Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Keonna Lowery

Woodhaven

Summary

Results-driven operations and account management professional with 10+ years of experience in customer service, team leadership, and digital advertising optimization. Skilled in developing client relationships, driving operational excellence, and delivering measurable ROl through strategic solutions.

Adept at managing cross-functional teams, resolving complex issues, and streamlining processes to exceed business goals.

Overview

2026
2026
years of professional experience
1
1
Certification

Work History

Operations Manager

Joyful Koney Island
2019 - Current
  • Oversaw daily restaurant operations, including staff scheduling, inventory control, and vendor management.
  • Increased operational efficiency by implementing new inventory tracking to reduce waste.
  • LED and train a team of 10+ employees, improving customer service satisfaction.
  • Improved employee retention by creating staff development and incentive programs.
  • Developed cost saving initiatives that lowered annually overhead.

Senior Account Process executive

Cognizant Technology Solutions, CTS
2018 - 2019
  • Optimized advertising accounts for performance, driving measurable ROl for diverse clients.
  • Delivered strategic consultations to advertisers and marketing agencies, building long-term relationships.
  • Delivered strategic consultation to advertisers and marketing agencies, building long-term relationships.
  • Troubleshot complex campaign issues including billing, account suspensions, and policy violations.
  • Participated in special incubation projects to test new methods for client growth.
  • Consistently exceeded KPI and performance metrics while managing high-volume workflows.

Customer Care Representative

Concentrix
2017 - 2018
  • Handled inbound and outbound calls for automotive clients regarding recalls and reimbursements.
  • Resolved technical and software-related customer issues, improving first-call resolution rates.
  • Increased customer loyalty by implementing proactive follow-up processes.
  • Maintained accurate records and exceeded customer satisfaction targets.

Customer Service Agent

Advanced call center technologies
2014 - 2017
  • Provided advanced technical support for digital phone, cable, and internet services.
  • Increased revenue by upselling security and cable packages to eligible customers.
  • Managed high call volume while maintaining quality service standards.
  • Processed billing inquiries and resolved customer disputes efficiently.

Education

BBA - Marketing

Eastern Michigan University
Ypsilanti, MI

Skills

  • Google Ads, Analytics, Merchant Center
  • Operations & Process Optimization
  • Strategic Account Management
  • Customer Service & Client Retention
  • Team Leadership & Training
  • Data Analysis & Insights
  • Conflict Resolution & Problem-Solving
  • Microsoft Word, Excel, PowerPoint

Certification

  • Google Ads Certified
  • Google Analytics Certified
  • Google Merchant Center
  • Servsafe
  • CRM

Timeline

Operations Manager

Joyful Koney Island
2019 - Current

Senior Account Process executive

Cognizant Technology Solutions, CTS
2018 - 2019

Customer Care Representative

Concentrix
2017 - 2018

Customer Service Agent

Advanced call center technologies
2014 - 2017

BBA - Marketing

Eastern Michigan University

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Keonna Lowery