Customer Care Technical Support

KENDRA BURRESS

Pilgrims Knob, VA - 276-***-**** - *************@*****.***

CUSTOMER SERVICE MANAGEMENT

Accomplished, results-oriented manager with 12-year portfolio of success leading process driven operations, customer care, and technical support across diverse industries.

- Proven ability to communicate, collaborate, and negotiate effectively with professionals at all levels of an organization.

- People centric leadership, relationship-building, negotiation, communication, analytical, and problem-solving skills.

- Dedicated to identifying and leveraging opportunities to drive improvements across all areas of an operation.

- Adept at prioritizing, multi-tasking, and allocating resources in fast-paced work environments.

- Equal ability to perform autonomously, as a leader, and as a supportive team player.

- Skilled in hiring, cultivating, mentoring, training, and motivating high-performance teams.

- Technically proficient in: Adobe Connect, SharePoint, Asana, Microsoft Teams, MS Word, Excel, PowerPoint, OneNote, Salesforce, Google Sheets, Cisco, Slack

- Big-picture business strategist, with solid hands-on tactical execution skills.

- Expert problem-solver; experienced manager, polished presenter, & meeting facilitator. CORE COMPETENCIES

Customer Care Management -Hiring & Staffing -Performance Management People First Leadership -Training & Coaching –Meeting Facilitation -Best Practices -Resource Allocation -Quality Assurance -Technical Support -Reporting –Issue Resolution

PROFESSIONAL EXPERIENCE

Interapt 8/2023-

Concierge

• Accountable for the day-to-day responsibilities for the delivery of client and training for new hires.

• Created content for upcoming classes.

• Train employees on additional job positions to maintain coverage of roles.

• Assigns tasks to associates to fit skill levels and maximize team performance.

• Establishes and creates training programs to enhance employee knowledge of best practices, resulting in improved

• Customer satisfaction.

• Assisted in Work Force Management

• Collected time sheets.

• Created reports for First Call Resolution.

• Helped assist in creating knowledge-based articles and making sure they were kept up to date.

• Performed QA’s as needed.

• Worked with IT to ensure all systems were working properly.

• Installed programs via PowerShell.

Omni Interactions, Colorado Springs, CO 11/2020-9/2022 Delivery Manager

Accountable for the day-to-day responsibilities for the delivery of client content and certification of Gig Brand Ambassadors (GBA). Responsible for the supervision of LXG and LXGE’s and the processes of the certification team, which ensured our GBAs were ready to represent our client’s brands with excellence.

• Train employees on additional job positions to maintain coverage of roles.

• Assigns tasks to associates to fit skill levels and maximize team performance.

• Recruit and hire qualified Candidates to fill open positions

• Attended classes to ensure they were running smoothly and to ensure all GBA’s were grasping the material and that the LXG’s were delivering the material as instructed.

• Establishes and creates training programs to enhance employee knowledge of best practices, resulting in improved

• Customer satisfaction.

• Interview, hire, and trained new employees.

• Supervised and maintained daily and overall staff performance.

• Planned activities to support system changes to meet organizational needs and requirements.

• Oversaw QA Team.

• Created Adobe room certification classes.

• Assigned Adobe Logins.

• Ensured GBA’s are paid the correct incentives for each certification.

• Updated Asana with daily tasks.

• Created and/or approved content for upcoming classes.

• Met with clients as needed for updated material and class progress.

• Worked with IT to ensure all systems were working properly. Conduent - Florham Park, NJ 08/2019-06/2020

AppleCare Senior Advisor

Assisted customers in a busy call center environment and assisted customers that were calling in due to technical issues with their devices. I also assisted in the training of new representatives.

• Upgraded laptops/desktops, improving speed and performance.

• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and

• positive customer support.

• Installed, configured, and set up PCs over the phones and video for optimal operation and reporting.

• Assisted in technical support process refinement to improve customer service and support.

• Backed up data daily, helping alleviate lost information following malware incident. Kelly Services - Troy, MI 05/2016 - 04/2019

APPLECARE SENIOR ADVISOR

Assisted customers in a busy call center environment and assisted customers that were calling in due to technical issues with their devices. I also assisted in the training of new representatives.

• Upgraded laptops/desktops, improving speed and performance.

• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and

• positive customer support.

• Installed, configured, and set up PCs over the phones and video for optimal operation and reporting.

• Assisted in technical support process refinement to improve customer service and support.

• Backed up data daily, helping alleviate lost information following malware incident. SYKES - Tampa, FL 12/2013 - 05/2016

PROGRAM FACILITATOR/ TEAM LEAD

Managed team of Agents in delivering customer technical support; facilitated training. Monitored and reported on Agent performance, absenteeism, and attrition. Reported directly to Technical Support Coach.

• Modeled positive attitudes and choices for program participants to improve behaviors.

• Created environment focused on meeting learning targets, developing skills, and stimulating students' interests.

• Used distance learning technology to meet performance objectives.

• Uncovered issues to determine solutions and assist program participants.

• Partnered with program management on recommendations, process improvements and corrective action plans.

• Performed QA’s.

• Facilitated multiple programs.

• Opened Adobe room daily for employees.

• Answered and Assisted employees with issues they could not resolve on their own.

• Conducted team meetings and let other employees know where they stood with their stats. Food City - Grundy, VA 03 /2013-11/2013

COOK/MANAGER

Supervised and evaluated performance of 15 employees, resolved daily issues, developed menus, and delivered individual coaching. Reported directly to the Kitchen Sr. Manager

• Ordered food supplies every week to restock inventory, remaining aware of budgets.

• Helped in various capacities on the front line when restaurant was extremely busy or when employees were absent.

• Prepared recipes, menu cycles and portion sizes within restaurant budgets.

• Evaluated staff job performance, rewarded excellent work, and issued disciplinary action when appropriate.

• Supervised staff preparing and serving 150 meals per day and made sure online orders were prepared and ready for the correct pick-up time.

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