Customer Experience & Operations Professional

Kenneth Brite

*** ******* ****, **********, ** **078 • 770-***-****

Summary of Qualifications

Experienced professional with 10+ years in customer service, account management, and supervisory roles. Proven ability to optimize operations, resolve issues, and enhance client relationships. Skilled in partner management, process improvement, and cross-functional collaboration. Strong communicator with a track record of improving efficiency, retention, and overall performance in high-volume environments.

Experience

Lyft, Georgia, 2022 - Present

Ride-share Driver / Independent Contractor

• Provide safe and efficient transportation for over 1,300 passengers while maintaining a 5-star rating.

• Maintain a 99% safety record by adhering to all traffic regulations and performing daily vehicle inspections.

• Deliver exceptional customer service, resulting in high passenger satisfaction and positive feedback.

• Manage time effectively to meet passenger demand during peak hours, increasing efficiency and income.

• Ensure cleanliness and comfort of the vehicle, providing a welcoming environment for all riders.

Hormel, Tucker, GA 2025 - 2025

Quality Control Inspector/Heavy Machine Operator

• Conduct checks of the facility and equipment before production begins to ensure sanitation processes are acceptable and meet federal and company standards.

• Review documentation and paperwork related to label verification, weight control, and package integrity to confirm compliance with quality standards.

• Monitor the production process to identify potential issues with food safety or quality, and t taking corrective actions as necessary.

• Ensure all processed products comply with relevant federal and company food safety laws and regulations, such as HACCP and GFSI standards. Health Equity, Alpharetta, GA 2018 – 2025

Partner Services Analyst I

• Provided case support for managed clients and partners, ensuring timely issue resolution.

• Triaged cases between multiple teams, prioritizing and streamlining support requests.

• Troubleshot various issues in collaboration with SDMs to address client concerns.

• Conducted audits to identify discrepancies between clients and Health Equity systems. McKesson, Alpharetta, GA 2016 – 2017

Customer Support Analyst

• Enrolled patients in McKesson’s loyalty discount program, ensuring smooth onboarding.

• Assisted pharmacies with processing discount program claims to enhance customer experience.

• Resolved prescription claim rejections through troubleshooting and support. Convergent Outsourcing, Atlanta, GA 2004 – 2015

Customer Service Analyst

• Acted as a liaison between the company and clients, ensuring excellent service and satisfaction.

• Managed client relationships by developing account plans and delivering proposals.

• Contributed to strategic planning by providing insights and recommendations to improve customer service objectives.

• Developed and implemented action plans to optimize production, productivity, and quality standards.

Customer Service Account Manager

• Assessed and identified clients’ critical needs, ensuring tailored solutions.

• Researched and developed short- and long-term growth opportunities.

• Presented business proposals to prospective clients, driving relationship growth.

• Conducted regular business reviews with customers and suppliers to assess performance and improvements.

• Responded to client communications and assisted with escalated customer concerns. Corporate Trainer

• Conducted small-group and individual training sessions based on business needs.

• Designed and led learning enhancement programs focused on sales, customer service, and professional development.

• Assessed training needs and adjusted programs to align with business objectives.

• Created and delivered over 30 job aids for multiple departments.

• Trained 25+ employees weekly on marketing, sales, and product knowledge. Customer Service Supervisor

• Oversaw daily operations and supervised a team of customer service representatives.

• Handled escalated customer concerns, ensuring timely resolution.

• Trained and coached customer service professionals to enhance client satisfaction.

• Led a team of Client Services Associates, focusing on efficiency and quality standards.

• Managed new hire onboarding to ensure seamless integration and performance readiness. Education

Louis Fox Technical High School – Diploma, 1988

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