Kena Williamson
Aurora,IL
Summary
Dynamic professional with extensive experience in sales order processing, data analysis, and process improvement within fast-paced environments. Expertise in SAP ERP (VA02, VL01N) and advanced data analysis tools enables effective monitoring of supply chain performance and inventory accuracy. Proven ability to manage third-party escalations, analyze scorecards for leadership insights, and implement robust fraud mitigation strategies. Recognized for exceptional analytical skills, collaborative teamwork, and a commitment to delivering outstanding customer service while ensuring accuracy and compliance across all operations.
Overview
18
18
years of professional experience
Work History
Sr. Sales Order Processor
Dyson LLC
02.2019 - 09.2025
- Manage Bold Chat and Sales Queue to review order status and release requests.
- Navigate SAP ERP (VA02, VL01N) to process and manage orders, including distinguishing finished goods and spare parts.
- Monitor 3rd-party escalations, analyze pivot data, and identify trends (tracking issues, repeated SKUs, address/UPS issues).
- Provide weekly updates using PowerPoint and scorecards for leadership.
- Investigate fraud team emails and resolve issues by canceling or submitting returns.
- Access UPS Supply Chain Symphony to track deliveries and ensure accurate status updates.
- Train team members during peak seasons on escalations and order processing.
- Assist retail and demo store inquiries, GLS, and Pitney Bowes with customer order updates.
Customer Service Specialist
Dyson LLC
08.2012 - 02.2019
- Process returns, exchanges, and plant transfer orders for service centers and retail.
- Register warranties for vacuums and fans while resolving escalations via IT.
- Provide online customer support via Bold Chat.
- Delivered exceptional customer support through effective communication and problem resolution strategies.
- Implemented process improvements to enhance response times and customer satisfaction ratings.
Customer Service Representative
DRF Installation
03.2008 - 05.2011
- Input customer orders in MAS90
- Handle inbound calls from Home Depot and Sears retailers
- Prepare daily order information for delivery teams and manage billing.
- Resolved customer inquiries efficiently, ensuring high satisfaction rates and prompt service delivery.
- Trained new staff on company systems and customer service protocols to enhance team performance.
Education
Associate’s Degree - Business Management
Northwestern Business College
10.2006
High School Diploma - undefined
East Aurora High School
05.2002
Skills
- Order Processing & Management (SAP, MAS90, MAS200, Microsoft Excel)
- Customer Service & Call Center Operations
- Pivot Tables, VLOOKUPs, Data Analysis
- Training & Team Support
- Fraud Prevention & Returns Management
- Strong Written & Verbal Communication
- Efficiency
- Attention to detail
- Typing 65 WPM 10-Keyboard
- Outstanding customer service
- Medical Terminology
Timeline
Sr. Sales Order Processor
Dyson LLC
02.2019 - 09.2025
Customer Service Specialist
Dyson LLC
08.2012 - 02.2019
Customer Service Representative
DRF Installation
03.2008 - 05.2011
High School Diploma - undefined
East Aurora High School
Associate’s Degree - Business Management
Northwestern Business College