Keisha Teague Ross
Lebanon,TN
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
12
12
years of professional experience
Work History
Customer Service Associate
Publix Supermarket Customer Service
08.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Provided training and support to new associates to help provide high-quality customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
General Cleaner
Budd Group
09.2019 - Current
- Used time management and efficient cleaning methods to meet deadlines.
- Emptied trashcans and transported waste to collection areas.
- Worked alongside other cleaners to complete jobs in corporate office buildings.
- Organized and used industrial cleaning products following strict safety procedures.
- Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
- Cleaned and maintained lobbies, offices and other common areas in commercial buildings.
- Used vacuum and shampooers to clean carpeted areas in offices, lobbies and corridors.
Training Supervisor
Escalent
11.2011 - Current
- Assessed new employee skills and strengths to provide customized training.
- Collaborated with company leaders and department managers to determine training needs.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Updated employees with latest policies, procedures and compliance standards.
- Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
- Selected or wrote appropriate curriculum for specific course topics.
- Integrated technology resources into courses to diversify instruction.
- Monitored training reports within learning management system for respective roles to promote initial and annual training completion.
- Produced training manuals, presentations and resources for enhanced learning.
- Verified training program compliance with applicable laws and regulations.
- Selected, developed and delivered classroom and online training materials to meet program needs.
- Facilitated high-quality training program delivery to employees and external stakeholders.
Education
Master of Science - Health Administration With A Concentration
University of Phoenix
Tempe, AZ05.2023
Certification - Human Resources Management
University of Phoenix
Tempe, AZ08.2021
BBA - Business Administration And Management
University of Phoenix
Tempe, AZ10.2017
Skills
- Livechat Messaging
- Sales Report Generation
- Verbal Communication
- Cultural Awareness
- Complaint Escalation
- Policy and Procedure Adherence
- MS Office Proficiency
- Complex Problem-Solving
- Quality Assurance
- Customer Service
- Administrative and Office Support
- Employee Management
Personal Reflection
I am interested in working in a health care setting to prepare myself for working in the health care industry. I am pursuing my ABSN in September 2023.
Timeline
Customer Service Associate
Publix Supermarket Customer Service
08.2022 - Current
General Cleaner
Budd Group
09.2019 - Current
Training Supervisor
Escalent
11.2011 - Current
Master of Science - Health Administration With A Concentration
University of Phoenix
Certification - Human Resources Management
University of Phoenix
BBA - Business Administration And Management
University of Phoenix
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