Keundria Morgan

KEUNDRIA MORGAN CONTACT Address : Houston TX Phone :- Email :- SKILLS • Expert Microsoft Office (Excel) | Salesforce | 70 WPM/11,000 KPH | Customer Relations Management (CRM) • Compiling Data • Project Management • Database Analysis • Organizational Leadership • Ticket Tracking • Lean Methodology PROFESSIONAL SUMMARY Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. WORK HISTORY Support Specialist, 01/2017 to Current FedEx Services • Manage multiple systems, for example, Salesforce, Oracle, Microsoft Suite, and Google simultaneously to meet daily goals, while acting as first contact resolver to the customer experience and customer call quality that average over 20+ calls daily • Generate reports on customer call escalations using Excel to conduct trend analysis of customer satisfaction, identifying areas of improvement to optimize service retention that results in 20% overall improvement within 6-months • Respond to an average of 80-100 customer email inquiries per day from clients with internationally diverse backgrounds on complex shipment issues regarding transactions, shipment locations, and international customs requirements. • Analyzed customer service trends to discover areas of opportunity and provide feedback to management. • Reduced process inconsistencies and effectively trained team members on best practices and protocols. • Enhanced productivity levels by anticipating needs and delivering outstanding support. • Cross-trained and provided backup support for organizational leadership. • Increased efficiency and team productivity by promoting operational best practices. Customer Service Manager, 02/2016 to 12/2016 Restaurant Depot • Evaluated cashier performances, presenting recommendations to increase processing of customer goods, by doing so, causing increase revenue gains for over 8-months • Collaborated with senior management on multiple functions including representative success and customer feedback, increasing the average customer satisfaction rate from 50% to 75% per cashier over 5-months • Frequently monitored customer withdraws that ranged from $100 to $12,000 within a single transaction and reported any discrepancies to the assistant store manager that were classified as “big transactions”. • Collaborated with upper management to improve customer service processes and support structures company-wide. • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques. • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes. • Kept accurate records to document customer service actions and discussions. • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags. EDUCATION BS : Liberal Arts Texas Southern University - Houston, TX GPA: 3.2, Honors Program, Dean's Honors List MS : Liberal Arts Hinds Community College - Raymond GPA: 3.0, Organizations: Association Student Government