Client Experience Customer Support

Justin Kennedy

Royston, GA *****

****************@*****.***

+1-706-***-****

Professional Summary

Over 7 years of experience cultivating, improving, and teaching Lean management principles including 5S, Mindsets/Behaviors and Six Sigma concepts at The innovation and learning centers of McKinsey and Company. Mentored teams and clients on how to create real long-lasting change in their working environment by the use of workshops and training seminars. Skilled at building high performing teams in rapidly changing environments vast knowledge of creating and understanding standard operating procedures as well as process confirmations to ensure tasks are done not only promptly but Right First Time. I created multiple different positions and roles during my tenure for ensuring to help fill any gaps within our company.

Being our production and technology coordinator I was in charge of all technology equipment and inventory. I also built and was charge our live stream offerings, which allowed us to reach an untapped market for to enhance client experience. I not only gave direction, built the A/V setups, ran OBS and created all our scenes.

Being a team, asset coordinator I was in charge of training and mentoring my team not only in our technology and assets. I was also in charge of their knowledge in their many different roles to enhance the clients immersive experience. Duties also included ensuring all our manufacturing assets were well maintained

I have a total of 11 years of customer support/client experience with over 15 years of IT experience, software development and training. Developing client service protocols and effectively led cross- functional teams to launch new products and services. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Uber Driver

Uber-Athens, GA

November 2024 to Present

Operations Manager

Hampton by Hilton-Hartwell, GA

May 2024 to Present

Evening manager

Food Lion-Georgia

August 2023 to March 2024

1. I was able to establish a new relationship with a vender. 2. I helped organize and set up a 5s system in the stock room 3. I was vital in ensuring the floor was stocked with its high hitting items the next morning Jr Program Delivery Analyst

McKinsey & Company's Innovation and Learning Centers-Atlanta, GA June 2021 to May 2023

• In 3 months, increased program revenue by 28% through coordination of deliverables and processes.

• I am 5S and 6Sigma trained creating process confirmations, standard operating procedures, Kamishibai card and start up and shut down checklists.

• Created a passion project for our operators which allowed our team to show what parts of their job they would like to invest their time in the most. Allowing us to view what drove our team the most to help create even high standards.

Technology, Asset, Maintenance, Production Coordinator and Lead Operator McKinsey & Company's Innovation and Learning Center-Atlanta, GA January 2016 to June 2022

Technology Coordinator

• Created a list documenting and keeping up with our technology as well as any assets. This allowed us to keep track of regular updates as well as any possible issues that could occur. Technology/Asset/Maintenance Coordinator

• I established our facility with the concept of preventive maintenance. This created a new standard in the facility and allowed a 55% decrease in issues when clients were present.

• Helped create and maintain the new standard using MaintainX to not only streamline work orders for repairs but to help get ahead of any possible failures by replacing and fixing items before they fail.

• Taught and mentored everyone else in the facility on how to properly use and maintain the assets on the manufacturing line.

Production and Live Stream Coordinator

• Designed tutorials, walkthroughs, and informational videos to allow clients to get a better understanding and scope of what we offered. I also created our online streaming service which along with our videos increased our revenue over 35% over one year.

As a Lead Operator

• I Created multiple roles for myself to fill gaps during my tenure. Helped create and standardize our facility and learning experience to their current highest standards. Assistant Production Manager and Video Editor

Floyd County Productions-Atlanta, GA

January 2010 to November 2015

Assistant Production Manager

• Helped maintain the server and fix any issues.

• Helped run and maintain the facility to help ensure production were always on time. Video Editor

• Increased efficiency and quality of video editing projects by 25% within 12 weeks.

• Became the lead on content continuity ensuring that there were no scenes that contained any mistakes. Lead Concierge and Specialist. Apple Genius and Trainer Apple Inc.-Atlanta, GA

January 2006 to January 2010

Lead Concierge

• Great customer service and crowd control which also created less wait time for clients needing support or help.

Lead Specialist

• Was asked to join the sales floor to talk to customers after my first 2 hours of training. One to One Trainer

• Received very high customer feedback and positive reviews Apple Genius

• Had the ability to turn on, back up and repair technology other technicians could not do or gave up during their attempt. Received high customer feedback and positive reviews. Education

Production (Associates)

Atlanta College of Art and Design-Atlanta, Ga, US

January 2006 to June 2009

Associate's degree

Bachelor's degree

Some college

Skills

• Swimming

• Mobile devices

• Android

• Employee relations

• Standard Operating Procedures and Process

confirmation

• Teamwork

• Continuous integration

• Hand tools

• Adobe Premiere Pro

• Generative AI (2 years)

• Live-in employment

• SEO

• Photography

• Project management

• Final Cut Pro

• Distribution center

• Operating systems

• Mentoring

• Data analysis skills

• macOS

• Computer literacy

• Moving

• Retail sales transactions

• Staff training

• Technical Proficiency

• Corporate video editing

• CRM software

• Retail sales

• AI (2 years)

• Logistics

• Dropbox

• Adhering to traffic regulations

• Compliance management

• Social media management

• Executive administrative support

• Sales

• Visual storytelling (8 years)

