Kiana Brown
Las Vegas
Summary
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
11
11
years of professional experience
Work History
Operations Customer Service Specialist
Teleperformace
Las Vegas
10.2024 - 05.2025
- Provided top quality control and eliminated downtime to maximize revenue.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Maintained up-to-date case documentation for future reference.
- Assisted in the development and updating of technical documentation and support guides.
- Developed and maintained strong relations with customers to meet quality expectations.
- Created reports on customer complaints and feedback for management review.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Performed routine maintenance and software updates on support tools and customer systems.
- Updated customer information and account status in the database following each interaction.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Collected, analyzed and reported on data for use in operational planning.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Adhered to all company policies when dealing with customer inquiries.
- Provided advice on best practices for optimal use of Apple products.
- Enforced compliance with organizational policies and federal requirements regarding confidentiality.
- Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.
- Processed payments from customers in accordance with company policies and procedures.
Banking Customer Service Representative
TTEC Healthcare Solutions Inc.
Las Vegas
10.2021 - 10.2022
- Mobilize complex financial processes - including activating debit cards, requesting stop payments, tracking teller checks - while ensuring transactions and services align with bank compliance and governance guidelines
- Own daily operations support efforts by facilitating the account closing process for various incidents (i.e., fraud) and executing daily clerical tasks, processing transactions, and addressing customer inquiries
- Facilitate dispute process for cases daily by reviewing account information, verifying and investigating customer information, entering disputes, and creating and disseminating dispute updates and results
- Foster positive customer attitudes and demonstrate customer success strategies by operating with swiftness, confidentiality, and proactiveness
- Maintain a concrete acumen of bank security protocols and deploy customer security tactics by verifying information, retrieving documents, and gathering customer details
Warehouse Associate
Amazon
Lancaster
11.2020 - 10.2021
- Mobilized inventory control, pricing, and ordering exposure while managing operations for inbound/outbound shipments as well as warehouse operations; coordinated stock control and reconciliation efforts with data storage systems to evaluate inventory performance
- Orchestrated day-to-day warehouse operations by receiving and processing incoming stock and materials, executing and preparing orders, and retrieving materials
- Owned the full-cycle inventory shipping and receiving process by providing counsel for unloading and loading trucks, delivering inventory, placing labels on products, moving boxes and supplies, and shipping merchandise
- Analyzed shipping information and documents to ensure compliance and alignment with Amazon's regulations
Crew Member
McDonald's
Lancaster
09.2016 - 09.2018
- Facilitated financial transactions by operating cash registers and processing money orders; employed company compliance guidelines to process returns, refunds, and exchanges
- Leveraged customer success tactics to promote and position company products and promotions, answer in-store and phone customer inquiries, and resolve complaints
- Expedited wait times by mobilizing tactics to process orders and operate cash register in high-volume environments
Cashier
Sizzler
Lancaster
10.2014 - 06.2015
- Enhanced new team member process understanding and application by conducting training and coaching strategies for customer service, cashier, and site maintenance operations
- Received and counted payments by cash, check, credit cards, vouchers, or automatic debits
- Leveraged calculators, cash registers, and optical scanners to establish and identify prices of goods, services, and bills
- Employed money management techniques to evaluate cash drawers to ensure accuracy while reporting daily sales performance and revenue to store management team
Sales Associate
Hollister
10.2014 - 01.2015
Education
High School Diploma -
Quartz Hill High School
06.2014
Skills
- Scheduling
- Account updating
- Complaint resolution
- Relationship building
- Service support
- Network diagnostics
- Appointment scheduling
- Product knowledge
- Technical issues analysis
- Payment posting
- Multitasking and organization
- Customer service
- Attention to detail
- Research and due diligence
Timeline
Operations Customer Service Specialist
Teleperformace
10.2024 - 05.2025
Banking Customer Service Representative
TTEC Healthcare Solutions Inc.
10.2021 - 10.2022
Warehouse Associate
Amazon
11.2020 - 10.2021
Crew Member
McDonald's
09.2016 - 09.2018
Cashier
Sizzler
10.2014 - 06.2015
Sales Associate
Hollister
10.2014 - 01.2015
High School Diploma -
Quartz Hill High School