Proficient in customer service with a track record of ensuring high levels of customer satisfaction. Expertise in relating to diverse individuals and identifying needs through effective communication. Team-oriented professional who actively contributes to organizational success. Strong focus on personal and business goal achievement.
Hi, I’m
Keren Charleston
Winter Haven,USA
Summary
Overview
17
years of professional experience
1
Certification
Work History
UberEATS
Delivery Driver
03.2025 - Current
Job overview
- Achieved 99% on-time delivery rate while maintaining satisfaction rating of 94%. Optimized daily routes to enhance delivery efficiency and reduce mileage. Addressed customer inquiries and resolved concerns to ensure high-quality service. Authorized delivery of special orders, including alcohol, large insulated orders, and Shop & Deliver requests.
Walgreens Distribution Center
Fulfillment Specialist
06.2024 - 10.2024
Job overview
- Processed Centralized Services Pharmacy Fulfillment Center orders for customer delivery promptly. Executed scanning, picking, packing, auditing, and shipment of prescriptions with precision. Utilized RF scanning to maintain strict inventory tracking of all items. Entered verified orders into the inventory management system effectively. Managed a clean workspace to promote safety and organizational efficiency. Adhered to management's quality standards consistently.
Driveline Retail Merchandising
Retail Merchandiser
06.2023 - 04.2024
Job overview
- Led merchandising resets across stores, partnering with coworkers and managers to adhere to timelines. Adjusted product placements and ensured shelf organization for improved visibility. Maintained cleanliness by removing damaged merchandise and arranging displays per planogram standards. Utilized scanners for effective inventory management, restocking shelves as needed. Prompted management for reorders when stock levels decreased to maintain availability. Regularly updated pricing tags to correspond with promotional events accurately. Organized store shelves systematically to create an inviting shopping environment. Collaborated effectively with teams for timely completion of merchandising projects.
Swissport
Passenger Service Agent
11.2023 - 12.2023
Job overview
- Delivered comprehensive passenger services, including reservations, ticketing, and baggage processing. Inspected and verified passenger documentation to ensure compliance with regulations. Issued boarding passes and facilitated rescheduling for passengers affected by flight disruptions. Managed passenger baggage processing, including handling and applicable fee calculations. Operated jet way and conducted terminal/gate check-in for smooth boarding experiences. Provided special assistance for VIP passengers, ensuring high-quality service delivery. Addressed customer complaints promptly to enhance overall satisfaction. Executed additional duties as assigned to support operational efficiency.
Wendy's
Crew Member
02.2022 - 09.2022
Job overview
- Excelled in delivering customer service during peak periods while upholding store standards.
- Acquired proficiency across all kitchen roles to enhance adaptability.
- Collaborated with management on recruitment and onboarding, providing policy training to new hires.
- Ensured store readiness for rush hours via thorough cleaning protocols. - Conducted cash register transactions with precision.
- Built supportive coworker relationships, contributing to a harmonious workplace.
- Managed online order receipt and routing efficiently.
TransCore
Service Desk Technician
03.2020 - 01.2022
Job overview
- Received and documented incident and request management reports promptly.
- Monitored systems for equipment failures and performance errors.
- Conducted initial Level 1 triage, resolving issues or escalating to Tier 2 as necessary.
- Dispatched field technicians based on designated routes and driver locations.
- Provided desktop support and assistance with Microsoft Office products.
- Executed both passive and active network monitoring, initiating appropriate responses.
- Maintained clear documentation of client communications and service requests.
Ellucian
Technical Support Representative
12.2019 - 02.2020
Job overview
- Delivered technical support via Help Desk for colleges and universities.
- Documented detailed profiles for each caller, including issues, troubleshooting steps, and resolutions in Salesforce.
- Educated users on portal and learning management system navigation.
- Assisted callers with login procedures and password or PIN resets as required.
Charter Communications (Spectrum)
Technical Support Representative
03.2019 - 10.2019
Job overview
- Resolved internet and voice service technical issues effectively.
- Performed diagnostic testing and consulted knowledge management applications for equipment repairs.
- Informed customers about available services, advising on potential upgrades.
- Consistently achieved 100% satisfaction ratings on surveys while fulfilling performance standards.
- Managed high levels of call flow and responded to technical support needs.
AAA Auto Club Enterprises
Emergency Road Service Representative
11.2017 - 03.2018
Job overview
- Delivered emergency roadside assistance for Hertz Car Rental at high-volume call center.
- Utilized various systems and resources to make rapid decisions in urgent situations.
