Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Kenesha Howard

E-Commerce Specialist
Houston,Texas

Summary

Seasoned specialist offering several years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of qa terms, tools and methodologies.

Overview

11
11
years of professional experience

Work History

Customer Care E-Comm Specialist

Mattress Firm
Houston, TX
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
Houston, TX
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.

CSR/Dispatcher

Dynamex
Houston, TX
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
Houston, TX
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.

Education

Bachelor of Arts - Business Administration And Management

Strayer University
Houston, TX
06-2024

Skills

  • Trained
  • Recruited
  • Leadership
  • Conflict resolution proficiency
  • Compensation and payroll
  • Onboarding new employees
  • Attention to detail and accuracy
  • Problem solving, and critical thinking
  • Microsoft Word, Excel, and PowerPoint
  • Outstanding communication and interpersonal skills

Accomplishments

  • Employee of the Month
  • impeccable Attendance
  • Presidents List
  • Deans List
  • Honor Roll
  • GPA 3.5
  • Cum Laude

Timeline

Customer Care E-Comm Specialist

Mattress Firm
08.2020 - Current

Dispatcher

Mattress Firm
01.2017 - 08.2020

CSR/Dispatcher

Dynamex
06.2015 - 04.2016

Customer Service Representative

Xerox
11.2013 - 03.2014

Bachelor of Arts - Business Administration And Management

Strayer University

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Kenesha HowardE-Commerce Specialist