Customer Service Care

DANIEL J. KENNEDY

Mebane, NC 717-***-**** ***********@*******.***

Professional Summary

Customer Care and Contact Center Leader with 13+ years of experience at Rite Aid and PHEAA, specializing in team leadership, compliance, and high-volume service delivery in healthcare and financial environments. Proven success in resolving escalations, improving processes, and enhancing customer satisfaction through training, data accuracy, and regulatory alignment.

Core Competencies

Contact Center Operations • Escalation Management • FSA & HIPAA Compliance • Quality Assurance • Team Leadership • Training & Coaching • Process Improvement • Cross-Functional Collaboration • Multi-Channel Support • Salesforce • Five9 • Microsoft Office

Professional Experience

Rite Aid Corporation – Remote & Onsite Oct 2015 – Aug 2025

Customer Service Team Lead Mar 2017 – Aug 2025

Supervised and coached a 10-member team, achieving consistent gains in service quality, compliance, and productivity.

Managed creation and implementation of FSA complaint processes in Customer Care.

Oversaw manual replacement of customers damaged Rite Aid Gift Cards upon request.

Provided individualized FSA reports to customers within 24 hours upon request.

Led performance audits, training, and onboarding programs aligned with HIPAA and compliance standards.

Resolved escalations quickly and professionally, ensuring trust and accuracy.

Customer Service Representative Oct 2015 – Mar 2017

Delivered multi-channel support for account, billing, and benefit inquiries.

Consistently exceeded quality, productivity, and resolution targets.

Documented all customer interactions accurately to ensure compliance.

Pennsylvania Higher Education Assistance Agency (PHEAA) – Harrisburg, PA Jan 2011 – Oct 2015

Customer Service Representative

Assisted borrowers with sensitive financial inquiries and account documentation.

Selected as mentor and interim Team Lead for exceeding quality and service metrics.

Resolved escalations while maintaining regulatory compliance and customer satisfaction.

Education

DeSales University – Completed Two Years Coursework in Education & Theology

Bishop McDevitt High School – Diploma

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