Janel Kennedy
Gilbert,AZ
Summary
Dynamic Call Center Manager at Rite Way of Phoenix with expertise in effective call management and team development coaching. Achieved significant improvements in customer satisfaction through streamlined processes and comprehensive training programs. Skilled in conflict resolution, fostering a culture of continuous improvement, and enhancing agent performance to drive operational success.
Overview
22
22
years of professional experience
Work History
Call Center Manager
Rite Way of Phoenix
11.2022 - Current
- Developed and implemented training programs to enhance agent performance and knowledge retention.
- Streamlined call routing processes to reduce wait times and improve customer experience.
- Conducted regular performance evaluations to identify strengths and areas for improvement among staff.
- Collaborated with cross-functional teams to optimize operational workflows and resource allocation.
- Monitored call center metrics to track performance and identify trends for strategic decision-making.
- Encouraged a culture of continuous improvement through regular feedback and recognition programs.
- Trained new hires on systems, processes, and customer interaction techniques to ensure consistency.
- Fostered relationships with stakeholders to align call center objectives with company goals.
- Developed action plans based on performance data to drive improvement initiatives.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Prepared detailed reports on team performance and operational efficiency for senior management.
Lead Customer Service Representative
Plumbing & A/C Medic
11.2021 - Current
- Resolved customer inquiries through effective communication, ensuring high levels of satisfaction and retention.
- Coordinated with maintenance teams to streamline issue resolution processes, enhancing service delivery efficiency.
- Developed training materials to enhance team knowledge on products and services, improving overall customer interactions.
- Facilitated regular team meetings to discuss performance metrics and identify areas for improvement.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Established positive relationships with clients through regular follow-ups and personalized service offerings.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained staff on operating procedures and company services.
Assistant Director
Little Sunshines Playhouse and Preschool
08.2018 - 08.2021
- Developed and implemented curriculum enhancements to improve student engagement and learning outcomes.
- Facilitated professional development workshops to enhance teaching strategies and classroom management skills.
- Coordinated daily operations to ensure a safe and nurturing environment for children.
- Managed classroom schedules and resource allocation to optimize teaching effectiveness.
- Led team meetings to discuss curriculum updates, student progress, and staff concerns.
- Monitored financial expenditures and contributed to budget planning for preschool programs.
- Supported students' social and emotional development through individualized attention and resources.
- Oversaw the recruitment, hiring, and onboarding process for new educators to maintain a high-quality teaching staff.
Head Teacher
Little Sunshines Playhouse and Preschool
08.2015 - 08.2017
- Developed engaging lesson plans that aligned with early childhood education standards.
- Implemented effective classroom management strategies to foster a positive learning environment.
- Coordinated special events to enhance community engagement and family involvement.
- Conducted regular assessments to monitor student development and inform instructional practices.
- Managed classroom resources efficiently to create a stimulating learning environment.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Guided meaningful classroom discussions, encouraging students to delve deeper into subject matter and develop critical thinking skills.
- Allowed for ample outdoor discovery time in schedule each day.
- Collaborated with colleagues on interdisciplinary projects, promoting holistic understanding of various subjects among students.
Cashier
True Value
01.2014 - 08.2014
- Processed customer transactions with attention to detail and accuracy.
- Assisted in inventory management by restocking shelves and organizing products.
- Maintained cleanliness and organization of checkout area to enhance customer experience.
- Collaborated with team members to execute promotional merchandise displays effectively.
Self Employed in Home Child Care
Myself
07.2003 - 01.2014
- Collaborated with parents and staff to address student needs and promote a supportive community.
- Evaluated program effectiveness through regular assessments and feedback from educators and families.
- Established policies and procedures to maintain compliance with state regulations and accreditation standards.
- Created and maintained positive relationships with local community organizations to support preschool initiatives.
- Reviewed and approved lesson plans to align with educational standards and developmental goals.
- Streamlined communication between teachers, parents, and administrators to foster a collaborative learning environment.
- Developed and implemented individualized learning plans to enhance children's developmental growth.
- Organized engaging educational activities to promote cognitive and social skills in children.
- Implemented effective conflict resolution strategies for resolving issues among faculty members or between students.
Education
High School Diploma -
Gilbert High
Gilbert Az05-1999
Skills
- Effective call management
- Call center support expertise
- Team development coaching
- Skilled in conflict resolution escalation
Timeline
Call Center Manager
Rite Way of Phoenix
11.2022 - Current
Lead Customer Service Representative
Plumbing & A/C Medic
11.2021 - Current
Assistant Director
Little Sunshines Playhouse and Preschool
08.2018 - 08.2021
Head Teacher
Little Sunshines Playhouse and Preschool
08.2015 - 08.2017
Cashier
True Value
01.2014 - 08.2014
Self Employed in Home Child Care
Myself
07.2003 - 01.2014
High School Diploma -
Gilbert High