Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Keonna White

Keonna White

Winston-Salem,NC

Summary

Versatile professional with 7 years of experience in travel coordination, management, and administrative support in a correctional environment. Proven track record in delivering exceptional customer service while handling itinerary planning, team leadership, and security protocols. Skilled in communication, problem-solving, and maintaining confidentiality under pressure, dedicated to fostering positive client relationships and ensuring efficient operations.

Overview

6
6
years of professional experience
2
2
years of post-secondary education

Work History

Customer Experience Manager

Percepta
03.2023 - Current
  • Lead and mentor a team of customer experience representatives, fostering a culture of excellence and continuous improvement.
  • Handle escalated customer issues and ensure resolutions are achieved promptly.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Handle escalated customer issues and ensure resolutions are achieved promptly.

Correctional Officer

Texas Department Of Criminal Justice
06.2021 - 02.2023
  • Supervise and monitor inmate behavior, ensuring compliance with facility rules and regulations.
  • Collaborate with law enforcement, medical staff, and other professionals to ensure inmate well-being and facility security.
  • Answer phones and direct calls to the appropriate personnel, handling inquiries and providing information as needed.
  • Provide administrative support, including filing, data entry, and record-keeping.
  • Coordinate scheduling for inmate visits and maintain a clean and organized reception area.


Travel Agent Assistant

American Express
09.2018 - 05.2021
  • Assist clients in planning, booking, and managing travel itineraries, including flights, accommodations, car rentals, and activities.
  • Handle customer inquiries and resolve any issues related to travel arrangements promptly and professionally.
  • Utilize booking systems and travel technology to make reservations and manage client accounts efficiently.
  • Maintain up-to-date knowledge of travel industry trends, airline policies, and promotional offers.
  • Collaborate with other team members to ensure a high level of service and client satisfaction.

Education

Lake Michigan Collage, Benton Harbor, MI
08.2018 - 05.2020

GED -

Benton Harbor High School, Benton Harbor
06.2018
  • 3.7
  • Ranked in Top 7 of class.

Skills

    Cross-Functional Collaboration

    Voice of Customer Analysis

    Customer Empathy

    Data Analytics

    CRM software proficiency

    De-Escalation Techniques

    Airline regulations

    Reservation Systems

    Appointment Setting

    Reception Management

Accomplishments

  • Resolved product issue through consumer testing.

Languages

English
Native or Bilingual

Timeline

Customer Experience Manager - Percepta
03.2023 - Current
Correctional Officer - Texas Department Of Criminal Justice
06.2021 - 02.2023
Travel Agent Assistant - American Express
09.2018 - 05.2021
Lake Michigan Collage - ,
08.2018 - 05.2020
Benton Harbor High School - GED,

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Keonna White