KASI HENRY

7010 Southmoor St. Ste 1415, Hanover, MD 21076 l ( C) 501- 993- 1637 l
Knhenry1@ualr.edu

Professional Summary
Provided exceptional customer service and technical support for customers throughout my
career. I am a team player but I am also a leader. I helped manage my mothers properties
throughout the years by collecting rent from tenants, writing receipts, addressing tenants
that were delinquent, and showing properties to potential tenants.

Skills

Exceptional oral and written communication skills

Sales techniques

Good judgment
Customer Service focused
Adaptable
Complex problem solving
MS Office proficiency
Organizational and time management skills

Work History

Application Reporting Analyst

Current

03/ 2016-

Agora- Publishing Services Baltimore, MD

Primary Responsibilities

Reporting -Quality control request standards, KPI trends,number of new requests/solved requests,
average acceptance/resolution time, top active organizations ,CSAT, and leverage reporting services for SLA
evaluation and agent performance

I monitor customer contacts and transactions, evaluating and documenting employee customer
service performance as compared to departmental standards through a ticketing system.

I analyze the transcripts between customers and technicians to find areas for improvement

I ensure that technicians provide the utmost customer service to our customers

Techinical Coordinatior II
02 / 2016

04/ 2010

Verizon Wireless- Little Rock, AR

Provided exceptional customer service and technical support for internal and
external voice and data product customers
Troubleshoot hardware and software issues and identify network/applications issues
Provide detailed information on how to set up/ configure data and voice products
Verify provisioning and diagnose device or network issues
Trouble shoot for PC Operating systems, specifically Device Manger and TCP/IP
configuration
Use various administrative department tools and on-line resources for customer
resolution.
Use trouble ticket systems for tracking customer interactions and problem resolution
Evaluate customers concerns and resolve problems to customer satisfaction
Demonstrates and practices regularly the skills necessary to handle any CS and/or
call type that is satisfaction
Found solutions for customer complaints
I employed tactics to de-escalate irate customers
I consistently evaluated other products and services that were offered by other
service providers in the wireless market to help customers make the best decision.

Outsourced Technician
04/ 2009

12/ 2008

Sitel Comcast Cable Memphis, TN

Provided technical service with common and uncommon problems with primarily
receivers and other Comcast Cable devices

Wells Fargo Home Mortgage

08/2008

03 /2007

Ict Group- Conway, AR

Assisted Wells Fargo customers with delinquent accounts

Utilized a tool to determines the debt to income ratio for customers to determine
what would be the best plan to aid in in the delinquency on their account.
Created repayment plans, promise to pays, and loan modification plans
De-escalated irate customers
Worked as a team player by being a resource for my peers during times when they
had questions

Education
Bachelor of Arts: Applied Communications
Current
University of Arkansas Little Rock, AR

Emphasis in Speech Communications and Crisis Communications

Seminar on Marketing and Sales Management

Certifications
A+ Certification

Interest

Reading, Sewing, and Cooking

, Hanover, MD 21076 | (H) 501-993-1637 | (C) 5019931637 | Knhenry1@ualr.edu