Henry Kennard
Roselle Park,NJ
Summary
Adaptable problem solver concentrating on sales operations, customer relationship management, and business strategy. Customer focused team player specializing in using data to optimize operational efficiency and program design, a proven track record of implementing systems designed to drive business growth.
Overview
11
11
years of professional experience
Work History
General Manager & Senior Coach
Brooklyn Bridge Fencing Club
2018.05 - 2023.10
- Delivered superior customer experience through consistent communication and top of industry instruction resulting in being recognized by National Fencing Club Rankings as one of the top 10 fencing clubs in the nation in 2018
- Managed pipeline of new clients in sales process from onboarding to invoicing and providing continued support throughout their membership cycle
- Created custom variables on CRM ZenPlanner to track and analyze client performance, leading to average of 20% increased participation each year for past 5 years
- Engaged with clients daily via phone call, email, Zoom or in person meeting to discuss their performance and create tailored plan based on their goals
- Efficiently managed business operations including scheduling, billing, payroll, external communication and policy
- Expertly used Excel to create customized financial reports and analyzed data to drive sales increasing revenue from $300 thousand in 2016 to $1 million in 2023
- Identified pain points in customer experience to streamline daily operations and increase efficiency
- Forecasted business needs and improved products based on sales data, customer feedback, and industry trends
Customer Service Lead, Sales Operations
Luggage Free
2015.02 - 2018.05
- Assisted clients throughout sales process, from placing orders to final delivery and invoicing
- Proposed multiple improvements to proprietary CRM to increase accountability
- Built trust with clients through industry expertise and consistently positive outcomes resulting in over 3000 5 star reviews on Trustpilot
- Consistently recognized as top customer service rep
- Created shared Google Sheet for sales and operations teams that prevented delays and helped fulfill company on time guarantee
- Developed system to help customers submit required documentation allowing for 24/7 international operation
- Rapidly handled all lost and damaged bag claims, refunds and complaints
- Reconciled carrier charges, reclaiming overages and minimizing cost
Senior Foil Coach
Brooklyn Bridge Fencing Club
2014.09 - 2018.05
Foil Coach
Brooklyn Bridge Fencing Club
2013.03 - 2014.09
Education
Bachelor of Arts - Sociology
St. John's University
Queens, New York05.2008
Skills
- Pipeline management
- Data analysis
- Financial reporting
- Client relationship management
- Business development and planning
- Process administration and optimization
- Excel expert
- Problem Solving
- Adaptability
- Team player
Timeline
General Manager & Senior Coach
Brooklyn Bridge Fencing Club
2018.05 - 2023.10
Customer Service Lead, Sales Operations
Luggage Free
2015.02 - 2018.05
Senior Foil Coach
Brooklyn Bridge Fencing Club
2014.09 - 2018.05
Foil Coach
Brooklyn Bridge Fencing Club
2013.03 - 2014.09
Bachelor of Arts - Sociology
St. John's University
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