Summary
Overview
Work History
Education
Skills
Certification
Leadership Positions
Affiliations
Timeline
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Keionna Wallace

Chattanooga,TN

Summary

A skilled communicator; able to maintain cultural sensitivity, establish rapport with members of diverse groups and promote team cohesiveness. An effective leader, skilled in enlisting the support of all team members in aligning with project and organizational goals

Overview

9
9
years of professional experience
1
1
Certification

Work History

Area Manager

Amazon
07.2023 - Current
  • Supervised over one hundred associates daily.
  • Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
  • Transformed underperforming teams into productive, profitable teams.
  • Resolved conflicts promptly to promote positive environment for customers.
  • Spearheaded operational procedures and processes to improve efficiency and optimize operations.
  • Collaborated with cross-functional teams to align operations with corporate objectives.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.

Mobile Expert

T-Mobile
11.2022 - 07.2023
  • Monitored wireless sales space to establish familiarity with various carriers.
  • Maintained sound knowledge of company product suites.
  • Performed in-store product demonstrations at assigned events.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Activated both contract and pre-paid wireless phones for 50 customers per month by inserting new SIM cards, restoring content and establishing new payment accounts

AppleCare Agent

Kelly Services
01.2019 - 11.2022
  • Assist customers with their iOS devices and macOS devices.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer chats with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Shift Leader

Nike
01.2015 - 01.2019
  • Supervised staff and ensured that all work was done
  • Greeted customers and provided excellent customer service
  • Maintained high standards of customer service during high-volume, fast-paced operations
  • Built loyal clientele through friendly interactions and consistent appreciation.
  • Completed cash and credit card transactions accurately using POS software.
  • Trained new employees and delegated daily tasks and responsibilities.

Education

Bachelor of Science - Criminal Justice

Valdosta State University
Valdosta, Ga
05.2023

High School Diploma -

Effingham County High School
Springfield, Ga
05.2014

Skills

  • Self motivated, initiative, high level of energy
  • Verbal communication skills
  • Decision making, critical thinking, organizing and planning
  • Tolerant and flexible to different situations
  • Set examples for others, taking responsibility for successes and failures alike
  • Demonstrate critical thinking under stressful situations where problems are faced, and willingness to make right decisions even considered unpopular
  • Approach challenges as opportunities to improve skills and abilities, seeking advice and criticism to constantly improve
  • Operations Management
  • Relationship Building and Management
  • Business Development and Planning
  • Supply Chain Management
  • Cross-Selling Products and Services
  • Customer Engagement
  • Account Management

Certification

Google’s Technical Support Fundamentals Certificate

Leadership Positions

  • President of the Lambda Beta Chapter of Sigma Gamma Rho Sorority, inc.
  • Vice President of Special Projects of the Eta Xi Chapter of Tau Beta Sigma National Honorary Band Sorority, Inc.
  • Vice President of Membership of the Eta Xi chapter of Tau Beta Sigma National Honorary Band Sorority, Inc.

Affiliations

  • Sigma Gamma Rho Sorority, inc.
  • Tau Beta Sigma National Honorary Band Sorority, inc.


Timeline

Area Manager

Amazon
07.2023 - Current

Mobile Expert

T-Mobile
11.2022 - 07.2023

AppleCare Agent

Kelly Services
01.2019 - 11.2022

Shift Leader

Nike
01.2015 - 01.2019

Bachelor of Science - Criminal Justice

Valdosta State University

High School Diploma -

Effingham County High School

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Keionna Wallace