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Roweena Kennedy
Looking for a jobDrive Live Escalations
Customer service specialist at HeadQuarters resolving merchant escalations and helping merchants navigate self-service portals.
United StatesDrive Live Escalations at HeadQuarters
Experience
Drive Live Escalations
Reviewing 12 to 30 cases daily to determine the best resolution for all parties involved. Cross-checking with Knowledge Base and Workfrom Tool, and escalating orders over $200 for approval.
Case ManagementKnowledge BaseEscalation HandlingMerchantPortalDoorDashMetricsQA
Market Quality Analyst
Reviewed potential Dasher accounts for fraudulent activity during onboarding. Cross-checked with Checkr and deactivated non-active accounts while distinguishing good actors from bad actors.
Fraud DetectionCheckrAccount ReviewsAttention To Detail
Service Coordinator/Dispatcher
Handled inbound/outbound calls to technicians for HVAC/Plumbing emergency calls. Managed PM monthly/quarterly work orders for AT&T/Cricket using Database and Corrigo systems.
DispatchHVACPlumbingCorrigoWork Order ManagementAT&TCricket
Dispatcher
Dispatched drivers through web-based systems Telogis and Racetrack to sites across nine states. Coordinated with site managers and managed 500 to 1000 orders daily for hospice care.
DispatchTelogisRacetrackLogisticsCoordinationHospice Care
Case Manager
Handled inbound/outbound calls from Airbnb users regarding reservations and escalated issues. Mediated between guests and hosts to reach mutual resolutions based on documentation.
Customer ServiceEscalation HandlingMediationAirbnbMultitasking
Education
University of Phoenix
Associate of Arts in Criminal Justice from the University of Phoenix, completed from 2016 to 2018.
Associate of Arts in Criminal Justice from the University of Phoenix, completed from 2016 to 2018.
St. Francis DeSales High School
High school diploma from St. Francis DeSales High School.