Janell Kitchen
Houston,Texas
Summary
Experienced Supportive Team Lead with a decade of proven success in effectively leading teams. Demonstrated expertise in adhering to production schedules, resulting in consistently high productivity levels. Committed to reorganizing processes to enhance safety measures and drive efficiency. Dedicated professional striving for excellence in team performance and operational success.
Overview
5
5
years of professional experience
Work History
Senior 311 Telecommunicator
City of Houston
2021.10 - Current
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Trained new team members by relaying information on company procedures and safety requirements.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
Customer Service Representative III
City of Houston
2020.07 - 2021.10
- Provided leadership within the team by serving as a shift leader, coordinating staff activities, and offering guidance and training to volunteer staff.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Delivered accurate and comprehensive customer service responses via multiple communication channels
- Facilitated communication of City programs and initiatives to the public
- Generated and maintained various records and reports, ensuring accuracy and completeness
Client Success Specialist
Beyond Finance
2019.09 - 2020.04
- Educate potential clients on debt relief program based on prequalified financial debt analysis in high volume call center
- Use SAP for customer accounts and profiles performing data-entry
- Maintain client confidentiality and complied with all federal and state regulations
- Consult with clients on debt relief options to help resolve their financial burden
- Effectively manages schedule and customer database to ensure metrics and enrollment goals are met.
Education
Business Management
Eastern Gateway Community College
01.2023
High School
Houston, TX01.2008
Skills
- Team Leadership & Development: Skilled in leading, mentoring, and motivating teams to achieve performance goals.
- Quality Assurance: Ability to enforce and uphold quality standards in all customer interactions.
- Data Analysis: Ability to analyze data to identify trends, areas for improvement, and inform decision-making.
- MS Office Suite: Proficient in Microsoft Office tools (Word, Excel, PowerPoint) for reporting and analysis.
Affiliations
- Phi Theta Kappa
Timeline
Senior 311 Telecommunicator
City of Houston
2021.10 - Current
Customer Service Representative III
City of Houston
2020.07 - 2021.10
Client Success Specialist
Beyond Finance
2019.09 - 2020.04
Business Management
Eastern Gateway Community College
High School
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