Keva L. Jefferson

*** ******* ***** **

Macon, GA 31210

901-***-****

ad166m@r.postjobfree.com

Objective

To obtain a position within your company to utilize my 30 years of Customer Service, 8 years of Management and Computer Programming training.

Work Experience

Abstractor

3/2015 – Present 1st American Title Insurance Company, Memphis, TN

Searching residential and commercial titles for the purpose of sale, refinance or foreclosure. Kept a spreadsheet to track the payments for the title searches that we completed for the different Title companies. Data Entry. Accounting.

Senior Technical Customer Service Representative

8/2007 – 03/2015 ACS, Inc / Brother International Corporation, Bartlett, TN

Receive calls and chats from customer’s requiring technical assistance. Diagnose issue by asking probing questions while using various desktop tools to test and evaluate and determine the root cause of the problem. Troubleshoot PC/Machine problems with customer; escalate advanced troubleshooting problems to the technical support group when appropriate. Support any of the following: a) Installing and/or reinstalling the Brother Drivers Online. b) Configuration and/or reconfiguration of drivers. c) Obtaining, provisioning, adding or deleting multiple IP addresses for network or wireless connection. Process sales orders, swaps, and work orders. Handle overflow calls from Hardware Department. Achieve overall performance organizational goals in the areas of productivity, sales and quality. Maintain accurate problem and call tracking in a CRM and Solutions Database system. Perform other duties as assigned

Abstractor

7/2003 - 8/2007 Fidelity National Title, Memphis, TN

Searching residential and commercial titles for the purpose of sale, refinance or foreclosure. Kept a spreadsheet to track the payments for the title searches that we completed for the different Title companies. Data Entry. Accounting.

Data Entry Supervisor / Order Entry Clerk

4/2002 - 7/2003 1st American Title Insurance Company, Memphis, TN

Supervised a night crew of 4 associates. Entered deed information into a database for public use. Entered Title search requests for residential and commercial titles for the purpose of sale, refinance or foreclosure. Data Entry

Associate Manager

8/2000 - 4/2002 Zany Brainy, Memphis, TN

Tasks that included: Sales Transactions and Returns of toys, Receiving and Shipping of Merchandise, Inventory- the actual physical counting of the merchandise, Scheduling of employees, and Merchandising, Opening and closing of the store and handling all of the daily paperwork.

Credit Analyst

3/2000 - 8/2000 Telecorp Inc, Memphis, TN

Answering the phones in a high volume call center, while maintaining excellent customer service. The purpose of my job is to run the credit of the consumer or business, then process the activation of their new SunCom wireless phone service. I also operate a multi-program computer system that enables me to view customer's account records so that I may assist their needs efficiently and accurately. I am presently a mentor for the newer consultants on my team. I have also acted as the Manager on Duty. I handled escalated calls and billing issues.

General Customer Care Consultant

7/1999 - 3/2000 Telecorp Inc., Memphis, TN

Answering the phones in a high volume call center, while also maintaining excellent customer care skills. The purpose of my job is to make the SunCom user feel that there is no better cellular service than SunCom. I answer the questions that they have about their service, equipment, and account. My job is to let the customer know that when they call into Customer Care that the person on the other end cares. Once again, I have acted as the Manager on Duty. I served as a mentor for my teammates and assisted in the Academy Bay classes. I handled escalated issues, as well as billing issues.

Server/ Bartender/ Trainer

7/1998 - 11/1999 Applebee's Bar & Grill, Memphis, TN

Serve food and drinks to customers. Handle hand to hand cash and credit card transactions. Being able to count back to the customer accurate change without using a calculating device. Having the ability to make drinks by using the Applebee's Bar Recipe Book or by memory. Training new associates on the fundamentals of the restaurant and on customer service. Also, once again displaying exemplary customer service skills.

Receiving Assistant Manager

7/1994 - 7/1998 OfficeMax, Macon, GA

Handle the shipping of damaged goods back to the vendors. Checking and logging in merchandise to be sold in the store. Inputting data into a multi-application system for inventory purposes. Maintaining the shrink percentage by entering the data for each receiving transaction. Cashiering and Customer Service Manager skills were also a part of my job description.

Education

6/2003, Memphis, TN

I have achieved an Associate degree in Computer Information Systems.

6/1995 Southwest High School, Macon, GA

High School diploma

Here I served as president of the Future Homemakers of America club. I also was part of the Beta Club and received the Who's Who in Math recognition in 1995. I graduated number 4 in my class.

References Available Upon Request

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