Khourtnei S. Ogburn
Warner Robins,GA
Summary
Recruiting and customer service leader with a background in high-volume hiring, candidate screening, onboarding, and escalation support. Leads teams, maintains accurate candidate records, and supports customer satisfaction through coaching, workflow updates, and timely issue resolution.
Overview
14
14
years of professional experience
Work History
Recruiter/Expert CSR(Remote)
TeleDirect Call Centers
01.2026 - Current
- Reviewed 150-250 applicant files weekly for entry-level CSR roles, streamlining high-volume remote hiring processes.
- Completed candidate screening interviews and prepared hiring notes for recruiter review.
- Maintained accurate recruitment records and candidate status updates.
- Resolved escalated customer disputes promptly, fostering strong relationships and customer satisfaction.
- Established rapport with customers, managers, and team members to create a supportive and collaborative work environment.
Team Lead
Eagle Resource Group
Marietta, GA
11.2020 - 12.2025
- Led and coached a team of 10 representatives to achieve quality and customer satisfaction targets.
- Improved customer satisfaction by 15% through coaching support and QA process updates.
- Streamlined escalation steps, enabling quicker issue resolution and enhancing team communication.
- Trained new staff on site procedures and safety standards to ensure compliance and operational readiness.
- Managed daily assignments for team operations for Eagle Resource Group staffing operations.
Tax Prep Assistant (Contract)
Concentrix
03.2025 - 05.2025
- Assisted customers with tax preparation inquiries and troubleshooting, achieving a 95% satisfaction rating.
- Input client information into tax preparation software, ensuring accuracy for seamless processing.
- Reviewed W-2s, 1099s, and receipts to support return accuracy.
- Addressed client inquiries about tax forms and appointment details to enhance service experience. about tax forms and appointment details.
Technical Support Advisor II
Coyote Logistics
Atlanta, GA
10.2018 - 11.2020
- Provided advanced support for logistics systems and shipment issues, contributing to high KPI rankings
- Resolved shipment tracking issues for Coyote Logistics brokerage platform users.
- Troubleshot EDI and system errors across transportation workflows.
- Collaborated with IT and Operations to address and resolve recurring process issues
- Guided clients through TMS access, setup, and navigation questions.
Billing Service Technician
GEICO
Macon, GA
11.2012 - 10.2018
- Supported high-volume billing operations, ensuring compliance and enhancing customer retention.
- Resolved billing discrepancies through detailed account research and effective customer communication.
- Reviewed charge codes and supporting documents to verify billing accuracy.
- Posted payments and updated account balances in billing records.
Education
M.S. - Leadership
Walden University
B.S. - Sport Management
Georgia Southern University
Skills
- Talent Acquisition
- Candidate Screening
- Onboarding
- Applicant Tracking
- KPI Management
- Workflow Improvement
- Escalation management
- Team Leadership
- Customer Engagement
- Microsoft Office
- Slack/Teams
- Indeed Recruiting Tools
Timeline
Recruiter/Expert CSR(Remote)
TeleDirect Call Centers
01.2026 - Current
Tax Prep Assistant (Contract)
Concentrix
03.2025 - 05.2025
Team Lead
Eagle Resource Group
11.2020 - 12.2025
Technical Support Advisor II
Coyote Logistics
10.2018 - 11.2020
Billing Service Technician
GEICO
11.2012 - 10.2018
M.S. - Leadership
Walden University
B.S. - Sport Management
Georgia Southern University