Summary
Overview
Work History
Education
Skills
Timeline
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Keishona Roundtree

Phoenix,AZ

Summary

Committed and professional Service Advisor with proven ability to effectively manage client inquiries, with 10+ years of active experience in providing quality service. Providing accurate advice and ensure client satisfaction. Excellent communication and problem-solving skills for providing clients with best possible service.

Overview

11
11
years of professional experience

Work History

Helpdesk Service

Centene, Superior Health Services
01.2021 - Current
  • Increased team productivity with effective communication and collaboration strategies.
  • Providing detailed information on CPT codes and billing
  • Interactions with Doctors, providers and billing experts
  • Managed a high volume of customer and providers inquiries, demonstrating excellent problem-solving skills to resolve concerns quickly.
  • Using resources effectively to breakdown benefits and billing information

Desktop Analyst

Grainger
08.2017 - 01.2021
  • Outstanding grasp of customer service principles
  • Answering 35-45 phones/emails while confirming appointments and deliveries
  • Ability to ship return and cancel product orders
  • Successfully assist with product sales
  • Deliver high-touch customer service, resolving end user system issues.

Field Service Technician

Cognizant Technology
09.2016 - 01.2018
  • Providing overall support of installations, removals, updates and relocation of hardware and software
  • Supported as many as 150 users at one time, while working 12 to 20 tickets daily
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Reviewed technical documentation to complete equipment maintenance and repair.

Customer Service

Asurion
07.2013 - 08.2016
  • Diagnose and resolve technical hardware and software issues; identifying and escalating priority issues per departmental specifications
  • Providing exceptional customer service, responding to all inbound customer calls and troubleshooting
  • Knowledge of multiple hardware platforms, operating systems including Windows 25 plus a day
  • Expert knowledge; ability to stay current with system information, changes and updates specific to networks.

Education

Associate in Arts -

Rio Salado Collage
Tempe, AZ
07.2025

Skills

  • Active Directory
  • Quest Password Reset Manager Software
  • System Admin Software
  • Troubleshooting Computer Hardware Issues
  • Windows 7 and 10
  • Windows Server 2008
  • Cisco Agent
  • Compliant De-Escalation
  • Avaya
  • Microsoft Office

Timeline

Helpdesk Service

Centene, Superior Health Services
01.2021 - Current

Desktop Analyst

Grainger
08.2017 - 01.2021

Field Service Technician

Cognizant Technology
09.2016 - 01.2018

Customer Service

Asurion
07.2013 - 08.2016

Associate in Arts -

Rio Salado Collage

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Keishona Roundtree