Keya N Pearson

**** ********* ****** ****** ** **611 256-***-**** ac6rbd@r.postjobfree.com

Targeting Entry-Level Management Position

Alabama State University graduate offering a strong academic with internship experience.

Consistently recognized for troubleshooting skills and cost-effectively resolve challenging issues.

Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer skills, tools and criminal methodologies.

Education

Alabama State University – Montgomery, Al.

Bachelor of Science, Criminal Justice GPA: 3.1

2010 to 2014

Relevant Courses:

Criminal Law Social Problems Sociology Research Methods

Corrections Criminology Ethics Private Security

WORK EXPERIENCE

ATT (Manager) 03/16/2017-current

Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.

Ensuring agents understand and comply with all call center objectives, performance standards, and policies.

Answering agent questions regarding best practices or difficult calls.

Identifying operational issues and suggesting possible improvements.

Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

Preparing reports and analyzing data to assist management as they determine call center goals.

Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

ATT (Senior Representative) 11/09/2015-03/15/17

•Research, engage and identify outcomes and provide product recommendations to enhance the DIRECTV entertainment experience

•Drive to individually compete (and win!) while still being a fantastic team player

•Maintain positive, professional and empathetic customer-focused approach

•Manage multiple computer programs, actively listen, converse with customers while typing and updating accounts

•Interact with all types of customers and provide the best resolutions

•Thrive on change while remaining highly organized, optimistic and coachable

•Assist with daily technical support with all types of requirements

•Troubleshoot and solve common network issues

•Use diagnostic tools to uncover the technical issue and provide the correct answ

Intern/legal Administrative Assistant

BJ’S Bail Bond, Prattville, Al 08/17/14-12/05/14

•Served as an administrative clerk the company representative that presented a surety bond to a court of law to affect the release of a defendant who would otherwise be held in jail until trial.

•These services are made possible by contractual agreements that are pre-arranged with the courts in the county and state in which the bondsman does business.

Pardons and Parole-Interstate Compact Unit, Montgomery, AL. 1/13/14- 5/02/14

•Provided administrative/clerical work and assisted with proofreading all compact cases.

•assign PR# to all new cases that are being opened in the state of Alabama OS Database.

•Entered data so that files are created and maintained resulting in accessible and accurate data as evidenced by documentation.

•Opening/closing files out of state and Alabama probationers and parolees.

•conducting legal research and gathering relevant information to a case.

Contact this candidate