KE'TARA BENTLEY
Florida
Summary
Experienced customer service professional with over 7 years of success providing fast, reliable, and personable support in high-volume, fast-paced environments. Adept at managing diverse customer interactions, resolving challenges with empathy and professionalism, and maintaining a positive service experience. Proficient in CRM systems and shared inbox management, with strong capabilities in troubleshooting common technical issues related to POS systems, mobile devices, and network connectivity. Known for proactive communication, attention to detail, and workflow improvements that enhance team efficiency and customer satisfaction. Committed to fostering lasting relationships through exceptional service and effective problem-solving.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Information Technology Specialist
Amazon
01.2023 - Current
- Monitor and manage a shared program inbox in CRM (Salesforce), efficiently handle 100+ participant and stakeholder inquiries daily, and achieve a 95% first-contact resolution rate to minimize downtime
- Diagnose and repair Wi-Fi devices, mesh networks, modems, and firewall configurations, ensuring reliable connectivity for 100+ associates and boosting team productivity.
- Communicate IT updates and collaborate cross-functionally with teams using tools like Slack and Chime to enhance coordination, escalate complex issues, implement workflow solutions, and proactively resolve requests—streamlining help desk operations and reducing recurring incidents.
Delivery Station Associate
Amazon
01.2022 - 01.2024
- Improved order accuracy by 96% by providing expert troubleshooting and support for WMS-connected devices and wireless systems, facilitating on-time delivery for 40,000+ orders daily
- Reduced repetitive technical incidents by 15% through clear documentation practices and lead process improvements within the team environment
- Documented and escalated participant issues using CRM ticketing while delivering end-user support for internal routers and mobile devices, maintaining high performance in a fast-paced environment; collaborating with cross-functional teams to resolve urgent requests, support large-scale operational goals, and enhance customer satisfaction.
Team Member
AMC Theatre
01.2022 - 01.2022
- Delivered fast, friendly service to over 300 customers per shift, maintaining high satisfaction scores through personalized greetings and efficient order processing, which contributed to repeat business and positive guest feedback.
- Managed cash register transactions and inventory control with 100% accuracy, reducing waiting times during peak hours by 20%, thereby enhancing overall concession stand efficiency and customer experience.
- Collaborated with the team to uphold cleanliness and safety standards in high-traffic areas, supporting a welcoming environment that helped increase attendance rates and customer retention by improving the theatre’s reputation.
Crew Member
Dominos
01.2021 - 01.2021
- Supported POS and mobile ordering systems, maintaining customer retention rates above 90% in a high-volume environment.
- Trained new staff in technical troubleshooting, improving issue resolution speed and customer experience.
- Maintained rigorous quality control and compliance with company service protocols, reduced order errors by 12% and enhancing overall operational efficiency in a fast-paced customer care atmosphere.
Fulfillment Center Associate
Amazon
01.2019 - 01.2020
- Supported IT workflow by identifying and resolving network and device issues, reducing operational downtime by 12%.
- Ensured quality assurance through proactive inventory system checks in a high-volume environment.
- Worked collaboratively to streamline fulfillment processes, increasing team efficiency by 10%.
Team Member
Jimmy Johns
01.2018 - 01.2018
- Efficiently prepared and assembled an average of 100+ sandwiches per shift, ensuring product consistency and presentation quality that contributed to high customer satisfaction and repeat orders.
- Handled cash register operations with 99.9% accuracy during busy hours, processing transactions quickly to reduce customer wait times and maintain smooth front-of-house flow.
- Supported daily store prep and cleanliness initiatives, reducing setup and closing times by 15%, which helped maintain health and safety standards and ensured readiness for peak business hours.
Team Member
Whataburger
01.2018 - 01.2018
- Delivered exceptional customer service and communication, maintaining a 99% customer satisfaction rate.
- Championed the integration of a new POS system by creating documentation and training guides; reduced transaction errors by 15% within the first month.
- Oversaw front counter operations, triaging customer issues and ensuring compliance with service standards.
Education
Master’s degree - Information
Florida State University
05-2027
Bachelor’s degree - Interdisciplinary Social Science
Florida State University
12-2021
High School Diploma -
William Marion Raines
05-2017
Skills
- CRM
- Active Directory
- Windows Workstation
- Microsoft Office Suite
- Google Suite
- POS systems
- Troubleshooting
- Workstation optimization
- Customer service
- Customer relations
- Computer proficiency
- Documentation
Certification
- IT Support Specialist Program | Florida State College at Jacksonville Dec 2026
- Help Desk for Beginners | LinkedIn May 2025
- IT Service Desk: Customer Service Fundamentals | LinkedIn May 2025
- Information Technology Infrastructure Program | Correlation One May 2024
- Introduction to Python Programming for Data Science | Dataquest.io Nov 2023
- AWS Cloud Practitioner Essentials | Amazon Oct 2023
Timeline
Information Technology Specialist
Amazon
01.2023 - Current
Delivery Station Associate
Amazon
01.2022 - 01.2024
Team Member
AMC Theatre
01.2022 - 01.2022
Crew Member
Dominos
01.2021 - 01.2021
Fulfillment Center Associate
Amazon
01.2019 - 01.2020
Team Member
Jimmy Johns
01.2018 - 01.2018
Team Member
Whataburger
01.2018 - 01.2018
Master’s degree - Information
Florida State University
Bachelor’s degree - Interdisciplinary Social Science
Florida State University
High School Diploma -
William Marion Raines