Keondra Jackson
Leesburg,GA
Summary
Highly-motivated and committed professional with 7+ years of experience in remote customer-facing positions, facilitating sales, delivering service training, as well as providing team-based sales support. Providing versatile Technical Support and offering clients easy-to-understand guidance and actionable advice. Continuously impact all customer interactions and engineering efforts for supported product with a high degree of accuracy. Along with, demonstrating the ability to foster virtual team performance and positive customer relationships to achieve company goals.
Overview
7
7
years of professional experience
Work History
Technical Support Representative
Alorica
- Used basic computer skills to key customer names, addresses, statistical information, or other data.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Analyze, evaluate, improve, and document processes and workflows. Identify and take advantage of opportunities for process automation and simplification.
- Working ticket queues in Service Now and reporting SLAs.
Remote/Hybrid Educational Instructor
Lee County School District
07.2019 - Current
- Created and developed detailed lesson plans to meet students' academic needs.
- Improved students' analytical skills by introducing state-of-the-art computer program technologies.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
Accounting Analyst
Neighborhood Walmart
10.2019 - 10.2022
- Entered numerical data into databases with speed and accuracy using 10-key pad and Microsoft Office Suite.
- Researched billing and invoice problems and resolved issues in compliance with established standards.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Prepared quarterly balance sheet reconciliations to obtain accurate picture of organization's financial situation.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
Lead Customer Service Specialist
Neighborhood Walmart
08.2017 - 10.2022
- Managed a team of 4-6 within a 6-8 hour interval shift.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Addressed various internal and external customer questions and concerns regarding shipments, billing, status, services, carriers and needs.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
Education
Bachelor Of Arts - Communications
Albany State University
Associates Of Science - Communications
Albany State University
High School Diploma -
Albany High school
05-2015
Skills
- Complaint Resolutions
- Data entry expertise
- Inbound and Outbound Calling
- Proficient in Microsoft Office/ Google suite
- Customer relationship management
- Schedule management
- Fraud detection and prevention
- POS systems expert
- Word processing
- WPM typing speed 42
- Statistical Analysis
- Risk Management
Timeline
Accounting Analyst
Neighborhood Walmart
10.2019 - 10.2022
Remote/Hybrid Educational Instructor
Lee County School District
07.2019 - Current
Lead Customer Service Specialist
Neighborhood Walmart
08.2017 - 10.2022
Technical Support Representative
Alorica
Bachelor Of Arts - Communications
Albany State University
Associates Of Science - Communications
Albany State University
High School Diploma -
Albany High school
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