Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kezia Snipe

Decatur

Summary

A dedicated community engagement and customer service professional with over a decade of experience in program development, strategic planning, and youth-centered initiatives. Proven ability to collaborate with diverse stakeholders and lead impactful diversity, equity, and inclusion (DEI) strategies. Brings a strong background in high-volume customer care and dynamic, customer-facing environments, demonstrating exceptional adaptability, self-management, and a steadfast commitment to client satisfaction and responsiveness.

Overview

13
13
years of professional experience

Work History

Customer Care Representative

Concentrix
07.2025 - Current
  • Provide seasonal support to manage and resolve customer issues and concerns through various channels, including phone, chat, and email. Serve as a primary point of contact, ensuring a positive and professional client experience. Provide effective solutions and guidance to a diverse customer base, upholding company standards for client satisfaction.

Independent Contractor / Rideshare Driver

Uber Technologies
01.2021 - Current
  • Safely transport passengers to destinations in a timely and efficient manner while providing a high level of customer service and maintaining a professional and courteous demeanor. Manage all aspects of personal transportation business, including navigation, route optimization, vehicle maintenance, and client satisfaction. Utilize in-app analytics to track earnings, identify high-traffic areas, and increase efficiency.
  • Key Accomplishments: Maintained a customer satisfaction rating of 4.9/5 across 1,000+ rides by ensuring a safe, friendly, and responsive experience. Demonstrated reliability, time management, and logistical coordination skills while navigating high-traffic urban environments. Used real-time data to maximize earnings, optimize routes, and meet peak demand periods. Leveraged flexible work hours to support professional development, freelance projects, and community-based initiatives.

Customer Service Representative

Foundever
12.2024 - 04.2025
  • Provided seasonal customer service and technical support for a leading tax software company (AARP & TurboTax). Resolved a high volume of client inquiries via phone and chat, focusing on product functionality, account management, and tax-related questions. Documented customer interactions and feedback to maintain detailed records and contribute to overall service improvement.

Media Manager & Content Specialist

Hydroviv
06.2020 - 11.2023
  • Leads social media and marketing promotion strategy, evaluating overall reach and growth across platforms. Produces and/or edits multi-media content for social media platforms, including Instagram (Stories, Static, Reels), YouTube, Facebook, & Twitter. Edits video for YouTube, creates thumbnails, audio editing for corporate brand podcast. Reviews analytics with Audience Team and translates for corporate executives. Uses analytical tools (e.g., Google Analytics, YouTube, Twitter, Facebook) to present and produce a monthly report to evaluate the effectiveness of strategy, engagement, and KPIs.
  • Key Accomplishments:
  • Developed plan for audience facing social media presence by creating digital content that increased engagement by 10x since conception.
  • Managed social media pre- and post-event strategy while Hydroviv appeared on ABC’s Shark Tank as CEO presented customized water filters for local water contamination issues, increasing overall reach and engagement by 25x after the original air date.

Teaching Artist

ROC Enrichment Program
09.2019 - 05.2020
  • Developed curriculum and identify themes, objectives, goals, methods for class activities for after school, summer learning and arts integration programs within Baltimore City Public Schools. Introduced concepts and vocabulary in age-appropriate level through writing and poetry for the developmental stage of the participants to empower students learning. Understood the state curriculum, the Common Core Standards, as well as arts integration strategies to engage teachers and students.
  • Key Accomplishments:
  • Implemented culturally responsive curriculum through writing and poetry to produce improvement rates in student retention, success, and overall student engagement.
  • Established culturally diverse writing workshops and poetry slams, with more inclusive and relevant content, to foster an environment of student’s choice around connection, inclusion, and education through writing.

