Keyonda Harper
Athens,GA
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.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Southwest Airlines
11.2022 - Current
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Service Representative
Internal Revenue Service, IRS
01.2022 - 06.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Analyze, research, and evaluate records
- Conducts independent examinations, reviews, and related financial investigations of cases.
- Correct amended taxes
Barista Shift Supervisor
Bon Appetit Management
08.2015 - 01.2023
- Collaborated with cafe management to design and implement promotional strategies for cafe items.
- Served consistent portions following recipes and control standards.
- Maintained accurate inventory counts to meet customer demands and sustain operations.
- Tracked kitchen performance metrics to monitor progress and identify areas for improvement.
Customer Service Representative
Division Of Family And Children Services
09.2019 - 04.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Investigated and resolved customer inquiries and complaints quickly.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Barista Trainer
Aramark
08.2011 - 05.2015
- Provided ongoing feedback to trainees on their progress, offering constructive criticism when necessary while celebrating achievements regularly.
- Explained beverage preparation and offered samples to help customers choose ideal items.
- Learned new drinks and procedures first, and instructed all team members on how to properly complete each.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
Education
High School Diploma -
George W Carver High School
Atlanta, GA05.2006
Skills
- Document and Records Management
- Microsoft Excel
- Documentation
- Project management abilities
Timeline
Customer Service Representative
Southwest Airlines
11.2022 - Current
Customer Service Representative
Internal Revenue Service, IRS
01.2022 - 06.2023
Customer Service Representative
Division Of Family And Children Services
09.2019 - 04.2021
Barista Shift Supervisor
Bon Appetit Management
08.2015 - 01.2023
Barista Trainer
Aramark
08.2011 - 05.2015
High School Diploma -
George W Carver High School
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