Call Center Human Resource
Resume:
Kenyatta R. Cantey
Lithonia GA, 30058
*********@*****.***
Objective:
To obtain a position utilizing my diverse talents and skill set and extensive years of experience in multiple industry fields to become an integral piece of a company’s growth and an immediate impact on the company’s culture and dynamic.
Summary of Qualifications:
I have the ability to carry out programs under established policies and regulations, while assuming authoritative command with respect to delegation of staff. Efficiency in problem solving, decisiveness, and leadership are some of the qualities developed from my experience as a customer relations representative, departmental head and executive level positions.
Skills:
•Proficient communication ability (written and verbal)
•Background in transaction monitoring and quality analytics
•Self-motivated and solution-driven
•Exceptional priority-based organizational skillset
•Superior poise and execution under deadlines and target dates
•Expertise in helpdesk and I.T. support
•Versatile and proven call center functional background, remote or customer facing
•Strong background in administrative and clerical, accounting and bookkeeping, including, research and data management reporting
•Project and staff management coordination experience, with superlative loyalty building and team-structuring acumen
•Overal business operation management and development strategist
Technical Skills:
•All Microsoft Suites and Applications
•Rightforce
•Salesforce
•Accord
•Citrix
•SAP
•Ariel Benefits
•Ultrasite
•ServiceNow
•Jira
•Confluence
•Site Manager
•MSS
•Sharepoint
•Intelligent Desktop
•ALM
•Cisco
•SharePoint
•Fusion
•Verint
•Webex
•Any Knowledge base applications
•Sage 50 and Quickbooks
•SQL
•Easitool
•Proliant
•Adobe
•Javascript
Experience:
Lumen Technologies- Remote*contract*
June 2024 - November 2024
Dispatch Specialist
As a Dispatch Specialist, I provided temporary recovery and modification for the 2025 disptach platform of the dispatch center. I assisted the CenturyLink resource team in corrective measured maneuvering to maximize logistical consistency from the outdated model of the previous year. With daily duties of customer due date I&R support and field technician assignment, we were able to revamp scheduling fluidity across a 16 state reach, servicing over 29,000 employees. Lumen initiates cutting edge solutions of network and cloud security, while utilizing superior managed professional streamline and collaboration.
Toronto Dominion Bank - Columbia SC*contract*
March 2023 - June 2024
I.T. Operations Analyst
As a I.T. Operations Analyst, I ensure the operational stability, availability, and performance of our production application flows. I provide end-to-end application and hardware support for 15 departments, servicing over 20,000 employees. I analyze complex production concerns, operating on over 30 software problems to troubleshoot hardware and software issues, mobility and telephony concerns, and any application escalations. TD Bank has a client base of over 27.5 million customers and servicing in over 200 countries.
AMI ExpeditionaryHealthcare - Los Angeles CA*contract*
May 2021-June 2022
Logistician
As a Logistician, I established open and professional relationships with team members to facilitate time-sensitive Covid testing support. I coordinated with team leads to retrieve and track data of test samples and lateral dispatch transportation to the airport for evaluation. While ensuring supplemental material security, I conducted stringent survey-and-report of compliance and deficiency, maintaining strong inventory symmetry with regards to clinical supplies, supply request submission, and stock readjustment. In addition, I regulated service delivery to key operative platforms, in line with district requirements, while providing direct assistance to management strategy in terms of operational oversight, business development and analytics. We served the Los Angeles Unified School District, which included over 1000 schools and 600,000 students.
Hotwire Communications- Atlanta GA *contract*
January 2021-May 2021
Technical Engagement Specialist
The Technical Engagement Specialist role supported and coordinated remote duties associated with any telecommunication operation and upgrade of a particular home or business for phone, cable and internet access. I handled daily interaction with customers using outbound calling and remote computer facing to schedule technicians, installs, change orders and troubleshoot service matters, while also providing QA review to ensure all customer documentation is uploaded into their file and service orders are properly documented and closed. I engaged with clients to understand needs and develop proactive solutions of escalated concerns. Hotwire Communications owns and operates a dedicated independent fiber optic backbone in all of its core markets, which connects directly to over 1,000 communities, with over 1 million individual residents receiving services.
Bank of America- Atlanta GA *contract*
January 2020-October 2020
ATM/Debit Fraud Analyst
As a fraud analyst, the important responsibility is to investigate forgery and theft within specified accounts and monitor transactions on behalf of the financial institution. We meticulously evaluated spending patterns, discovered inconsistent transaction discrepancies and responded with the corrective measure of action within the grounds of the institution's template. Other duties included account explanation and maintenance, escalation resolution and world class client servicing to over 66 million clients.
Hewlett Packard Enterprise- Atlanta GA *contract*
April 2019-October 2019
Logistics Support Coordinator
As a logistics support coordinator my main responsibilities were being responsible for coordinating HPE/Partner onsite resources for Break-Fix events and properly handling all escalations and elevations related to part ordering and engineer scheduling. Additional activities may include, but were not limited to: proactive tech scheduling, Gantt Watching, part ordering, dispatching of installation resources as well as some reworks optimization. This support spanned over 50 countries and 30 million customers worldwide.
