Keona Taylor
Amazon
Columbia
11
years of professional experience
Professional fulfillment specialist with proven track record of enhancing warehouse efficiency and accuracy in order processing. Known for strong focus on team collaboration and achieving results, while adapting to changing operational needs. Reliable and flexible, skilled in inventory management and problem-solving.
Work History
Fulfillment Associate
1 Year 2 Months- Analyzed and restructured order picking methods to achieve faster fulfillment and elevate delivery performance.
- Executed daily stock evaluations and maintained precise inventory records to support efficient order fulfillment and inventory oversight.
- Streamlined communication with team members regarding shift tasks to ensure seamless workflow and prompt resolution of issues during busy periods.
- Monitored compliance with safety protocols and operational guidelines, significantly enhancing workplace safety.
- Analyzed and improved order picking workflows in collaboration with team members to boost overall operational efficiency.
Billing Resolution Team Lead
2 Years 4 Months- Ensured meticulous organization and accuracy of customer account payment records and plans to facilitate seamless billing processes.
- Conducted thorough research on billing errors, initiating corrective measures to enhance invoicing accuracy and streamline account reconciliation.
- Investigated and resolved customer invoice inquiries and discrepancies, facilitating effective communication to maintain satisfaction and compliance.
- Coordinated efforts with external entities to obtain payments and effectively manage outstanding financial issues.
- Developed and implemented streamlined onboarding procedures for billing team members, ensuring swift integration and reducing errors during vital ramp-up intervals.
Customer Service Representative
3 Months- Processed policy updates, billing inquiries, and claim information while maintaining a high level of accuracy and confidentiality.
- Resolved customer concerns by identifying solutions, coordinating with other departments, and ensuring timely follow-up.
- Maintained detailed records of customer interactions and transactions in the company’s CRM system to support seamless remote service.
Customer Service Representative
3 Months- Responded to customer inquiries regarding health insurance benefits, claims, and eligibility, delivering accurate and timely information.
- Resolved billing, claims, and eligibility discrepancies by investigating issues and coordinating with internal departments for resolution.
- Maintained detailed and accurate records of customer interactions, policy updates, and resolutions in compliance with company policies.
Banking Customer Service Representative
2 Years 9 Months- Assisted clients by providing detailed information on account balances, transaction history, and banking product offerings.
- Executed account maintenance tasks for customers, ensuring accurate updates of personal information, timely payment processing, and seamless online banking access.
- Investigated and resolved customer inquiries about account discrepancies and fraud, ensuring strict confidentiality and compliance with regulatory standards.
- Educated customers on Wells Fargo products, including loans, credit cards, and investment opportunities, to align with their financial needs and achieve sales targets.
- Developed and implemented streamlined onboarding strategies to improve customer experience and reduce verification time for new account holders.
Customer Retention Specialist
1 Year 1 Month- Collaborated with existing customers to explore service options and promotions, proactively addressing concerns to secure account retention.
- Evaluated customer feedback and developed personalized strategies to reduce cancellations and elevate overall satisfaction.
- Managed customer service requests for changes, upgrades, and billing adjustments, prioritizing accuracy and promptness in all transactions.
- Systematically documented customer interactions, service changes, and resolutions in CRM system to facilitate effective communication and follow-up.
- Nurtured client connections, strengthening trust and supporting a favorable brand perception during retention initiatives.
- Conducted analysis of customer feedback to pinpoint improvement opportunities and mitigate customer concerns.
Customer Retention Specialist
2 Years 8 Months- Facilitated timely communication with prospective customers, ensuring a seamless and professional interaction.
- Analyzed customer preferences and introduced innovative discounts to drive retention and engagement with new products.
- Utilized scripted guidelines to systematically manage customer inquiries and provide effective solutions.
- Collected and analyzed data on customer order issues to expedite resolution processes.
- Documented customer interactions meticulously to support compliance and enhance operational continuity.
Education
Bachelor of Science - Criminal Justice
High School Diploma
- Graduated with honors
- National Honor Society Member
- GPA: 3.87 GPA
Skills
Experienced in customer support
Focused listening ability
Strategic issue analysis
Proficient in communication
Skilled in effective sales methods
Extensive familiarity with product features
Mediation skills
Strong focus on accuracy
Responsive to change
Strong team-oriented approach
Team leadership
Links
LinkedIn: www.linkedin.com
Timeline
Fulfillment Associate
Amazon
06.2025 - CurrentRead More
Billing Resolution Team Lead
FOUNDEVER
01.2023 - 05.2025Read More
Customer Service Representative
COMBINED INSURANCE | CONTRACTOR: CHUBB INC.
01.2023 - 04.2023Read More
Customer Service Representative
BLUE CROSS & BLUE SHIELD OF SC | CONTRACTOR: ASTON CARTER
07.2022 - 10.2022Read More
Banking Customer Service Representative
WELLS FARGO
02.2019 - 11.2021Read More
Customer Retention Specialist
SPECTRUM
11.2017 - 12.2018Read More
Customer Retention Specialist
TELEPERFORMANCE
03.2015 - 11.2017Read More
WJ Keenan High School
High School Diploma
Read More
Strayer University
Bachelor of Science from Criminal Justice
Read More