Research Analyst

Hydroviv
03.2017 - 08.2019
  • Extracted diverse data from municipal water quality reports and surveys from across the country to effectively create a reliable reference system for consumers. Reviewed analytics to educate consumers to understand the source of their tap water, the efforts of their municipalities to maintain healthy drinking water and to understand the hazards that may currently exist. Performed quality control checks to ensure reports were accurate, legible, applicable, and informative. Used research to inform marketing, promotion, and media efforts with extrapolated data.
  • Key Accomplishments:
  • Analyzed, interpreted, and converted water quality data from local, county, state, and federal databases to help determine contaminants in drinking water and helped expand the company’s ability to service the needs of its growing customer base, bringing in an annual revenue of $1 million+
  • Collaborated with the CEO to systematize the investment approach, broaden the company’s marketing scope as a start-up, and increased demand after appearing on by ABC’s Shark Tank.

Outreach and Education Specialist

Humanim
02.2016 - 02.2017
  • Built pathways to employment, personal autonomy, and economic opportunity for individuals 18-24 throughout the state of Maryland. Implemented programs and services that enhanced growth, independence, and quality of life for individuals with special needs, autism spectrum disorder, and other developmental disabilities. Enforced person-centered approach that emphasized individualized care, community integration and customized employment, with the goal of empowering individuals to achieve.
  • Key Accomplishments:
  • Increased client pipeline by 40% within first 6-months through community outreach, corporate partnerships, and new education initiatives.
  • Improved recruitment efforts by 30% through hosting workshops, fireside chats with subject matter experts, career days, and programs focused personal goals, learn skills, employment services, exercise independence, and recreational activities within the community.

Literacy Intervention Tutor

Reading Partners
12.2015 - 06.2016
  • Assisted elementary school students in literacy development through one-on-one tutoring and inspired children to be life-long readers. Conducted classroom audits, as well as analyzing student achievement and literacy data to determine if and how changes should be made to lesson plans. Work with educators in Baltimore Public Schools and DC Public Schools to identify issues with students or curriculum, set goals, and solve problems.
  • Key Accomplishments:
  • Earned a 100% favorable rating from students on end-of-year survey
  • Earned top rating for student growth of 85%, achievement, feedback, and principal recommendation

Program and Community Outreach Coordinator

Baltimore Child Abuse Center
08.2013 - 11.2015
  • Led grassroot outreach initiatives through community education, event planning, resource development and coalition-building, the coordinator’s goal is to increase overall reach. Served as professional development liaison by developing & providing trainings for youth-serving organizations on prevention as well as providing administrative support.
  • Key Accomplishments:
  • Increased organization’s reach by 50% through improved curriculum development, innovative marketing, and participant assessments.
  • Developed corporate partnership for fundraising initiatives by implement strategy to retain and bringing back old accounts, through telephonic, email, and video communication and nurturing existing referring relationships

Community Builder

Episcopal Diocese of Maryland/Episcopal Service Corps
08.2012 - 08.2013
  • Provided Remington community members access to proper resources – educational, occupational, financial, personal and health related maintenance & advancement. Supported Remington programs such as free food pantry, state ID programs, homework club, home winterization, health fairs and community fairs.
  • Key Accomplishments:
  • Increase the organization’s community outreach and education efforts by at least 50% expanding access to resources and efficient marketing plan.

Education

Bachelor’s - Business Administration – Management

Strayer University
Memphis, TN

Skills

  • Call logging
  • Inbound customer service
  • Customer relationship management
  • Customer service
  • Phone etiquette
  • Issue escalation
  • Security verification
  • CRM software
  • Data entry

Timeline

Customer Care Representative

Concentrix
07.2025 - Current

Customer Service Representative

Foundever
12.2024 - 04.2025

Independent Contractor / Rideshare Driver

Uber Technologies
01.2021 - Current

Media Manager & Content Specialist

Hydroviv
06.2020 - 11.2023

Teaching Artist

ROC Enrichment Program
09.2019 - 05.2020

Research Analyst

Hydroviv
03.2017 - 08.2019

Outreach and Education Specialist

Humanim
02.2016 - 02.2017

Literacy Intervention Tutor

Reading Partners
12.2015 - 06.2016

Program and Community Outreach Coordinator

Baltimore Child Abuse Center
08.2013 - 11.2015

Community Builder

Episcopal Diocese of Maryland/Episcopal Service Corps
08.2012 - 08.2013

Bachelor’s - Business Administration – Management

Strayer University

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Kezia Snipe