- Coordinated with local Hertz offices and third-party providers to dispatch assistance efficiently.
- Resolved customer inquiries and concerns related to rented vehicles promptly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
24-7 Intouch
Customer Service Representative
05.2016 - 11.2017
Job overview
- Delivered email and voice support to drivers, passengers, and prospective clients.
- Cross-trained in email and voice support using Windows-based systems.
- Maintained high standards of customer support through regular updates to policies and procedures.
- Contributed to First Contact Resolution Analysis team project.
- Recognized as Agent of the Month (March 2017) for exceptional teamwork and statistical improvement.
- Exhibited high energy and professionalism when dealing with clients and staff.
Areas USA
Barista/Cashier
09.2015 - 05.2016
Job overview
- Used the G.U.E.S.T Approach (Greet, Understand, Explain, Suggest, and Thank) to provide world-class customer service.
- Received recognition for excellent customer service ten times within the last four months based on 100% customer service surveys.
- Responsible for cash handling, food preparation, stocking merchandise, inventory and maintaining store cleanliness.
U.S. Census Bureau
Enumerator
04.2010 - 07.2010
Job overview
- Planned work by reviewing assignment area to determine organization of neighborhoods and located households for conducting interviews.
- Conducted interviews with residents in assigned areas by following stringent guidelines and confidentiality laws.
- Explained the purpose of the census interview, answered residents' questions, elicited information by following a script, and recorded census data on forms.
Fanueil, Inc
Customer Service Representative
02.2009 - 09.2009
Job overview
- Provided proficient and effective service to customers and prospects in all patron based services derived from a variety of inquiries.
- Understood customer needs, determined what actions to take and executed actions in a timely manner.
- Assisted customers in a high volume in-bound call center, using a Window-based system.
- Displayed troubleshooting and problem-solving skills.
Education
Polk State CollegeWinter Haven, FL
Associate of Arts from Business Administration
University Overview
- Relevant Coursework: ACG 2021 Principles of Financial Accounting
Ocoee High SchoolOcoee, FL
High School Diploma
05.2007
University Overview
Skills
- Attention to detail
- Data entry
- Active Directory management
- Microsoft Office proficiency
- iOS expertise
- Computer networking
- Customer care
- Technical support
- Help desk operations- software troubleshooting
- Customer service excellence
- Windows administration
- Remote access solutions
- Administrative assistance
- Call center operations
- Delivery and route management
- Shipping and packaging coordination
- Multitasking and organization skills
- Punctuality and reliability
- Written and verbal communication skills
- Record keeping accuracy
- Complex problem-solving abilities
- Order processing efficiency
- Local delivery logistics
- Positive attitude maintenance
- Order shopping coordination
- Excel proficiency
- Journal entry management
- GAAP compliance
- Balance sheet preparation
- General ledger accounting
- Team collaboration
- Cash flow analysis
- Adaptability
- Organizational skills
- Problem-solving aptitude
- Month-end closing procedures
Certification
- Microsoft Office Specialist, 2025-06-01, Present
- Intermediate Badge Microsoft Excel, Calculate and transform data with functions and formulas, Manage worksheets and workbooks, Perform logical operations in formulas, Create and modify PivotCharts, Configure content for collaboration, Create and run macros
Personal Information
Personal Information
- Willing To Relocate: Within Central Florida
- Authorized To Work: Authorized to work in the US for any employer
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Languages
Haitian-Creole
Native or Bilingual
Software
Microsoft Office Suites
Timeline
Delivery Driver
UberEATS
03.2025 - Current
Fulfillment Specialist
Walgreens Distribution Center
06.2024 - 10.2024
Passenger Service Agent
Swissport
11.2023 - 12.2023
Retail Merchandiser
Driveline Retail Merchandising
06.2023 - 04.2024
Crew Member
Wendy's
02.2022 - 09.2022
Service Desk Technician
TransCore
03.2020 - 01.2022
Technical Support Representative
Ellucian
12.2019 - 02.2020
Technical Support Representative
Charter Communications (Spectrum)
03.2019 - 10.2019
Emergency Road Service Representative
AAA Auto Club Enterprises
11.2017 - 03.2018
Customer Service Representative
24-7 Intouch
05.2016 - 11.2017
Barista/Cashier
Areas USA
09.2015 - 05.2016
Enumerator
U.S. Census Bureau
04.2010 - 07.2010
Customer Service Representative
Fanueil, Inc
02.2009 - 09.2009
Ocoee High School
High School Diploma
Polk State College
Associate of Arts from Business Administration