Sage - Atlanta GA *contract*
October 2018-February 2019
I.T. Support Analyst
As a support analyst, I assisted Sage 50 product users with accounting, payroll and human capital management and payments. I provided detailed troubleshooting for more than 7 million customers worldwide, averaging 40 service and support requests per day. Established direct support for escalation protocol, while working with 6 different software applications. Technical support included all pc and product malfunction, transaction analysis and accounting, program and data path configuration, firewall and encryption and network mapping and sharing.
The Home Depot MTC - Atlanta GA *contract*
January 2018-August 2018
Customer Care Support
As a support agent for the I.T. helpdesk, I assisted Home Depot store associates with responding and troubleshooting issues with computer system applications for all departments. My department serviced over 2000 stores, averaging 30 tickets per day, while providing escalation and documentation through 7 different software channels. Technical support included all pc software malfunction, some hardware rebuilds and resets and some firewall and encryption, while surveying the overall network performance through The Home Depot VPN.
WNS Global Services/Pennsylvania Power and Light Company - Columbia, SC
March 2017-December 2017
Lead Associate - Operations
I was responsible for account management and providing inbound customer service for a PPL electric utility client base of over 1.2 million customers. I provided payment processing assistance, assumed payment arrangement services for delinquent accounts, in addition to providing extensive outage and dispatch support. I also performed Level 2 supervisor training, administrative support and quality analytics for new agents, while being a consistent Top Ten candidate in regards to call handling, adherence to scheduling and talk time.
Transamerica/WFG - Atlanta GA *contract*
August 2016-December 2016
Coding/Licensing/Commissions/Technical Support Department Representative
Transamerica/World Financial Group provided solutions for over 17,000 producing agents and at least 11,000 more employees with anything concerning licensing and education requirements for potential agent startup, commissions and payout. I assisted with policy explanation and amount determination, coding and tech support referring to account setup, email troubleshooting and documentation location. Transamerica services over 2 million patrons worldwide.
Emerson Climate Technologies - Atlanta GA *contract*
November 2015-May 2016
Monitor Technician
I was responsible for troubleshooting any issues or concerns regarding refrigeration cases, freezer boxes and HVAC systems for a global refrigeration company that covers over 90 grocery store and restaurant chains, with over 1500 facilities worldwide. We assisted with work order submission and confirmation, password resetting and overall account management, while providing up-to-date monitoring of temperatures, compressor operation, leak prevention and network failure prevention. This provided protection from product losses totaling $30 billion annually.
Fleetcor - Atlanta GA
November 2014-March 2015 *contract*
Card Services
As a Card Services member, I was the contact point providing direct assistance with fuel management accounts for Fuelman, Kwik-Trip and Voyager gas card companies. While delivering an outstanding customer service experience, we assisted customers with product escalations, bill statement deciphering, and overall account maintenance for over 400,000 transportation companies nationwide.
Ashworth College - Atlanta GA
February 2011-November 2014
Admissions Advisor
I recruited potential students for enrollment, while being responsible for enrolling students into a nationally accredited home study consisting of diploma and degree programs. I was able to maintain a consistent Top Ten showing in at least 7 of the 11 VPR (variable personal rating) categories, including inbound and outbound enrollment statistics, as well as attendance and billing procedures. I also met and exceeded daily goals of 8 enrollments per day.
ER Solutions - Atlanta GA
March 2010-February 2011
Pepco Electric Customer Care Agent/Supervisor
I was responsible for providing excellent customer service, while ensuring customers are retained and satisfied in all concepts regarding their electricity accounts. I provide inbound customer service for a regional customer base, where I was a consistent top producer in save ratio, phone time, and schedule adherence. I processed phone and email inquiries, performed duties as a Level 1 supervisor for seasonal agents; providing agent support, training, and handling Level 1 escalations. I also monitored and managed phone, email, 3rd party order quality statistics and customer correspondence, while providing administrative support to the management team and keeping management advised of daily operations.
Allconnect - Atlanta, GA
September 2006- March 2010
Relocation Specialist/Call Center Supervisor
I confirmed nationwide energy/gas orders for over 20 Utility Firms, while assisting customers by transferring and connecting their phone, cable, and internet. I collaborated with over 15 providers such as Bellsouth, Verizon, Time Warner and others, being responsible for problem solving in escalations and collections, as well as coaching customer service reps and providing employee mentoring as a supervisor. I analyzed quality metrics for a team of 10-20 reps, while preparing the appropriate strategies geared toward higher productivity. I was also able to sustain a Top Ten finishing in my region since January 2007.
Blue Cross/ Blue Shield - Columbia, SC
July 2003- August 2006
Customer Service Representative/Supervisor
As a representative, I conducted the process, confirmation and adjustments of insurance claims and policy for local
and nationwide service. Once I moved into the position of supervisor, I managed a team of fifteen employees in the Customer Service Dept., as well as organizing the mail flow for a floor consisting of over 100 employees. I executed top-level management agenda which included extensive spreadsheet coordination of quality statistics, scheduling amendments as well as organization of one-on-one call evaluation and special projects. I organized and presided over monthly meetings, comprised of representative performance analysis, updates within the company and complete confidence building for the floor.
Education:
Fall 1998- 2002 Clark Atlanta University, Atlanta, GA
Associates of Science in Business Administration/Management
Spring 2001 Midlands Technical College, Columbia, SC
Associates of Science in Business Administration/Management (continued credit)
Contact this candidate