Keva M. Jones
Baltimore,Maryland
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. My career consist of being employed as an Office Manager, Front Desk Assistant Manager, Customer Service Specialist and Night Auditor Clerk with 25 years of relevant experience.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
XPO Logistics
01.2021 - 01.2022
- Scanned the bill of lading, properly filed the Bill of Lading, answered multi-phone lines, responded to current and future customers’ emails in a timely manner, searched the loading docks for any lost, over, short and/or damaged packages and freight, effectively resolved any customers’ complaints or issues and efficiently answered inquiries.
Night Auditor/Front Desk Agent
Country Inn & Suites by Radisson
01.2021 - 01.2021
- Properly processed any credit card payment discrepancies
- Compared, counted and calculated the closing revenue for that day’s total for the rooms
- Completed work using Microsoft Office, Excel and the Opera System Platform
- Received inbound calls from multiple phone lines
- Working simultaneously with check-ins from previously made reservations from guests
- Responded to guests' emails for reservations as well as guests walk-ins
- Completed checkouts and handled group accounts room assignments.
Office Manager / Accounting Clerk
Al and Sons Cleaning Services LLC
01.2006 - 01.2020
- Assisted with accounts payable, accounts receivable and payroll
- Processed credit card payments, updated accounts, and alerted customers if there were any issues with the payment
- Completed the clients' contracts and balanced their accounts; Proofread all documents; Clearly and precisely explained any answers to clients' questions
- Completed all the essential office duties for all clients
- Answered phone calls; made calls to clients and for deliveries of supplies etc
- Created weekly employees' work schedules.
Front Desk Assistant Manager
Mount Vernon Hotel
01.2001 - 01.2006
- Specifically worked with the Sales Department with all group accounts Processed credit card payments for customers
- Very politely greeted all guests; Checked in and out guests
- Preassigned all VIP guests' rooms; Blocked all rooms for group arrivals
- Attended to the needs of guests; Performed responsibilities of a Concierge; (answered inquiries and questions arranged any transportation, suggested entertainment and recommended some of the attractions, etc.) Attended weekly managers meetings; Created an awesome place of warmth and welcome with great quality of 100% customer service.
Education
Microsoft Excel I and Microsoft II Certificates -
Hagerstown Community College
Hagerstown, MD11.2023
No Degree -
Anne Arundel Community College
Arnold, MD08.2008
Skills
- Credit Card Payment Processing
- Customer Service
- Multi-line Phone Systems
- Bookkeeping
- Appointment Scheduling
- Paperwork Processing
- Complaint resolution
- Data Entry
- Filing
- Professional telephone demeanor
- Order Processing
- Customer Relations
Timeline
Customer Service Representative
XPO Logistics
01.2021 - 01.2022
Night Auditor/Front Desk Agent
Country Inn & Suites by Radisson
01.2021 - 01.2021
Office Manager / Accounting Clerk
Al and Sons Cleaning Services LLC
01.2006 - 01.2020
Front Desk Assistant Manager
Mount Vernon Hotel
01.2001 - 01.2006
Microsoft Excel I and Microsoft II Certificates -
Hagerstown Community College
No Degree -
Anne Arundel Community College
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