Janel Kennedy
Gilbert,Az
Summary
Dynamic Call Center Manager with a proven track record at Rite Way of Phoenix, excelling in customer satisfaction strategies and team leadership. Expert in data analysis and performance optimization, I successfully enhanced service delivery and resolved complex issues, fostering a high-performing environment that consistently met KPIs and elevated customer experiences.
Overview
12
12
years of professional experience
Work History
Call Center Manager
Rite Way of Phoenix
Gilbert, Arizona
11.2022 - Current
- Managed daily operations of call center team to ensure effective service delivery.
- Trained and mentored staff on customer service best practices and company policies.
- Developed and implemented strategies to enhance customer satisfaction and retention.
- Oversaw scheduling and staffing to meet peak call volume demands effectively.
- Analyzed call metrics to identify trends and improve team performance regularly.
Lead CSR
Plumbing & A/C Medic
Gilbert, Arizona
11.2022 - Current
- Supervised daily operations of customer service team for plumbing and HVAC services.
- Trained staff on effective communication techniques and customer engagement strategies.
- Resolved complex customer inquiries related to plumbing and air conditioning services.
- Trained new customer service representatives on company policies and procedures.
- Managed workflow efficiently within a fast-paced environment while maintaining high standards of accuracy and quality control.
- Assisted in the development and implementation of customer service policies and procedures.
- Handled escalated customer complaints with professionalism and empathy.
Assistant Director
Little Sunshine's Playhouse & Preschool
gilbertt, az
08.2018 - 08.2021
- Coordinated daily operations for early childhood education programs and activities.
- Developed curriculum plans tailored to children's developmental needs and interests.
- Managed staff schedules to ensure optimal classroom coverage and support.
- Facilitated parent communication through meetings and newsletters to enhance engagement.
- Oversaw compliance with licensing regulations for health and safety standards.
- Implemented training sessions for staff on child development best practices.
- Managed daily workflow of personnel by assigning tasks, tracking progress and providing assistance when needed.
- Coordinated financial activities, budgeting and forecasting for assigned departments.
Head Teacher
Little Sunshine's Playhouse & Preschool
Gilbert, Arizona
08.2015 - 08.2017
- Developed engaging lesson plans for diverse age groups.
- Supervised classroom activities and ensured safety protocols.
- Mentored staff on early childhood education best practices.
- Conducted assessments to evaluate student development and learning outcomes.
- Facilitated professional development workshops for teaching staff.
- Monitored student progress on an ongoing basis and provided feedback to parents regarding academic performance.
- Implemented hands-on, play-based strategies for experiential learning.
Cashier
True Value Hardware Store
Gilbert, Arizona
01.2014 - 05.2014
- Processed customer transactions efficiently at True Value Hardware Store.
- Maintained cash register accuracy during busy retail hours.
- Assisted customers in locating products and offered knowledgeable recommendations.
- Managed inventory levels and organized stock displays effectively.
- Handled customer inquiries and resolved issues with professionalism.
Education
High School Diploma -
Gilbert High School
Gilbert, AZ05-1999
Skills
- Data analysis
- Customer relationship management
- Product knowledge
- Territory management
- Sales pitch development
- Verbal communication
- Objection management
- Sales software proficiency
- Setting goals
- Call center operations
- Staff training
- Performance analysis
- Scheduling management
- Quality assurance
- Customer satisfaction strategy
- Issue resolution
- Workflow optimization
- Team building
- Strong leadership
- Escalation handling
- KPI tracking
- Call routing
- Employee engagement
- Call center customer service
References
References available upon request.
Timeline
Call Center Manager
Rite Way of Phoenix
11.2022 - Current
Lead CSR
Plumbing & A/C Medic
11.2022 - Current
Assistant Director
Little Sunshine's Playhouse & Preschool
08.2018 - 08.2021
Head Teacher
Little Sunshine's Playhouse & Preschool
08.2015 - 08.2017
Cashier
True Value Hardware Store
01.2014 - 05.2014
High School Diploma -
Gilbert High School