Lacona Knaff
Columbus
Summary
Dynamic professional with hands-on expertise in data entry, customer service, and logistics. Recognized for a proactive approach in enhancing process efficiencies and resolving customer issues. Committed to delivering meaningful contributions that drive organizational success.
Overview
15
15
years of professional experience
Work History
LC RECEIVER
TD SYNNEX
Groveport
10.2024 - Current
- Received and inspected incoming shipments for accuracy and quality.
- Utilized correct and safe operating procedures when using equipment such as forklifts and pallet jacks to load, unload, and move materials.
- Utilized RF scanner to maintain accurate item location records in warehouse database system.
- Organized merchandise in designated warehouse locations to enhance retrieval efficiency.
- Documented discrepancies and communicated issues to management to facilitate timely resolutions.
Customer Support Agent
Epiq Contact Center
Dublin
04.2024 - 09.2024
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Assisted customers by gathering data and analyzing needs to evaluate effective resolutions.
- Recommended solutions to complex situations through research and critical thinking, escalating customers to supervisor for timely support.
- Proposed ideas and practical solutions to improve support processes and enhance service quality.
- Helped streamline repair processes and update procedures for support action consistency.
- Patched software and installed new versions to eliminate security problems and protect data.
Travel Advisor
JPMorgan Chase & Co
Westerville
01.2023 - 03.2024
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
- Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
- Booked transportation using booking engines and Sabre GDS, made hotel reservations and collected payments to optimize trip planning.
- Resolved travel issues, processed complaints, and issued refunds to ensure high customer satisfaction.
- Assisted clients with flight changes and cancellations, ensuring smooth travel experiences and minimizing disruptions.
- Recommended travel insurance plans to clients, helping them manage risks and enhance travel confidence.
Patient Care Coordinator
Optum
Westerville
12.2019 - 12.2022
- Verified patient insurance eligibility and entered patient information into system.
- Facilitated communication between patients and departments to enhance care coordination.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Answered incoming calls, scheduled appointments, and organized medical records to streamline patient flow.
- Offering simple, clear explanations to help clients and families understand hospital policies and procedures.
- Addressed client complaints through timely corrective actions and appropriate referrals to improve patient satisfaction.
Network carriers/Data Entry processor
Ryder
New Albany
11.2017 - 12.2019
- Updated and maintained customer information, documents and records.
- Managed and organized documents for data entry tasks.
- Compared transcribed data with source documents to detect and correct errors.
- Created spreadsheets for more efficient recordkeeping.
- Scanned documents and saved in a database to keep records of essential organizational information.
- Handled incoming calls from customers and clients regarding orders.
- Coordinated with clients to identify and locate products for customer delivery.
Direct care specialists
Stepping Stones
Columbus
05.2017 - 04.2018
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Assisted with home management tasks, meal preparation, grocery shopping, and routine cleaning to support clients' daily living needs.
- Transported clients to and from medical appointments with safety and efficiency.
- Facilitated client engagement in social networks and communities to promote personal health and growth.
- Monitored clients' physical and behavioral changes and reported findings to supervisors for timely intervention.
- Recorded status and duties completed in logbooks for management.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
Customer Service Representative Scheduler/ Data Entry processor
Williams Sonoma
Grove City
06.2015 - 05.2017
- Scheduled furniture delivery appointments by handling inbound and outbound calls from external clients.
- Responded to customer inquiries and care center communications via email and phone, ensuring accurate information and timely resolutions.
- Worked with business partners to assess customer needs/concerns and provide appropriate recommendations and solutions to ensure a world-class customer service experience.
- Maintained and updated order tracking systems, appropriately documenting all transactions and pertinent interactions.
- Confirmed and recorded the receipt of data to maintain accurate records.
- Converted source data into the appropriate electronic format for easy access.
- Converted paper documents into digital files, streamlining data accessibility and organization.
- Conducted training sessions for new associates to ensure effective onboarding.
Merchandise handler
Limited Brands/VSS DC
Columbus
02.2011 - 05.2015
- Prepared merchandise to be shipped to multiple countries including Canada, United Kingdom, Turkey, and Middle East.
- Trained associates on merchandise processing procedures to ensure compliance within the international department.
- Generated tracking tickets for mezzanine cartons to enhance inventory management accuracy.
- Validated that each article had the correct country of origin through PKMS.
- Tracked production and quality control systems to proactively identify deficiencies.
- Promoted warehouse safety by identifying and addressing hazards in alignment with OSHA guidelines.
- Presented PowerPoint presentations to new associates to ensure their understanding of the SOPs.
Education
GED -
Mifflin High School
Columbus, OH06-1998
Skills
- Logistics Coordination
- Inventory Management
- Warehouse Operations
- Logistics support
- Supply Chain Management
- Quality Assurance
- Inventory Auditing
- Data Entry
- Troubleshooting
- Excel
- Access
- Word
- GDS
- Sabre
- Problem solving
- Organizational skills
- Communication skills
- Verbal communication
- Client Relations
- Customer Service
- Mentorship training
- Verbal communication
Additional Information - Software Skills
- Microsoft: Excel, Access, Word
- S400
- Genesis
- Talk desk
- PKMS
- EMR
- Juris
- Sale Force
- Matrix
- CMX
- Sabre
- GDS
- SAP
Timeline
LC RECEIVER
TD SYNNEX
10.2024 - Current
Customer Support Agent
Epiq Contact Center
04.2024 - 09.2024
Travel Advisor
JPMorgan Chase & Co
01.2023 - 03.2024
Patient Care Coordinator
Optum
12.2019 - 12.2022
Network carriers/Data Entry processor
Ryder
11.2017 - 12.2019
Direct care specialists
Stepping Stones
05.2017 - 04.2018
Customer Service Representative Scheduler/ Data Entry processor
Williams Sonoma
06.2015 - 05.2017
Merchandise handler
Limited Brands/VSS DC
02.2011 - 05.2015
GED -
Mifflin High School