Customer Support Service

Ke’Vanna Brandon

**** ***** ***, *********, ** 32526

850-***-****

**********@*****.***

EDUCATION —

EXPERIENCE

Jackson State University

Jackson, MS

August 1994 – Sept 1997

Psychology (pursuing)

Wichita HS Heights

Wichita, KS

August 1993 – May 1994

HS Diploma

KEY SKILLS —

●Adult Education/Training and Development

●Communication

●Microsoft Apps and Suite

●70 wpm

●12300 kph

August 2023 -

Customer Services Associate - Envoy Air

●Reservation/Operational customer support at ticket counter, gates and kiosks

●Passenger/Flight Operations - boarding and offloading aircraft, baggage reconciliation, rebooking, hotel/meal accommodations, prepping and securing passenger flight details

July 2016 – July 2022

Manager of Operations • SR. Manager • Alorica

●Increased QA and Customer Satisfaction scores overall by 62% annually

●Successful transition of workforce to permanent ‘Work At Home’ model

●Successful consolidation of 4 WAH sites into 1 ‘Work At Home’ division

●Leader development in effective coaching tools, goal setting, performance management and enhanced business processes

●Performance management – focus metrics: Customer Service/Customer Retention/Compliance/Execution/Efficiency

March 2015 – July 2016

Team Manager • Team Manager • Alorica

June 2010 – November 2014

Sales & Service Coordinator • Manager/Trainer • Regions Financial, LLC

COMMUNICATION

●Weekly/Monthly/Quarterly state of the business presentations for clients to review current successes and communicate next steps for continued growth

●Diversity Education Initiative – Live chats, written communication driving multiple diversity initiatives

LEADERSHIP

Toastmasters, Int, TME LLC, WAM

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