Keren Nelson

KEREN NELSON

Humble, TX 77346

keren.nelson@icloud.com • +1 (854) 902-0108

Customer Support | Customer Service | Client Relations Professional

PROFESSIONAL SUMMARY

Customer-focused professional with experience assisting individuals, resolving concerns, maintaining accurate records, and providing clear solutions in fast-paced environments. Strong background in communication, active listening, documentation, and service support with the ability to remain calm under pressure and deliver positive customer experiences.

CORE QUALIFICATIONS

Customer Support & Service • Active Listening • Problem Solving • Issue Resolution • Conflict Resolution • Communication Skills • Customer Record Maintenance • Documentation • Data Entry • Attention to Detail • De-escalation • Relationship Building • Service Recommendations • Multitasking • Time Management • Customer Satisfaction

TECHNICAL SKILLS

Data Entry • Documentation • Recordkeeping • Point-of-Sale (POS) Systems • Handheld Devices • Surveillance Equipment • Phone Communication • Microsoft Office • Google Workspace • Reporting Support • Customer Information Systems

PROFESSIONAL EXPERIENCE

Transportation Security Officer (TSO)

U.S. Department of Homeland Security — Humble, TX

January 2021 – Present

• Assist travelers with questions, screening procedures, and service-related concerns in a high-volume environment
• Communicate policies, procedures, and next steps clearly to ensure understanding and reduce confusion
• Identify and address issues efficiently while maintaining professionalism, accuracy, and safety standards
• Maintain detailed and accurate documentation while following strict compliance and reporting procedures
• Remain calm and solution-oriented when handling escalated or high-stress interactions
• Support a positive customer experience while balancing operational efficiency and security requirements

Security Officer

G4S

April 2019 – January 2023

• Secured premises and personnel by patrolling property, monitoring surveillance systems, and controlling access points
• Responded to incidents, reported irregularities, and enforced policies and procedures with professionalism
• Maintained accurate incident reports and detailed observations for documentation and follow-up purposes
• Assisted visitors and staff by answering questions, giving directions, and resolving concerns calmly and efficiently
• Used strong judgment and attention to detail to prevent loss, maintain safety, and support daily operations
• Handled sensitive situations professionally while remaining calm under pressure

Human Service Assistant

Coastal Center — Summerville, SC

December 2013 – December 2016

• Provided direct support and care while maintaining accurate observations and documentation of patient behavior and needs
• Assisted individuals with daily living activities including grooming, dressing, meal preparation, and mobility support
• Communicated effectively with patients, families, and team members to ensure quality care and service
• Monitored patient conditions and reported concerns promptly with professionalism and attention to detail
• Provided guidance and support tailored to individual needs to improve comfort and daily functioning
• Demonstrated empathy, patience, and reliability in a service-focused environment

Cashier / Customer Service Associate

Walmart — Summerville, SC

March 2013 – December 2014

• Assisted customers with purchases, questions, and concerns while providing friendly and efficient service
• Resolved customer complaints professionally and helped identify appropriate solutions
• Processed cash and card transactions accurately while maintaining strong attention to detail
• Answered phones and directed customer inquiries to the appropriate department or service area
• Supported store operations through restocking, inventory support, and maintaining organized work areas
• Helped create a positive customer experience by responding to needs promptly and professionally

Teacher

123 Stepping Stone — Brooklyn, NY

September 2011 – June 2012

• Provided attentive care and supervision for children ranging from infancy to age 13
• Communicated effectively with staff, parents, and children to support a safe and positive environment
• Assisted with daily routines including reading time, activities, diaper changes, potty training, and classroom organization
• Maintained a clean, safe, and structured environment for learning and development
• Built strong relationships through patience, adaptability, and supportive communication
• Helped address parent concerns and provided updates regarding children’s daily activities and care

EDUCATION

Adult Education / GED

High School Equivalent

ADDITIONAL SKILLS

Interpersonal Skills • Customer Relations • Childcare • Special Needs Support • Classroom Management • Tutoring • Security Operations • Surveillance • Manual Dexterity • Infant Care • Toddler Care • Outdoor Work • Analytics

CERTIFICATIONS & LICENSES

• Guard Card
• Class D Security License
• Driver’s License