Summary
Overview
Work History
Education
Skills
Training
Timeline
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KEONA MUNSON

Orlando,FL

Summary

A highly-motivated employee with a desire to take on new challenges. Worth solid ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. A hardworking employee with customer service, multitasking, and time management abilities. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Detailed Client Service Associate known for having excellent organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Devoted to giving every customer a positive and memorable experience.

Results-driven professional with solid background in delivering impactful solutions. Proven track record in fostering team collaboration and adapting to changing needs. Skilled in strategic planning, project management, and client relations. Known for reliability, strong analytical abilities, and excellent communication skills.

Overview

8
8
years of professional experience

Work History

Customer Service Chat Associate

Lasership Logistics
08.2020 - 08.2024
  • Volunteered to help customers with email-based and phone support at times when the department was swamped with calls and messages
  • Used various skills to resolve problems in a reasonable amount of time
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly
  • Determined response to effectively deal with emergencies, accidents, and breakdowns
  • Answered customer questions that came through the company's online chat feature
  • Relayed information between drivers and recipients regarding ETA and potential delays
  • Evaluated problematic conditions to resolve issues and optimize service levels
  • Liaised with internal and external customers to drive timely delivery of goods and orders
  • 'Managed approximately 60 incoming calls, emails, and chats per day from customers.

Call Center Representative- Team Lead

Deo
04.2020 - 07.2020
  • Effectively lead, trained and monitored 200+ employees continuously
  • Liaison between customer and State/Federal government to ensure all laws, ordinance, regulations and policies were followed effectively and efficiently
  • Assisted clients from all backgrounds with the unemployment application process while maximizing on opportunities to enhance caller experience
  • Asked probing questions to determine service needs and accurately input information into required systems

Customer Service Representative, Team Lead

Inktel
09.2019 - 04.2020
  • Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity
  • Maintained composure and level-headed mentality during challenging situations to best resolve situations and serve business needs
  • Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency
  • Educated customers on special pricing opportunities and company offerings
  • Assisted newly hired team members by explaining company procedures and safety requirements and delivered positive feedback upon job task completion
  • Delegated daily tasks to team members to optimize team productivity
  • Implemented quality assurance measures to monitor calls and identify areas for improvement within the team's performance.
  • Collaborated with cross-functional departments to resolve complex customer issues promptly.

Customer Service Specialist Team Lead

Greater Expectations
12.2016 - 08.2019
  • Uphold strict quality control policies and procedures during customer interactions
  • Provided excellent service and attention to customers when face-to-face or through phone and email conversations
  • Resolved customer issues and diffused situations by listening to concerns and developing solutions
  • Ensured, fast, friendly, and knowledgeable service for routine questions that met company guidelines
  • Improved operations by working with team members and customers to find workable solutions
  • Trained new employees on phone etiquette to support team efficiency and maximize call productivity
  • Handled escalated calls calmly, finding resolutions that satisfied the company and the customer's needs.
  • Established trust with clients through clear communication, patience, and understanding of their unique challenges fully before offering solutions tailored to their needs.

Education

High School Diploma -

Continental Academy
Miramar, FL

Skills

  • AWS
  • CISCO
  • Data Entry
  • GPS
  • Kronos
  • Microsoft Powerpoint
  • Powerpoint
  • Quality Assurance
  • Salesforce
  • SAP
  • Five9
  • Availity
  • Computer skills
  • Attention to detail
  • Time management
  • Customer service
  • Customer engagement
  • Decision-making
  • Complex Problem-solving
  • Courteous and professional
  • Work Planning and Prioritization
  • MS office
  • Data entry
  • Issue resolution
  • New hire training
  • Problem-solving abilities
  • Multitasking and organization
  • Verbal and written communication
  • Creative problem solving
  • Collaborative teamwork
  • Adaptability and flexibility
  • Conflict resolution
  • Honest and dependable
  • Customer assistance

Training

Driver's License

Timeline

Customer Service Chat Associate

Lasership Logistics
08.2020 - 08.2024

Call Center Representative- Team Lead

Deo
04.2020 - 07.2020

Customer Service Representative, Team Lead

Inktel
09.2019 - 04.2020

Customer Service Specialist Team Lead

Greater Expectations
12.2016 - 08.2019

High School Diploma -

Continental Academy
KEONA MUNSON