Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kenesha Howard

Houston,TX

Summary

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Also dedicated and motivated to maintain customer satisfaction and contribute to company success. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

17
17
years of professional experience
1
1
Certification
5
5
years of post-secondary education

Work History

Customer Care E-Comm Specialist

Mattress Firm
08.2020 - Current
  • Resolve and respond to customer inquires from mattress firm website
  • Process and deliver customer orders successful using phone or email
  • Respond to all questions relating to website order fulfillment
  • Address customer complaints regarding purchases, to ensure customer satisfaction
  • Demonstrate diligence, adaptability, integrity and personal development
  • Strong knowledge of internet, MS Office, and Excel.
  • Followed all company policies and procedures to deliver quality work.
  • Listened and responded to customer requests and forwarded necessary information to superiors.

Dispatcher

Mattress Firm
01.2017 - 08.2020
  • Create routes to be dispatched
  • Respond to emails
  • Create Excel spreadsheets for reports
  • Create and schedule work orders
  • Answer phones
  • Trained new employees
  • Navigate through dispatch track, delivery run and Max
  • Assist drivers during load out, to make sure they have all product
  • Reviewed, investigated and corrected errors and inconsistencies in financial entries, documents and reports
  • Detail-oriented with 3 years of experience in payroll administration
  • Outstanding mathematics, verbal and written communication skills with expertise in Dispatch billing
  • Diligent professional proficient in calculating numbers of stop pay and transfer route pay to determine cost.

Cashier/Sales Associate

Burlington
04.2016 - 01.2017
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions
  • Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses
  • Greeted customers entering store and responded promptly to customer needs

CSR/Dispatcher

Dynamex
06.2015 - 04.2016
  • Coordinate driver ability to attain movement of freight
  • Made sure packages arrived at customers' satisfaction
  • Set up deliveries for next day
  • Data entry, order processing
  • Trained new employees.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Managed high call volumes, maintaining professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Updated account information to maintain customer records.

Customer Service Representative

Xerox
11.2013 - 03.2014
  • Collected customers' feedback and processed changes to exceed customer satisfaction.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.

Dispatcher

Charter Communication
03.2007 - 02.2010
  • Scheduled cable, internet and telephone installations
  • Inbound/outbound calling
  • Answered questions about billing
  • Troubleshoot equipment
  • Properly directed calls in phone queues to improve call flow
  • Computer navigation using Icons, C-Core, and MapQuest
  • Developed effective relationships with all call center departments through clear communication.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Scheduled deliveries and pickups according to customer needs.
  • Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Monitored and tracked dispatch communication systems.

Education

Bachelor of Arts - Business Administration-Human Resource Management

Strayer University
Houston, TX
04.2019 - 03.2024

Skills

  • Conflict Management
  • Sales
  • Communication skills
  • 45 wpm
  • Payroll
  • Microsoft Word, Excel and PowerPoint
  • Data Entry
  • Lead Dispatcher
  • Troubleshooting

Certification

Professional In Human Resources

Medical Assistant

Timeline

Customer Care E-Comm Specialist

Mattress Firm
08.2020 - Current

Bachelor of Arts - Business Administration-Human Resource Management

Strayer University
04.2019 - 03.2024

Dispatcher

Mattress Firm
01.2017 - 08.2020

Cashier/Sales Associate

Burlington
04.2016 - 01.2017

CSR/Dispatcher

Dynamex
06.2015 - 04.2016

Customer Service Representative

Xerox
11.2013 - 03.2014

Dispatcher

Charter Communication
03.2007 - 02.2010

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Kenesha Howard