Kenon Sapp
Galveston,TX
Summary
Seasoned Customer Service professional with 24 years of experience across various customer-facing roles. Skilled in high-end concierge services, complex issue resolution, and maintaining a 90%+ customer satisfaction rate. Seeking a Customer Service role, bringing strong communication skills and a history of exceeding performance metrics.
Skilled service professional prepared for high-demand environments. Proven ability to manage client needs, coordinate events, and provide personalized services. Strong focus on team collaboration, delivering results, and adapting to changing requirements. Expertise in communication, problem-solving, and time management. Reliable and flexible, ensuring high standards are consistently met.
Overview
25
25
years of professional experience
Work History
Remote Lifestyle Concierge
Aspire Remote
11.2018 - 12.2024
- Provide premium concierge services to high-value clients, including global dining reservations, tailored recommendations, and event ticket procurement
- Arrange private transportation solutions and conduct comprehensive research to meet diverse client needs and requests
- Maintain meticulous attention to detail and promptly follow up on all client interactions, ensuring exceptional service delivery
- Conduct in-depth research for complex, non-immediate client requests to provide thorough and customized solutions
- Manage multi-channel client communication and adhere to performance metrics, including average handle time and quality assurance standards
Client Services Representative
Great West Financial
01.2016 - 11.2018
- Addressed client inquiries regarding life insurance policies, providing detailed illustrations and explaining policy features to align with clients' financial objectives
- Utilized multiple software systems, including Onbase, Lifesys, and Lifepro, to retrieve and manage client data effectively
- Conducted administrative duties, including updating personal client information, quality assurance of departmental forms, and managing documentation within Citrix and Onbase systems
Client Services Representative
Cordant Health
04.2015 - 10.2015
- Managed client inquiries and provided detailed information on toxicology services, ensuring clarity and resolution of issues
- Coordinated specimen sample processing, utilizing HC1 and LIMS systems to maintain accurate records and compliance with disposal protocols
- Facilitated communication and fostered relationships with clients through regular follow-up calls, addressing concerns and optimizing satisfaction
Health Services Representative
Rubin & Raine
03.2014 - 04.2015
- Managed a high volume of daily inbound calls, providing detailed information on patient accounts, insurance coverage, and resolving inquiries related to hospital stays and billing
- Executed administrative functions, including insurance claim processing, coordinating document distribution, and maintaining organized records for efficient department operation
Remote Tier 2 Tech Support Representative
Apple Inc.
01.2007 - 01.2014
- Resolved complex technical issues for a range of products, ensuring high-quality customer service that met company standards
- Managed a high volume of inbound calls, consistently maintaining a customer satisfaction rate above 90%
- Provided leadership and operational support to Tier 1 representatives, including scheduling, coaching, and mentoring responsibilities
- Recognized for outstanding performance, receiving the quarterly excellence award throughout tenure
Alarm Monitor Representative
ADT Security Systems
01.2006 - 01.2007
- Managed daily alarm response operations, processing 80-150 calls for fire, emergency, and routine incidents, ensuring timely dispatch of appropriate authorities
- Conducted thorough verification of alarm activations via telephone to ascertain the validity of emergencies and authorized clearance to deactivate non-emergency alerts
Front Desk Coordinator
L'auberge DuLac Casino
01.2005 - 01.2006
- Enhanced client satisfaction by facilitating efficient client flow and ensuring a welcoming atmosphere at the front desk
- Promoted casino services to recruit new clients and fostered repeat visits through exceptional customer care
Front Desk Clerk
Isle of Capri Casino
01.2003 - 01.2005
- Delivered comprehensive assistance and information to guests to ensure a comfortable experience
- Addressed inquiries and provided guidance on casino amenities, services, and events
Telephone Consultant
TELETECH
01.2000 - 01.2003
- Managed high-volume inbound calls, efficiently addressing customer inquiries and resolving issues in accordance with postal policies and regulations
- Maintained a consistent performance in a dynamic call center setting, ensuring adherence to company guidelines and delivering accurate information
Education
Bachelor of Science - Computer Science
Southern University
Baton Rouge, LABachelor of Science - Nursing (RN)
Southern University
Baton Rouge, LASkills
- Time management expertise
- Strong empathy
- Customer satisfaction
- Call prioritization
- Administrative skills
- Exceptional communication
- Remote support
- Client services
- Problem solving prowess
- Call center experience
- Handling customer complaints
- Tech-savviness
- SLA compliance
- Email support
- Concierge services
- Conflict resolution
- Troubleshooting skills
Timeline
Remote Lifestyle Concierge
Aspire Remote
11.2018 - 12.2024
Client Services Representative
Great West Financial
01.2016 - 11.2018
Client Services Representative
Cordant Health
04.2015 - 10.2015
Health Services Representative
Rubin & Raine
03.2014 - 04.2015
Remote Tier 2 Tech Support Representative
Apple Inc.
01.2007 - 01.2014
Alarm Monitor Representative
ADT Security Systems
01.2006 - 01.2007
Front Desk Coordinator
L'auberge DuLac Casino
01.2005 - 01.2006
Front Desk Clerk
Isle of Capri Casino
01.2003 - 01.2005
Telephone Consultant
TELETECH
01.2000 - 01.2003
Bachelor of Science - Computer Science
Southern University
Bachelor of Science - Nursing (RN)
Southern University
Similar Profiles
Christine Zoppi, MPAChristine Zoppi, MPA
Executive Strategy Officer / Consultant at Aspire 2 Lead Now / Aspire Innovators, LLCExecutive Strategy Officer / Consultant at Aspire 2 Lead Now / Aspire Innovators, LLC
S. Douglas ThompsonS. Douglas Thompson
Managing Partner at Remote CFOs/Remote ManagementManaging Partner at Remote CFOs/Remote Management
Johanny CapellanJohanny Capellan
Health Coach Medical Assistant at Remote patient monitoring Cadence-RemoteHealth Coach Medical Assistant at Remote patient monitoring Cadence-Remote
Pamela DavisPamela Davis
Director at Mansfield After-School CareDirector at Mansfield After-School Care
Debra Bergland, MSN. RNDebra Bergland, MSN. RN
Manager at Baylor St. Luke's TMCManager at Baylor St. Luke's TMC