KEITH NDE
Hyattsville,MD
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. My passion for learning has driven me to develop strong problem-solving abilities, excellent communication skills, and the capacity to drive large business solutions for targeted customer satisfaction. Working as a Direct Support Professional (DSP) further enhanced my interpersonal skills and empathy. Additionally, I have obtained certifications such as Ethical Hacking, which demonstrates my computer proficiency and ability to keep information safe and secure.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Direct Support Professional
COCQS
Hyattsville, MD
02.2024 - Current
- Developed individualized plans for clients and monitored progress towards goals
- Built strong and trusting rapport with clients and loved ones
- Encouraged and reassured clients throughout transitions to facilitate smooth discharge
- Reported changes in client condition to administrators, facilitating nursing intervention
- Used approved crisis intervention techniques in emergencies.
- Monitored individuals' behaviors, documented observations, and reported any changes or concerns to the supervisor.
- Collaborated with other staff members to develop individualized service plans for each participant.
- Developed relationships with families of those receiving services to ensure continuity of care.
Customer Support Specialist
SmileDirectClub
Houston, TX
02.2022 - 12.2023
- Managed client communication, fostering strong relationships and addressing needs and expectations
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Provided technical support to customers by responding to inquiries and resolving issues promptly.
- Prepared daily activity reports summarizing activities related to customer support requests.
- Investigated customer complaints regarding product quality or service rendered.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Developed customer service policies for my team which entails communication and problem-solving approach to be used when tackling issues raised by customers
- Prepared and maintained detailed documentation, including user manuals and troubleshooting guides, to assist customers in self-service problem resolution
- Utilized CRM software to track issues, document customer interactions and maintain accurate records, ensuring efficient follow-up and resolution.
- Assisted in developing training materials related to new products or services being released.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Updated existing records with new or revised information as needed.
Education
BS in Computer Science -
University of Maryland Global Campus
College Park, MD07-2027
AS in Computer Science -
Prince George Community College
Hyattsville, MD11-2025
Skills
- Problem-solving
- Time management
- Active listening
- Communication
- Conflict resolution
- Product knowledge
- Patience
- Strategic thinking
- Bilingual (English and French)
- Customer service excellence
- Technical Troubleshooting
- Appointment Scheduling
- Complaint Handling
- Service desk support
- Online Chat Support
- Computer Diagnostics
- Computer maintenance
- Incoming Call Management
- Customer Service
- Help Desk Support
Certification
Certified Ethical Hacker (CEH)
Languages
French
Full Professional
English
Native/ Bilingual
References
References available upon request.
Timeline
Direct Support Professional
COCQS
02.2024 - Current
Customer Support Specialist
SmileDirectClub
02.2022 - 12.2023
BS in Computer Science -
University of Maryland Global Campus
AS in Computer Science -
Prince George Community College
Certified Ethical Hacker (CEH)
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