Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Keri O'Donnell

Columbus,OH

Summary

Dynamic professional with a proven track record of excelling in customer service and critical thinking. Recognized for enhancing customer loyalty through effective problem-solving and attention to detail. A collaborative team player committed to continuous improvement and adept at managing high-stress situations while delivering superior service.

Overview

11
11
years of professional experience

Work History

Onboarding Champion III-PACT

Verizon
04.2020 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

SME-PACT

Verizon
07.2022 - 08.2024
  • Promoted critical thinking by designing challenging assignments that required leaners to analyze and synthesize information.
  • Implemented differentiated instruction techniques to accommodate various learning styles and abilities within the classroom.
  • Evaluated student progress regularly, providing timely feedback for continuous improvement.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Technical Support-Customer Service

Verizon
03.2015 - 04.2018
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Paid attention to detail while completing assignments.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Learned and adapted quickly to new technology and software applications.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked well in a team setting, providing support and guidance.

Customer Service Representative

Verizon
10.2014 - 03.2015
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Education

Bachelor of Arts - History

The Ohio State University
Columbus, OH
12-2013

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Attention to detail
  • Multitasking
  • Critical thinking
  • Organizational skills

Interests

  • Genealogy
  • Historical Exploration
  • Reading
  • Gardening

Timeline

SME-PACT

Verizon
07.2022 - 08.2024

Onboarding Champion III-PACT

Verizon
04.2020 - Current

Technical Support-Customer Service

Verizon
03.2015 - 04.2018

Customer Service Representative

Verizon
10.2014 - 03.2015

Bachelor of Arts - History

The Ohio State University

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