Customer Service Team Leader

Khristi Harvey

Phone: 228-***-**** Email: ******@******.***

SUMMARY OF QUALIFICATIONS

Hard worker, quick learner, and ability to assume responsibility Strong interpersonal and communication skills

Effective working alone and as a cooperative team leader Reputation for excellence and high-quality service to clients Experience in delivering world class customer service, executive level escalations, training and mentoring EXPERIENCE

Amazon

Executive Driver Relations Specialist June 2021 to Present Resolving escalated matters originating from Amazon Flex Delivery Partners on a global level via escalations from front line teams, emails sent to Jeff Bezos, Andy Jassy, PR, Legal or other senior leaders within the company Analyzing root cause of driver pain points by diving deep and partnering with business teams for resolutions Escalating and repairing systemic issues to drive process improvement Amazon

SDS Recipient September 2018 June 2021

Assisting drivers with access to building and calling customer working in the logistics department. Updating and correcting geo code locations for the drivers and helping mark packages as delivered for the driver if needed. Worked for the UK and US achieving 80% and above in PRR while working in both departments Working during the peak season to answer customer and driver calls Helping place orders and cancel orders

Also working in the HBS department handling customer calls for large items Working with 3rd party carriers such as (XPO, UPS, ABF, and Polite for both US and Canada) for shipping and receiving and processing pickups and returns for items for the customers Processing refunds for orders that were already returned Processing concessions for the customer if needed

Cherokee Nation Business

Order Filler June 2015- April 2018 Gulfport, MS

Assisting troops with receiving gear that they would need for deployment and taking in the gear they used once back home. Also repairing gear for the troops when lost, stolen or needing repair Using and handle to mover objects in the warehouse from bulk to front issue locations Scanning in and serializing sapi plates that troops use to protect them while at war, sending sapi plates off when they are damaged or broken

Filing DD200 for troops and assisting with page 13s adding the gear on and removing when they are transferring or retiring from the military.

Inventory control and counting the warehouse doing a wall to wall count and making sure gear was in the proper location.

Trainer for the warehouse

Taking in uniform sheets for the troops so that we can send them to the Taylor for name sewing and rank and handing the uniforms out back to troops for wearing

Operating forklift to move inventory around the warehouse and shipments in and out ATT Mobility- Call Center

CSR/Tech Support October 2010- October 2015 Ocean Springs, MS Answering the telephone handling the cellphone accounts, adding lines, running credit checks and customers concerns and questions

Adjusting bills, rate plans, processing and tracking phone orders Making action plans for the month and meeting goals and sales for the company Remoting into devices to see if issues could be fixed Mentor for Customer Care Department training new hires how to meet and maintain the monthly numbers Accounts Receivable Clerk

Beau Rivage Resort and Casino June 2006-September 2010 Biloxi, MS Trainer for the department

Communicating with financial institutions and sending out collection notices Reconcile and bill for convention groups

Working with venders and guest about bills

Elite Services Lead

IP Hotel Casino and Spa April 2005 – May 2006 Biloxi, MS Greeting guest as they enter the reception area

Checking guest in and out of the hotel

Trainer for the department

Acting supervisor when one was not available

Ran daily reports for the department

Front desk Clerk (Rooms Controller)

Grand Casino Biloxi March 2004 – March 2005 Biloxi, MS Checking guest in and out of hotel and settling accounts Running daily reports for the hotel

Making and changing reservations

EDUCATION

Mississippi Gulf Coast Community College Gulfport, MS Associate of Applied Science Degree, December 2005

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