RaShonda Kenny
Richmond
Summary
Customer care professional with proven history of enhancing customer satisfaction and addressing inquiries efficiently. Focused on team collaboration and achieving positive outcomes, adaptable to changing needs. Skilled in communication and conflict resolution.
Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Experienced Customer Care representative brings5 + years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
17
17
years of professional experience
Work History
Customer Care Representative
T-Mobile
Richmond, Va
04.2019 - 03.2025
- Resolved customer inquiries and complaints effectively, contributing to improved satisfaction. Processed orders and managed escalated calls to ensure timely resolutions. Maintained comprehensive customer records to support ongoing service excellence.
- Achieved project milestones through effective team collaboration. Enhanced operational efficiency by streamlining processes. Drove successful outcomes by implementing best practices in project management.
Telemetry monitor Tech
Bons Secours Memorial Regional Hospital
Mechanicsville, Va
09.2016 - 07.2018
- Monitors a patient's heart activity, primarily through EKG monitoring. I interpret heart rhythms, identify abnormalities, and report any changes to the healthcare team, ensuring patient safety and aiding in diagnosis and treatment.
- Supervisor: Towanda Hatchett
- Collaborated with nursing staff to assess and respond to changes in patient conditions effectively.
- Maintained accurate records of monitored data, ensuring compliance with hospital protocols and standards.
Security officer
MCV Hospital
Richmond, Va
02.2014 - 04.2016
- Assisted in managing security operations within hospital to improve safety for staff, visitors, and patients. Supported compliance with rules and regulations to foster a secure healthcare environment. Helped build positive relationships between hospital and community through professional interactions.
- Assisted in daily operations to improve team efficiency. Supported team members in reaching project goals. Encouraged cooperation between departments to optimize workflows.
Security Officer
Allied Barton Security
Richmond, VA
04.2012 - 05.2013
- Identified and reported suspicious activities, enhancing overall safety. Documented incidents effectively to support security measures. Cultivated a welcoming environment that promotes community trust.
- Achieved timely project completion by optimizing team workflows and resource allocation. Enhanced team productivity through targeted support and mentorship. Drove successful project outcomes by aligning team efforts with organizational objectives.
Cashier
Wendy’s (MCV Campus)
Richmond, VA
02.2012 - 04.2012
- Operated cash register to process customer transactions efficiently. Prepared food and beverages to meet customer orders promptly. Assisted in maintaining cleanliness and organization of work area.
- Assisted supervisor in managing daily operations. Supported team members in achieving project goals. Contributed to maintaining a positive work environment.
Transportation Driver
New Freedom Transportation
Highland Springs, VA
02.2010 - 08.2011
- Assisted in daily transit operations by driving local routes. Recorded trip delays and monitored transportation timing.
- Assisted team members in completing daily tasks to meet project goals. Supported supervisors in maintaining workflow efficiency. Contributed to a positive work environment through collaboration and communication.
Reception Clerk
Standard Auto Sales
Richmond, VA
01.2008 - 02.2010
- Oversaw customer interactions by greeting visitors and managing telephone inquiries to ensure efficient communication. Facilitated data entry and processing of personal information and payments, contributing to streamlined account management and customer satisfaction. Developed and maintained comprehensive account spreadsheets for accurate record-keeping.
- Oversaw team activities to ensure alignment with project objectives. Collaborated with cross-functional teams to enhance workflow efficiency. Fostered a culture of accountability and continuous improvement.
Sales Associate
Macy’s, Virginia Center Commons
Richmond, VA
11.2007 - 01.2008
- Assisted customers with product selection and payment processing. Helped resolve customer inquiries and concerns. Supported team in maintaining a clean and organized sales floor.
- Assisted supervisor with daily operations and team coordination. Supported project completion by collaborating with team members. Contributed to maintaining a positive work environment.
Education
High School - undefined
Highland Springs High School
Richmond, Virginia01.2008
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Complaint handling
- Problem resolution
- Relationship building
- Customer relations
- Product knowledge
- First call resolution
- Payment processing
- Appointment scheduling
- Database research
- Time management
- Multitasking and organization
- Empathy and patience
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Phone etiquette
- Task prioritization
- Email communication
- Stress management
- Email correspondence
- Call handling
- Issue follow up
- Point-of-sale system
- Call logging
- Computer skills
- Calm under pressure
- Microsoft office
- Understanding customer needs
- Calm and professional under pressure
- Customer data confidentiality
- Call center operations
- Policies and procedures adherence
- MS office
- Call documentation
- Issue and complaint resolution
- Inbound call management
- Billing adjustments and refunds
- Data management
- De-escalation techniques
- Quality control
Timeline
Customer Care Representative
T-Mobile
04.2019 - 03.2025
Telemetry monitor Tech
Bons Secours Memorial Regional Hospital
09.2016 - 07.2018
Security officer
MCV Hospital
02.2014 - 04.2016
Security Officer
Allied Barton Security
04.2012 - 05.2013
Cashier
Wendy’s (MCV Campus)
02.2012 - 04.2012
Transportation Driver
New Freedom Transportation
02.2010 - 08.2011
Reception Clerk
Standard Auto Sales
01.2008 - 02.2010
Sales Associate
Macy’s, Virginia Center Commons
11.2007 - 01.2008
High School - undefined
Highland Springs High School