Summary
Overview
Work History
Education
Skills
Affiliations
Interests
Citizenship
Hobbies and Interests
Timeline
Generic

Ke'Antra Smothers

Atlanta

Summary

Results-driven Customer Service Professional with 8+ years of proven experience in delivering exceptional support across multiple industries. Demonstrated expertise in handling 75+ daily customer interactions while maintaining 100% payment processing accuracy and cash handling and reconciliation. Skilled in applying compliance with policies and procedures, technical troubleshooting, conflict resolution, and multi-channel communication (phone, email, live chat, face-to-face). Track record of analyzing discrepancies, improving operational efficiency, including boosting sales by 5% and increasing productivity by 2% in previous roles. Seeking to leverage comprehensive customer service experience and problem-solving abilities to contribute to organizational success.

Overview

9
9
years of professional experience

Work History

Security Officer

Allied Universal
01.2024 - 08.2025
  • Manage visitor access control system, processing 75+ daily interactions with customers, visitors, and residents across multiple communication channels
  • Operate and maintain pass systems, printer machines, and CCTV monitoring equipment while ensuring compliance with security protocols
  • Handle payment processing for transponders and citations, maintaining accurate financial records
  • Coordinate with law enforcement and patrol officers for emergency response and incident management
  • Execute administrative functions including scheduling, log updates, and dispatch coordination
  • Maintained constant surveillance of assigned areas and enforced access control procedures
  • Coordinated delivery and shipment logistics while ensuring only authorized personnel gained property access
  • Responded to incidents and critical situations using established protocols and problem-solving approach
  • Demonstrated professional communication skills with all levels of personnel and public interactions

Logistics Specialist

Amazon
05.2021 - 12.2024
  • Provided technical customer support in fast-paced remote environment, troubleshooting and resolving customer issues efficiently
  • Utilized Zendesk CRM and call center systems to document technical issues and complete detailed reports
  • Demonstrated exceptional multitasking abilities while maintaining high-quality written and verbal communication
  • Collaborated with cross-functional teams to prioritize customer needs and ensure positive experiences
  • Created comprehensive documentation of customer issues for seamless handoffs to other team members
  • Handled customer concerns and maintained store operations via incoming calls, emails, and live chats
  • Adapted quickly to new systems and procedures while troubleshooting account and technical issues
  • Managed organized records using internal systems to handle inquiries, complaints, and services with empathy and ownership

Customer Service/Cashier Supervisor

Walmart
01.2017 - 04.2021
  • Processed $4,000+ in daily payments while serving 120+ customers per day with 100% payment accuracy
  • Achieved 5% sales increase and 2% productivity improvement through enhanced customer service delivery, managing cash handling,
  • Implemented price scanner system that accelerated checkout speed and improved customer experience while conducting face to face and phone escalations for customers concerns
  • Managed returns, claims, and merchandise organization while ensuring safe work environment, negotiating solutions to provide loyalty and satisfaction
  • Supervised up to 25 employees, monitoring performance and assigning daily task to enforce compliance with company's policy
  • Provided comprehensive customer assistance including needs identification, financial transactions, product location, credit processing, and issue resolution

Education

Associate of Science - Business Administration

Georgia State University
Atlanta, GA
01.2025

Skills

  • Customer Service Excellence - 8 years of direct customer interaction experience applying rules, policies & regulations
  • Technical Support & Troubleshooting - Zendesk CRM, call center systems, remote support
  • Multi-Channel Communication - Phone, email, live chat, and in-person support
  • Payment Processing - 100% accuracy with cash, credit, debit, and voucher transactions, cash reconciliation, Point of Sale system
  • Process Improvement - Implemented solutions that increased efficiency and reduced wait times
  • Crisis Management - Emergency response, incident reporting, CCTV monitoring
  • Microsoft Office Suite - Word, Excel, and database management
  • Team Collaboration - Cross-functional teamwork in fast-paced environments

Affiliations

Non- Veteran

Interests

Seasonal, Part-Time, Full Time

Up to 40 hours

Citizenship

U.S. Citizen

Hobbies and Interests

Interior Design & Creative Writing, Problem-Solving Games & Strategy, Travel & Wellness, Community Volunteering & Guest Services, Exploring New Apps & Technology Tools

Timeline

Security Officer

Allied Universal
01.2024 - 08.2025

Logistics Specialist

Amazon
05.2021 - 12.2024

Customer Service/Cashier Supervisor

Walmart
01.2017 - 04.2021

Associate of Science - Business Administration

Georgia State University

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Ke'Antra Smothers