• Heavy lifting

• Social listening

• Quality control

• Six Sigma

• Continuous improvement

• Computer operation

• Client email correspondence

• Climbing

• ERP systems

• DSLR cameras

• Tableau

• Software installation

• Hardware support

• Software deployment

• Budgeting

• Grocery store

• VLAN

• Storyboarding

• Equipment installation

• Profit & Loss statement

• Client interaction via phone calls

• Cash handling

• Accounts payable management

• Control Room Specialist

• Pre-sales

• Project Management

• Communication

• Program Delivery

• Hiking

• Medical terminology

• Remote technical support

• Driving

• Analysis skills

• Power tools

• Kaizen

• Interpersonal skills

• Smartphone cameras (10+ years)

• Change management

• Order entry

• Adobe Photoshop

• Hiring

• Creativity

• Food safety management

• Property maintenance

• Key Performance Indicators

• Video Production

• Content management systems

• Lean

• Customer retention

• Scrum

• Graphic design

• Leadership

• Photography gear

• Adobe Illustrator

• Office management

• CAD software

• Teleconferencing audio systems setup

• Outdoor work

• Google Drive

• Problem Solving and Root

Cause Problem Solving

• Problem-solving

• Typing

• Data entry

• Accounting

• Accounts receivable management

• Teaching/Mentoring

• Facility Management

• Freight

• Cabling

• Sales reporting

• 5's and standardization

• 5's and 6Sigma Trained

• 5S

• Agile

• Door-to-door

• Senior leadership

• Customer communication

• Staff scheduling

• Maintenance Coordinator

• Teaching

• PLC Knowledge

• Achieving sales targets

• Attention to detail

• Logistics inventory management

• Inventory management

• Computer skills

• Training & development (3 years)

• Office experience

• Productivity software

• Hospitality (4 years)

• Hotel experience (1 year)

• Mechanical knowledge

• Research

• Clerical experience

• Software testing

• Video editing

• Cross-functional collaboration

• Customer relationship building

• Project leadership

• Equalization (EQ)

• Visual media saturation adjustment

• Product demos

• Food service management

• User Interface (UI)

• Microsoft Outlook

• Visual merchandising

• Financial operations management

• Video/

Audio Editing

• Digital color correction

• Technical sales

• Merchandising display arrangement

• Analytics

• Regulatory compliance

• Production planning

• Firmware

• Photo editing

• Quality systems (2 years)

• Mechanic experience

• Operations management

• QuickBooks Online

• Basic Engineering Skills

• Planograms

• Root cause analysis

• Packaging

• Production

Management

• Recruiting

• Network troubleshooting

• Back-end development

• On-time delivery targets (5 years)

• POS systems

• AV system installation

• Food safety

• DaVinci Resolve (3 years)

• Staff supervision

• Relationship building

• Restaurant experience

• Janitorial experience

• Bookkeeping

• Process Improvement

• Content creation

• Food industry

• Travel planning

• Leadership and Team Building

• Communication platforms

• Color correction editing

• Quality assurance (1 year)

• Website management

• Marketing management

• Microsoft Word (8 years)

• Machine Learning

• Relationship management

• Food handling

• Marketing

• Writing skills

• Vulnerability management

• Usability

• Audio and Video Engineering

• Procurement

• Google Suite (10+ years)

• Workplace health and safety regulatory compliance

• Telecommunication

• Traveling

• Assembly

• Record keeping

• E-commerce (2 years)

• Social media platforms

• Expense management

• Account management

• IT support

• Deposits

• Inventory turnover analysis

• Canvassing

• Profit and loss analysis

• Delivery driver experience (3 years)

• Web development

• Building streaming

setups

• Microsoft Powerpoint (8 years)

• Merchandising

• Team development (5 years)

• Lean Management

• Customer service

• Supervising experience

• Frontline customer support management

• Sales analysis

• Search engines

• Audio and Video

Editing

• Phone etiquette

• Guest relations

• Staff development

• Microsoft Publisher

• Production assistant experience

• Hospitality management (1 year)

• Sales strategy

• Front desk

• Performance management

• Zoom

• Low voltage

• Scheduling

• Workplace ergonomics

• Editing (10+ years)

• Slack

• Web accessibility

• Front-end development

• GPS

• Team management

• Security

• Filmmaking equipment

• Childcare

• Technical customer support solution

• Cross-selling

• Conflict management

• Ethernet

• Presentation skills (5 years)

• Manufacturing facility

• ChatGPT (3 years)

• Theater

• Blueprint reading

• Data Analysis

• IT

• QuickBooks

• Adobe After Effects

• Windows

• Visual media primary color correction

• Quality management (Less than 1 year)

• Product management

• Classroom experience

• Motion graphics

• Equipment troubleshooting

• Software troubleshooting

• Negotiation

• Grammar Experience

• Adobe Premiere

• Photo manipulation

• Machine learning

• Advertisement video editing

• Fact checking

• Computer hardware

Certifications and Licenses

AED Certification

Lean Six Sigma Green Belt

CPR Certification

Contact this candidate