Brenda Kennedy

Implemented quality assurance processes, ensuring consistent adherence to company policies and procedures across the team.

• Increased first call resolution rates through thorough agent training and support.
• Collaborate with Workforce Management (WFM) for scheduling and forecasting needs to maintain optimal staffing levels throughout various shifts and peak periods.
• Enhanced customer satisfaction by efficiently resolving escalated issues and providing timely solutions.
• Boosted employee morale and retention by fostering a positive work environment through open communication and constructive feedback.
• Championed the adoption of new technology tools that streamlined daily tasks for both agents and supervisors alike.
• Monitored Key Performance Indicators (KPI's) metrics to track and evaluate individual and team performance, driving continuous improvement.
• Served as a subject matter expert and point of escalation for complex customer issues, providing guidance to agents when needed.
• Supervised team of 25-30 US based agents servicing defaulted Student Loans

• Increased sales revenue by developing and implementing effective sales strategies.
• Built long-lasting client relationships through excellent customer service and consistent followups.
• Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
• Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
• Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
• Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
• Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
• Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
• Attended industry events and conventions to expain sales opportunities.
• Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.

• Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
• Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
• Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
• Formulated policies and procedures to streamline operations.
• Implemented operational strategies and effectively built customer and employee loyalty.
• Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
• Managed budget implementations, employee evaluations, and contract details.