KESHONNA Kinley
Los Angeles,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
12
12
years of professional experience
Work History
Customer Service Associate
Allied Universal Security Services
LOS ANGELES, United States
01.2022 - Current
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer calls and emails to answer questions about products and services.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
Dispatcher
Aliied Universal
City of Los Angeles, CA
09.2021 - Current
- Maintained updated and detailed records of calls in physical and electronic database.
- Directed investigations to verify and resolve customer or shipper complaints.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
- Processed orders, ran bulk pick sheets, processed and printed invoices and created daily shipping logs.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
Post Commander
Allied Nationwide Security
Van Nuys, CA
08.2020 - 11.2021
- Wrote detailed reports outlining routine activities and notable incidents.
- Conducted foot patrols, checked access points and reviewed feeds to maintain current knowledge of facility and grounds operations.
- Set weekly schedules to maintain optimal coverage.
- Promoted safe fire support operations and airfield ground support coordination through effective team management skills.
- Interacted closely with medical personnel to organize staging areas for patients and casualties in combat areas.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Security Guard Officer
American Guards Security
Gardena, CA
05.2017 - 02.2019
- Monitored employee activities, confirming compliance with security regulations.
- Secured personal and company goods against robbery, vandalism and illegal entry.
- Oversaw daily monitoring and patrolled buildings, grounds and work sites.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
Building and Grounds Worker
LAUSD Los Angeles Unified School District
City of Los Angeles, CA
04.2013 - 11.2016
- Planted bulbs, trees, bushes and flowers for residential and commercial clients.
- Installed underground sprinkler systems to provide grass and gardens with adequate water supply.
- Worked with customers to develop designer landscaping plans for various budgets.
- Cultivated soil and added fertilizer, compost and amendments.
- Monitored weekly and daily scheduled tasks to achieve desired workflow speed.
- Completed timesheets and project reports on time to maintain client files for future reference.
- Developed lasting customer relationships and grew network over time.
Education
No Degree - Business Management
El Camino College
Torrance, CASkills
- Inbound and Outbound Calling
- Invoicing
- Guest Services
- Cleaning
- Customer Complaint Resolution
- POS systems expert
- Service standard compliance
- Route dispatch
- Problem solving
- Report writing
- Data analysis
Timeline
Customer Service Associate
Allied Universal Security Services
01.2022 - Current
Dispatcher
Aliied Universal
09.2021 - Current
Post Commander
Allied Nationwide Security
08.2020 - 11.2021
Security Guard Officer
American Guards Security
05.2017 - 02.2019
Building and Grounds Worker
LAUSD Los Angeles Unified School District
04.2013 - 11.2016
No Degree - Business Management
El Camino College