Janiro Kennedy
Aurora,CO
Summary
Detail-oriented leader with strong interpersonal communication skills and adaptability in fast-paced environments. Committed to fostering team collaboration and achieving measurable results in all operations.
Overview
13
13
years of professional experience
Work History
Contact Center Supervisor
Firstbank Of Colorado
Lakewood, Colorado
12.2024 - 06.2026
- Supervised daily operations of contact center team, ensuring high service quality.
- Resolved escalated customer issues with professionalism and empathy.
- Monitored calls, identifying opportunities for service improvement and implementing actionable insights.
- Pulled metrics and coached representatives to enhance skills across various business queues.
- Conducted performance evaluations, delivering constructive feedback to enhance representative skills.
- Set daily, weekly, and monthly goals to meet organizational work objectives.
- Led team meetings, sharing performance updates and aligning team on objectives for better outcomes.
- Identified outages and facilitated communication regarding issues, ensuring adherence to protocols.
Customer Service Sr Specialist
Firstbank Of Colorado
Lakewood, Colorado
02.2021 - 12.2024
- Provided accurate support for general and complex inquiries regarding FirstBank products and services.
- Maintained comprehensive knowledge of FirstBank offerings to enhance customer assistance.
- Processed password resets and approved card activation requests to enhance customer access to services.
- Guided contact center representatives to assist supervisors and enhance overall team effectiveness.
- Assessed fraud risk for high-risk transactions, including cash withdrawal limits and mobile deposit increases.
- Conducted maintenance verifications and reviewed reports to uphold compliance with audit standards.
Customer Service Lead
Firstbank Of Colorado
Lakewood, Colorado
07.2020 - 02.2021
- Resolved complex issues, providing timely solutions that improved customer satisfaction.
- Mentored junior staff, enhancing their understanding of company policies, products, and services.
- Supported customer service manager in resolving complaints during department staffing shortages.
Senior Customer Service Representative
Firstbank of Colorado
Lakewood, Colorado
05.2020 - 07.2020
- Resolved customer issues through research and follow-up, enhancing customer satisfaction.
- Met individual and departmental service level objectives, ensuring compliance with quality assurance metrics and attendance standards.
- Collaborated with team members on daily tasks, fostering a supportive and productive work environment.
Customer Service Representative
Firstbank Of Colorado
Lakewood, Colorado
08.2017 - 05.2020
- Assisted with account inquiries and processed transactions, resolving disputes and facilitating transfers to enhance customer experience.
- Provided support for payment processing and resolved transaction-related issues, contributing to improved customer satisfaction.
- Reviewed accounts for fraudulent activity, enabling prompt identification and resolution to mitigate risks.
Bank Teller/New Accounts Representative
Firstbank Of Colorado
Lakewood, Colorado
11.2016 - 08.2017
- Executed account openings and closures, aligning services with customer needs.
- Facilitated daily banking activities for customers, enhancing transaction efficiency.
- Conducted cash handling and organized reports, supporting management decision-making.
General Manager
Good Times Burgers & Frozen Custard
Lafayette, Colorado
01.2013 - 10.2016
- Led hiring and training initiatives, fostering cohesive teams aligned with business goals.
- Oversaw restaurant operations, streamlining scheduling and inventory management for optimal efficiency.
- Managed bank deposits, ensuring financial accuracy and accountability in daily operations.
- Reviewed payroll time punches for accuracy and compliance with regulations.
- Maintained cleanliness of facilities and grounds to ensure a welcoming environment.
Education
High School Diploma -
Front Range Academy
Broomfield, CO05-2010
Some College (No Degree) - Reading Comprehension And English
Front Range Community College
Westminster, COSkills
- Call monitoring and quality assurance
- Performance metrics analysis
- Customer escalation resolution
- Team leadership and performance evaluation
- Detail orientation
- Interpersonal communication
- Adaptability in fast-paced environments
- Physical stamina for lifting and carrying up to 80lbs
- Ability to stand and walk on concrete for extended hours
- Bending and lifting for stocking shelves at various heights
- Efficiency working in different extreme weather/temperature conditions
Timeline
Contact Center Supervisor
Firstbank Of Colorado
12.2024 - 06.2026
Customer Service Sr Specialist
Firstbank Of Colorado
02.2021 - 12.2024
Customer Service Lead
Firstbank Of Colorado
07.2020 - 02.2021
Senior Customer Service Representative
Firstbank of Colorado
05.2020 - 07.2020
Customer Service Representative
Firstbank Of Colorado
08.2017 - 05.2020
Bank Teller/New Accounts Representative
Firstbank Of Colorado
11.2016 - 08.2017
General Manager
Good Times Burgers & Frozen Custard
01.2013 - 10.2016
High School Diploma -
Front Range Academy
Some College (No Degree) - Reading Comprehension And English
Front Range Community College