Kianna Anderson

• Provided primary customer support to internal and external customers.
• Answered constant flow of customer calls with minimal wait times.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Served as back up receptionist; answered phones and transferred calls, sorted mail, and greeted guest.
• Worked in Salesforce daily to open and close cases
• Used systems to order and activate cards such as: COMDATA, Voyager, and Fuel Management.
• Managed tracking and tracking reports for clients cards
• Loaded PINs into COMDATA system.
• Assist clients with loading them into our systems and unlocking their accounts.
• Ran reports for clients such as: URI and Delivery Reports.
• Worked closely with clients such as PGE, Southern Company, AT&T, and City of Decatur.

● Managed calendars and accepted meetings on behalf of supervisor

● Took roll call for all UNITE team calls and recorded attendance on the SharePoint site

● Scheduled and set up meetings

● Maintain SharePoint site by uploading documentation and keeping the team calendar updated for members in the consortium to see

● Conducted and prepared documentation for Monday morning staff meetings

● Sent surveys through SurveyMonkey and maintained a list of surveys on SharePoint

• North America’s largest bedding manufacturer, the company behind the Serta, Beautyrest, and Tomorrow brands.
• Organize over 40 status reports weekly using PowerPoint for a consolidated visual to assist my supervisor during monthly meetings.
• Organize over 40 projects into project health metrics weekly using Excel for our bi-weekly CIO meetings.
• Reconcile hours for over 90 IT members at Serta weekly using ServiceNow and Excel to ensure project on time project deliverables and help expedite invoice approval process.
• Coordinate security and infrastructure projects on a monthly basis with third party companies.
• Worked closely with Ernst & Young (EY) to manage project Sensitive Data Assessment.
• Designed and then managed the implementation of a SharePoint site for IT Strategy and Planning to allow access to current and upcoming content that can be viewed by project managers or any outside source.
• Assisted in the design and managed the implementation of a SharePoint site for all of IT that provides the latest IT News, information on the IT leaders, IT calendars and other critical information.
• Maintained and updated project repository for over 12 project managers in SharePoint.
• Volunteer experience.