Keona Brown
Customer Service Representative
Atlanta,GA
Summary
Dedicated and personable Customer Service Representative with over 5 years of experience in customer support and supply chain management. Proven ability to efficiently solve problems, manage complex logistics, and ensure customer satisfaction. Experienced in using various tools, including Salesforce, to log interactions and resolve issues. Enthusiastic team player with strong communication skills, adept at working in fast-paced environments and handling non-standard shifts.
Overview
14
14
years of professional experience
Work History
Case Management Representative
Kforce/ The Home Depot
06.2021 - 07.2022
- Expertly managed customer service escalations for delivery issues using Zendesk, ensuring a swift and effective resolution.
- Proactively identified and implemented expedited solutions to resolve delivery-related concerns, enhancing customer satisfaction.
- Collaborated closely with delivery agents and product vendors to guarantee product quality and delivery accuracy, driving a seamless customer experience.
Supply Chain Help Desk Lead
Fastenal
3 2018 - 06.2021
- Managed all aspects of Help Desk operations, including vendor management, ticketing systems, and product movement
- Provided excellent customer support to resolve escalated issues related to missing products
- Oversaw an eight-member team, maximizing customer satisfaction through effective materials planning and purchasing
- Collaborated with management to resolve product allocations, damage, returns, and inventory-related issues.
Supply Chain Help Desk Analyst
Fastenal
01.2017 - 03.2018
- Identified and implemented cost-effective and faster shipping methods after thorough research
- Analyzed warehousing, distribution, and customs data to improve supply chain processes
- Provided stores with product and service information, processed orders, and addressed customer complaints
- Conducted root cause analyses and developed corrective action plans for warehouse operations discrepancies.
Patient Service Representative
Benevis
01.2014 - 01.2017
- Scheduled and confirmed patient appointments, providing excellent customer service in a healthcare setting
- Educated patients on treatments, procedures, and resources, maintaining confidentiality per HIPAA regulations
- Entered and managed patient insurance, demographic, and health information in compliance with hospital protocols.
Tax Processor
Bank of America
12.2010 - 01.2014
- Conducted audits and investigations of income tax returns to verify accuracy and compliance
- Reduced errors by performing comprehensive reviews of internal tax documents, ensuring adherence to regulations.
Sales Associate
AT&T Inc.
09.2009 - 12.2010
- Assisted customers with product inquiries, inventory checks, and sales, building strong customer relationships
- Maintained knowledge of promotions, policies, and security practices, contributing to increased sales.
Customer Service Representative
Spherion Staffing
10.2008 - 08.2009
- Provided fast, friendly, and knowledgeable service for customer inquiries and complaints
- Documented customer interactions to track requests, problems, and solutions, consistently meeting performance benchmarks.
Education
GED -
Atlanta Technical College
Atlanta, GASkills
Customer Support & Relationship Building
Problem Solving & Troubleshooting
Logistics & Supply Chain Inventory
Salesforce & Ticketing Systems
Communication & Collaboration
MS Office & Typing (45 WPM)
Dispute Mediation & Conflict Resolution
Scheduling & Office Administration
Team Leadership & Training
Active Listening
Data Entry
Critical Thinking
Additional Qualifications
- Experienced in remote work environments, with proven ability to maintain high levels of productivity, communication, and collaboration.
- Skilled in using remote tools and platforms, such as Zendesk and Salesforce, to manage customer interactions and resolve issues effectively.
- Comfortable working non-standard shifts, including evenings and weekends.
Timeline
Case Management Representative
Kforce/ The Home Depot
06.2021 - 07.2022
Supply Chain Help Desk Analyst
Fastenal
01.2017 - 03.2018
Patient Service Representative
Benevis
01.2014 - 01.2017
Tax Processor
Bank of America
12.2010 - 01.2014
Sales Associate
AT&T Inc.
09.2009 - 12.2010
Customer Service Representative
Spherion Staffing
10.2008 - 08.2009
Supply Chain Help Desk Lead
Fastenal
3 2018 - 06.2021
GED -
Atlanta Technical College
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