Khadeejah Reese
Orlando
Summary
Customer-centric professional with 12+ years of experience in customer experience and support roles. Adept at building strong client relationships and ensuring exceptional satisfaction through clear communication and proactive problem-solving. Known for identifying customer pain points and implementing tailored solutions. Seeking to leverage expertise to drive customer loyalty and enhance user experiences in a dynamic, people-first organization.
Overview
13
13
years of professional experience
Work History
Logistics & Recovery Specialist
Roadie
01.2025 - Current
- Managed operational queues (VIP Dashboard, Misdelivery, Fraud, and COP Requests) to maintain service standards.
- Handled real-time driver communication via SMS/email; resolved delivery-related issues.
- Collaborated with CX teams (Customer Support, Trust & Safety) to investigate and resolve delivery incidents.
- Recovered misdeliveries through coordinated outreach with drivers, recipients, and senders.
- Maintained detailed records in the Issues Tracker for ongoing case management and resolution.
- Identified trends for escalation and improvement opportunities for internal teams (Product, Engineering).
Customer Support Specialist
Roadie
03.2024 - 01.2025
- Provided multi-channel support (phone, email, text) to customers, users, and partners.
- Actively listened to resolve concerns with professionalism and empathy.
- Monitored deliveries in real time, taking the initiative to prevent and address delivery issues.
- Navigated Salesforce and internal systems to log cases, track resolutions, and coordinate across departments.
Senior Quality Assurance Specialist
Avocado Green Brands
01.2022 - 02.2024
- Established comprehensive Quality Assurance program, including hiring, training, and defining QA workflows.
- Researched and implemented QA platform to evaluate agent interactions, enhancing performance visibility.
- Managed daily QA operations across voice, chat, and email support channels for consistency.
- Collaborated with Training and Support leadership to align QA insights with coaching strategies.
Customer Experience Specialist
Avocado Green Brands
01.2020 - 01.2022
- Delivered product and order-related support across email, chat, and phone.
- Maintained a 95% satisfaction rating by providing prompt, accurate responses.
- Leveraged CRM tools to document interactions, and ensure efficient case follow-up.
Member Support Specialist
LiveSmart Solutions
12.2016 - 01.2020
- Supported clients through various communication platforms with a focus on technical and service-related issues.
- Reduced customer escalations by 25% and contributed to sales funnel success.
- Collaborated cross-functionally and utilized Salesforce to manage interactions and solutions.
Senior Technical Advisor
Kelly Services (Apple Inc.)
01.2013 - 03.2015
- Handled up to 80 inbound calls daily, providing troubleshooting for Apple/Windows products.
- Worked closely with engineers to resolve technical challenges and improve user experience.
- Conducted account security procedures and processed refunds/appeasements with accuracy.
Provider Relations Associate
ACS
06.2012 - 12.2013
- Managed provider calls related to claims, payments, and benefits with a 95% accuracy rate.
- Delivered timely information, cutting average response times by 20%.
- Applied healthcare industry knowledge to ensure informed decision-making.
Education
Bachelor of Science - Business
University of Phoenix
01.2026
High School Diploma -
Lincoln High School
01.2012
Skills
- Customer Support Tools: Salesforce, Zendesk, Intercom, Zoom
- Communication & Collaboration: Slack, Microsoft Teams, G Suite, Microsoft Office
- Core Competencies: Problem Solving, Strong Communication, Multitasking, Adaptability, Attention to Detail, Technical Support
- Platforms: Excel, CRM Systems
- Client relationship management
Timeline
Logistics & Recovery Specialist
Roadie
01.2025 - Current
Customer Support Specialist
Roadie
03.2024 - 01.2025
Senior Quality Assurance Specialist
Avocado Green Brands
01.2022 - 02.2024
Customer Experience Specialist
Avocado Green Brands
01.2020 - 01.2022
Member Support Specialist
LiveSmart Solutions
12.2016 - 01.2020
Senior Technical Advisor
Kelly Services (Apple Inc.)
01.2013 - 03.2015
Provider Relations Associate
ACS
06.2012 - 12.2013
Bachelor of Science - Business
University of Phoenix
High School Diploma -
Lincoln High School