resolved complex technical issues, improving workflow efficiency.
- Maintained technical documentation, supporting process consistency.
- Led technical operations team of 25+ staff, streamlined production workflows, and implemented quality control measures while maintaining shipping and receiving standards.
- Orchestrated comprehensive device diagnostics and repairs, addressing hardware components, software compatibility, and aesthetic restoration for optimal functionality.
Education
High School Diploma -
Dallas Can Academy
05.2011
Skills
- Customer Service (Expert), Team Leadership (Expert), Project Management (Expert), Quality Control (Expert), Technical Support (Expert), HIPAA Compliance (Expert), Microsoft Office (Expert), Forklift Operation (Expert), Inventory Management (Expert), Security Operations (Expert), Computer Repair (Expert), Problem Solving (Expert), Documentation (Expert), Data Entry (Expert), Windows (Expert), Linux (Expert), MacOS (Expert), Hardware Troubleshooting (Expert), Network Administration (Expert) Sales
Certification
- Level 2 Security License
- Security Licensing Authority
- Oct 2024 - Oct 2026
HOBBIES
Photography
ADDITIONAL INFORMATION
- Technical Expertise
- Computer troubleshooting and repair
- Hardware and software installation
- Desktop/laptop/tablet and cellphone repair
- Server and workstation management
- Network administration (LAN/WAN/MAN)
- Operating systems expertise in Windows, Linux, and Macintosh
FORKLIFT EXPERIENCE
Operating forklifts including Raymond, Crown, and Toyota. Stand Up, Reach, Cherry picker, sit-down forklift, and Pallet Jack operating.
Timeline
Security Officer
Kingdom Shield Security LLC
09.2024 - Current
Customer Service Concierge
Blue Cross Blue Shield
03.2023 - 09.2024
Customer Service Supervisor
Genpact LLC
07.2018 - 03.2023
Inventory Specialist Supervisor
Tree House Foods
08.2015 - 07.2018
Technical Supervisor
Brightpoint Inc
05.2011 - 07.2015
High School Diploma -
Dallas Can Academy