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Keon Hooks

2475 W Pecos Road, Apt #3083 Chandler, AZ 85224 (480) 606 -8954 Objective
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.

B.S., Computer Information Systems, Arizona State University, Tempe Expected May 2015 A.A., General Studies, Columbia College, Columbia, Missouri May 2009

Work Experience
United States Army, Criminal Investigator
Initiate criminal investigations Deescalate hostile and non-hostile situations using interpersonal skills Interrogate detainees/suspects Interview witnesses and victims Conduct crime scene examinations 02/2011-07/2013

United States Army, Arms Room Non-Commissioned Officer in Charge

Supervisor of daily operations Responsible and accountable for $3,000,000 in inventory Maintained weapons and sensitive items according to established mandates

08/2010 01/2011

United States Army, Team Leader Kandahar Afghanistan

Conducted combat training with lower level employees Led team on daily missions Provided counseling and mentoring to employees Interacted with and provided comfort to local (Afghanistan) citizens Composed and managed daily security shift schedules

07/2009 07/2010

Maintained acceptable performance standards, including effectiveness, efficiency, quality in accordance with Army standards and regulations

United States Army, Patrolman

Patrolled community housing, schools, and shopping areas Performed daily law enforcement operations


Gives information to pedestrians and motorists; Checks for any law violations; Writes citations; directs traffic and escorts convoys.

JP Morgan Chase, Telephone Banker, Phoenix AZ

Online customer assistance Handled telephone and online inquiries from customers Worked in a fast-paced, high-volume environment and structured service center environment

06/2007 - 08/2007

Multi tasked and efficiently navigated through multiple screens and systems to effectively provide customer care

Verizon Wireless, Customer Service Representative, Chandler AZ

Received inbound calls from customers Assisted customers with account activity Resolved customer complaints, returns, exchanges Conducted technical assistance Handled high volumes of inbound customer calls Proactively identify opportunities to assist customers with their situation Research and resolve any errors and inconsistencies in customer accounts Documented necessary account information and offer solutions that benefit the customer

12/2006 - 06/2007

Sprint/Nextel, Sales Consultant/Customer Service, Chandler AZ

04/2005- 10/2006

Duties include but not limited to addressing customer concerns regarding billing and products Make sound business decisions in order to provide satisfaction for customers with diverse needs Manage time while balancing quality Perform calling plan and feature changes per customer request Completed troubleshooting steps for customer accounts, phones & data products Perform week audits and tracking of employee performance and sales quotas

Skills & Strengths

Conduct individual unstructured/structured/semi-structured interviews Employ detailed field notes during investigation to help provide findings in written report Ability to handle multiple tasks simultaneously Self motivated team player with strong communications skills both verbal and written Detailed oriented, well organized and responsible Effective and accurate decision-making skills Proficient with MS Word, MS Excel, and MS Outlook Energetic work attitude Strong organizational skills and active listening skills Seasoned in conflict resolution and Sharp problem solving