Summary
Overview
Work History
Education
Accomplishments
Timeline
Generic

Keisha Dennis

La Marque,TX

Summary

A self- motivated, organized, and reliable employee. Eager to apply time management, attention to detail, with a professional demeanor,and excellent communication skills in various environments. Seeking entry-level opportunities to expand my negotiation management skills, problem- solving abilities while facilitating company growth.

Overview

23
23
years of professional experience

Work History

Senior Resolution Coordinator, Contact Center

Walmart
La Marque, TX
09.2023 - Current
  • Provide customer service by sharing accurate and timely information with customers, utilizing quality guidelines and resources, and partnering with stakeholders as needed,
  • Supports customers with live contact-related questions, restricted account actions, concessions approvals, and other operational support and performs research as needed,
  • Documents routine workflows, resource requirements, dependencies, and criticalities,
  • Responds to incoming specialty processes, escalated issues, and support requests by monitoring incoming requests,
  • Escalates systemic issues using available tools (for example, JIRA, Leadership, Fixit tickets),
  • Communication styles/norms through different interaction channels. To be able to listen to customers, understands, processes, and prioritizes customer needs, then provides solutions,
  • Demonstrates an ability to speak, write, and present clearly,
  • Able to use fact- finding techniques and diagnostics tools to identify and break down business problems related to contact center operations,
  • Understands the perspectives of each involved stakeholder to drive resolutions for the contact center,
  • Collaborates with stakeholders within the contact center to ensure the implementation of recommended solutions,
  • Demonstrates, promotes, and supports compliance with company policies, procedures, and standards of ethics and integrity by explaining, guiding, and demonstrating how to apply these in executing business processes and practices
  • Assisted on the IBE Projects Team

Security Supervisor/Mailroom Clerk

Bay, LTD
Texas City, TX
02.2001 - 09.2023
  • Supervised access control at all entrance points of the facility, ensuring only authorized personnel are granted entry.
  • Monitored entire facility using CCTV while simultaneously performing dispatch duties.
  • Investigated incidents, wrote detailed reports, and made recommendations for improvements in the security program.
  • Coordinated with vendors to ensure timely delivery of materials, equipment, and services related to security operations.
  • Managed the budget for purchasing supplies related to Security operations while staying within budgetary guidelines.
  • Monitored and authorized employee and guest access to guard against theft.
  • Received and sorted incoming mail, packages, and courier deliveries.
  • Operated mail processing equipment and manually sorted mail.
  • Performed data entry activities into various databases related to the processing of mail items.
  • Assisted in the preparation of outgoing mail by weighing packages, affixing postage, and completing necessary documentation.
  • Organized and maintained an inventory of supplies such as stationary, stamps, labels.
  • Conducted regular maintenance checks on equipment used in the mailroom such as printers, scanners, copiers.
  • Provided customer service assistance with inquiries regarding postal services.
  • Picked up bulk orders from vendors and delivered them to designated locations.
  • Utilized De-Escalation Techniques when dealing with challenging situations and scenarios.

Education

Bachelor of Science - Technical Management

Devry University
Naperville, IL
06-2026

Accomplishments

  • Awarded Protection Professional of the Month 2001
  • Awarded Employee of the Month 2006
  • Q.U.E.S.T Certification 2023

Timeline

Senior Resolution Coordinator, Contact Center

Walmart
09.2023 - Current

Security Supervisor/Mailroom Clerk

Bay, LTD
02.2001 - 09.2023

Bachelor of Science - Technical Management

Devry University

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Keisha Dennis