John Kane

Call Center Supervisor

Address: **** * ****** ***. *** B-26, Mesa, AZ 85204

Phone: 480-***-****

E-mail: adbi37@r.postjobfree.com

With more than 30 years practical experience with a track record of progressive advancement in the Sales, Technical, Customer Service and Hospitality industries. A Leader that achieves or exceeds company goals and sets new standards. With a commitment to lead and inspire direct reports, staff and peers through a 'lead by example' attitude, high energy, motivation and individual as well as team driven encouragement. A Manager that uses goal setting to develop staff through coaching and continuous innovation and improvement. These combined with my experience in sales script and handbook writing and my successful, though short lived, creation of a 501c3 here in Arizona I am the Service oriented, business-minded Leader to help you advance your organization's operations with exceptional service standards, product knowledge and a customer first mindset while protecting the Company assets.

Work History

2017-11

2019-12

Supervisor II

CONSUMER CELLULAR, Tempe, AZ

● Lead and develop a team of 14 agents and 1 Lead in harmony with the organizations Six Core Values.

● Perform daily tasks including call monitoring, Team Meetings and Rallies, ensure policy adherence by direct reports and staff, address any non-compliance issues, respond to requests by superiors and direct reports in a timely manner, correct any time-card/ADP issues daily and assist our customers and agents with any troubleshooting or escalation calls as necessary.

● Established and enforced clear goals to keep all employees on the same level and working collaboratively.

● Lead by Example, consistently surpassed the Site and Company average metrics, ranked in the top six teams monthly at the Site and developed and promoted 29 direct reports. 2015-05

2017-09

Maintenance/Bartender/Server - 3 Seasons

LITTLE HARBOR CLUB, Harbor Springs, MI

● Fill-in bartender, one to two shifts a week, barback duties when necessary and needed Wine steward Set up, tear down and arrangement of lunch, dinner and special event floor plans.

● Maintenance Department for opening preparation, special projects and stayed after all other service staff were released to complete button-up projects for closing and winterizing. 2013-10

2017-04

2011-06

2013-01

Bartender/Catering Server

THE POLO CLUB, Wellington, FL

● Bartender/Server for private parties, catering setup and preparation for brunch, dinner and special event floor plans with synchronized service. Restaurant Guest Service Manager

BUCA DI BEPPO, Scottsdale, AZ

● Work closely with the GM and Chef Partner exceeding restaurant goals. Assist in scheduling, invoices, line checks, inventory and ordering as well as resolving guest concerns.

● Responsible for the general operation of the restaurant as it relates to staff functions and guest relations, staff assigned tasks, addressing maintenance, repairs and security issues. 2009-11

2012-05

Trainer-Bartender-Shift Manager

EL ENCANTO DE LA FUENTES, Fountain Hills, AZ

● Greet and care for all our guests needs as well as standard restaurant closing duties. 2006-01

2009-07

Director of Operations

VOCATIONAL CAREER INSTITUTE, Phoenix, AZ

● Through implementation of best sales practices and writing a new sales script we increased enrollments from 4 a month prior to my arrival in 2006 to an average of 17 per month in the first quarter to a maximum of 26 enrollments per month during my tenure. 1999-04

2006-01

Director of Operations

ABC BARTENDING SCHOOL, Fort Lauderdale, FL

● Day to day operations, directed the hiring and development of admissions, placement and teaching staff, developed curriculum, and managed approximately 30 full-time employees across the country. 1999-08

2001-02

Supervisor-QA

THE ANSWER GROUP, Fort Lauderdale, FL

● Managed 4 teams of 25 technicians each as the department's QA Manager with weekly training. 1994-04

1999-06

Manager, Verification Department

Vacation Break USA, Fort Lauderdale, FL

● Promoted to Head the new department, directly responsible for 18 verifiers, 1 Supervisor and 1 Lead Associate in the Departmen t.

Education/Certification

CPR / AED Certified

American Heart Association - On Site

2002-05 University of Phoenix - Phoenix, AZ

Business/Technology

Approximately 80 credits completed

Skills

DOS, Windows, some Apple OS, extensive Android and iOS experience - A+, N+ and MCSE training - MS Office & ADP experience - Quality Assurance Minded - Staff Management & Development - Coaching - Strong Interpersonal skills - Strong Communication skills - Organized - Retail Industry Knowledge - Script, Manual and Handbook writing - Always Learning

Interests

COMMUNITY INVOLVEMENT

Begin Anew - Founder and active participant in the development of this 501c3 nonprofit organization whose purpose was to assist low income families gain new skills to become self supporting. Lack of 'long term' community

& political support effectively ended the organization after two years. National Alliance on Mental Illness (NAMI) - Volunteered as webmaster on the NAMI Arizona web site.

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