Kiwanda Kennon
Albany,GA
Summary
Focused professional with success and delivered unbiased perspective to solve disputes. Accomplished in collecting supporting information, drafting and reporting comprehensive documentation and leading agreements to resolve complex problems. Driven to strictly follow applicable laws and ethical procedures for all cases. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
6
6
years of professional experience
Work History
Resolution Coordinator III
Walmart
09.2022 - 06.2023
- Researched and analyzed individual parties' positions to understand dispute background.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Skilled at working independently and collaboratively in team environment.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
Application Data Processor
Staffing Solutions
11.2021 - 09.2022
- Administrated user account activations, deactivations and modifications.
- Prioritized personal workload to meet specified completion times and dates with some supervision and direction.
- Participated in internal and external audits of systems.
- Carried out activities according to standard operating procedures and project-specific conventions.
- Checked 20-40 loan applications and supporting documentation for completeness and accuracy per day.
- Entered applications and followed up with appropriate personnel for missing information on incomplete loan packages.
- Updated and maintained application reports and files.
- Assisted with managing user accounts, roles and security and access levels.
- Followed data entry protocols, rules and regulations.
- Corrected data entry errors to prevent duplication or data degradation.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Scanned documents and saved in database to keep records of essential organizational information.
- Created spreadsheets for more efficient recordkeeping.
- Preserved customer confidence and protected operations by keeping information confidential.
- Utilized techniques for increasing data entry speed.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
HR Administrative Assistant
Aston Carter
09.2021 - 03.2022
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered and redirected incoming phone calls for office.
- Processed employee termination paperwork at direction of supervisory staff.
- Coordinated employee training programs to improve productivity and performance.
- Administered compensation, benefits, and performance management systems at direction of supervisor.
- Developed and implemented policies and procedures to use for recruitment, employee relations and benefits administration.
- Applied mediation and collaboration to successfully resolve employee complaints and grievances.
- Responded to employee inquiries regarding benefits and other HR topics.
- Updated and maintained employee attendance records.
- Helped employees register for benefits programs using online portals.
- Compiled employee records from individual departments to maintain central files.
- Developed and maintained HR policies and procedures.
- Aided staff with employee performance review paperwork and documentation.
- Monitored and analyzed employee satisfaction survey results.
Tax Associate
Contract World
02.2021 - 06.2021
- Secured and properly handled confidential data to protect against unauthorized access, improper transmission and unapproved disclosure.
- Developed in-depth knowledge of client business and industry through direct interaction while working on various aspects of engagement.
- Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation.
- Identified potential audit red flags to minimize risk of IRS audits.
- Liaised with accountants to confirm accuracy of client tax returns.
- Assessed client tax situations to determine best filing options.
Customer Service Associate
NexRep
01.2020 - 01.2021
- Helped 50 customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Informed customers about special promotions and provided detailed information for various products.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
TECHNICAL SUPPORT REPRESENTATIVE
Conduent Call Center
01.2018 - 01.2020
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to technical support needs.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Monitored systems in operation and quickly troubleshot errors.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Responded promptly to incoming sales leads and requests for technical support.
- Diagnosed and troubleshot hardware, software and network issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Customer Service Associate
Amazon
01.2017 - 07.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Solved problems with products and services by providing customers with technical support.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
Education
Associate of Science - Medical Office
Ultimate Medical Academy - Clearwater
Clearwater, FL06.2017
High School Diploma -
Westover High School
Albany, GA05.2004
Skills
- Knowledge Base
- Client Satisfaction
- Special Orders
- Emergency Calls
- Time Management
- Workflow Processes
- Customer Communication
- Payment Collection
- Customer Complaint Resolution
- Ability to Be Flexible
- Employee Timesheet Processing
- Teamwork Skills
- Conflict Resolution
- Customer Care
- Merchandise Labeling
- Office Meetings
- Personnel Management
- Communications Strategies
- Salesforce Software
- Microsoft PowerPoint
- Product Knowledge
- Administrative Management
- Database Systems
- Office Equipment Proficiency
- Route Dispatch
- Receiving Support
- POS Systems and Ordering Platforms
- Multi-Line Telephone Operation
- Warehousing Functions
- Quality Assurance Controls
- Customer Service
- Cultural Awareness
- Managing Multiple Tasks
- Proofreading
- Microsoft Word
- Data Evaluation
- Interpretation and Translation Services
- Quality Control
- Account Management
- Medical Terminology Knowledge
- Documentation
- Technical Support
- Administrative Support
- Typing Proficiency
Additional Information
- requestReferences available upon requestReferences available upon requestReferences available upon request
Timeline
Resolution Coordinator III
Walmart
09.2022 - 06.2023
Application Data Processor
Staffing Solutions
11.2021 - 09.2022
HR Administrative Assistant
Aston Carter
09.2021 - 03.2022
Tax Associate
Contract World
02.2021 - 06.2021
Customer Service Associate
NexRep
01.2020 - 01.2021
TECHNICAL SUPPORT REPRESENTATIVE
Conduent Call Center
01.2018 - 01.2020
Customer Service Associate
Amazon
01.2017 - 07.2017
Associate of Science - Medical Office
Ultimate Medical Academy - Clearwater
High School Diploma -
Westover High School
Similar Profiles
Lori VayoLori Vayo
Customer Service Representative at WalmartCustomer Service Representative at Walmart
SHAKERRA JACKSONSHAKERRA JACKSON
Lift Operator at WalmartLift Operator at Walmart
SHEHNAZPREET KAURSHEHNAZPREET KAUR
Customer Service Representative at WalmartCustomer Service Representative at Walmart