Customer Service Sales
Resume:
Sandy, Utah *****
********.*******@*****.***
Kimberly M. Kendell
To be a key part of the Leadership team exemplifying Customer Service. I want to
OBJ EC T I V
help facilitate excellence and employee engagement to create the most successful
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employees and in turn, the most successful company. My goal is to share my
k nowledge with my peers and instill a foundation of integrity, responsibility and
t rust among my coworkers and fellow team members.
• Proficient in Microsoft Word, Power Point and Excel
SK I L LS &
• Excellent communication and facilitation skills
AB I L I T
• Self-motivated and extremely customer service oriented
I ES
• Fast learner
• Knowledge of Union contracts, scheduling and contract adherence
RESERVAT I O NS OPER T I O NS REPRESE N TA T I V E, UN ITED
EXPER I EN
A I R L I N ES
CE
June, 2011 - present
• I work in the Operations department of the Salt Lake Contact Center. In
my current Leadership role, I work closely with the Sales Supervisors and
agents issuing reports and handling the agents’ daily schedules.
• I a lso work directly with the Operation Supervisor and Managers on many
agent issues and am often called upon to assist when there are questions
concerning accountability, reliability or attendance issues.
S A L ES SUPER V ISOR, U N I T E D A I R L I N ES
May 2013 – October 2013
• Duties include evaluations of agents, participating in team meetings with
t he agents and handling all areas of employee interaction with regard to
d iscipline, attendance and payroll. I supervised a team of 47 contact center
agents and was responsible for helping them maintain their skills and
ensuring job compliance and performance metrics were achieved.
• I maintained a higher month-over-month cumulative percentage on agents
Scorecard for the last 3 months that I took over the team. I also increased
revenue during the month of September and surpassed all B & M
Supervisors for the month during our summer Sales Contest.
SERVICE DIRECTOR, CUSTOMER SERVICE, UN ITED AIRL I NES
J une 1987 – June 2011
• Directly responsible for leading and directing CSRs at the ticket counter
and gate areas, including direct problem resolution with technical or
customer related issues. I was responsible for scheduling employee job
assignments and I handled the daily banking responsibilities, including
cash fund distribution and verifications.
• Participated in periodic station visits requested by senior management to
help resolve on-time performance goals and profitability margins. I was
able to suggest techniques to their employees to increase sales of premium
services, and it resulted in increased profitability directly to the stations.
• Worked directly as an employee scheduler. I created and implemented
schedules for both the Customer Service Representatives and Ramp Service
employee groups. I have a working knowledge of Union contracts and was
able to help achieve station goals for manpower and overtime metrics.
C US TO M ER SERV I C E I N S TR UC TOR A N D STAT I O N
T R A I N I N G COORD I N A TOR, U N I T E D A I R L I N ES
2000 – 2009
• Duties included hiring and t raining new employees on a local as well as
d ivision level. I delivered feedback to General Managers on employee
results and performance.
• Responsible for maintaining and implementing FAA mandated programs.
Worked closely with local FAA and TSA representatives.
• Developed and delivered t raining programs on a local and division level.
U N I V E RS I T Y OF U T A H
E D U CA T I O N
1983 - 1985
• General subjects including, History, English, Art and communications
• I have created Sales Presentations that I have shared in meetings with my
SP E C I A L
team that have directly resulted in higher Sales and increased profitability
D IST IN
for the company.
CT I O NS
• I have completed the Leadership Development Program for 2012 – 2013 and
participated in various Leadership activities such as DiSC, Strength
F inders and Perceptions.
• I am also currently on a committee that organizes and presents employee
recognition and rewards to the agents on a periodic basis. Activities include
l uncheons, charity drives and group participation events for the employees
a t the contact Center and remote agents in the area.
• I am currently one of 5 Relief supervisors for the Contact Center, and I am
L E A D E RS H
t he only person who is currently in a leadership role that can work both of
IP
t hese positions.
• I was asked to participate in the 2013 – 2014 Leadership Development
P rogram as a co-facilitator. So far this year I have been responsible for
scheduling and presenting monthly activities to our participants. This is a
yearlong assignment.
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• I was asked to cover the summer bid team by the Contact Center Director
and was given excellent feedback on my performance.
REFEREN R E F E R E N C ES AVA I L A B L E U P O N R E Q U ES T
C ES
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