John Kennelly
Saginaw,MI
Summary
Results-driven professional with extensive experience in customer service and issue resolution at Scott Medical Equipment. Demonstrated ability to enhance client satisfaction through effective communication and crisis management. Proficient in equipment maintenance and data collection, consistently achieving high standards in delivery and service quality. Previous roles include lead technician at ABA Pathways and assistant manager at Jack's Fruit and Meat Market.
Overview
7
7
years of professional experience
Work History
Delivery Driver/Customer Service Representative
Scott Medical Equipment
Saginaw, MI
11.2023 - Current
- I went to the homes of various patients to perform minor repairs or drop off/pick up DME from wheelchairs, power scooters, power lift chairs, oxygen equipment, hospital beds, and various other forms of DME provided by Scott Medical Equipment LLC.
- I acted as a warehouse worker at times as well. I was in charge of the overall upkeep and cleanliness of the entire warehouse, as well as maintaining and repairing DME retrieved from patients.
- Occasionally asked to go out and diagnose issues with power wheelchairs and scooters if needed.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained vehicle cleanliness and performed routine maintenance checks.
- Communicated with dispatch for updates on delivery status or route changes.
- Assisted customers with inquiries regarding delivery timelines and procedures.
- Followed safety protocols to ensure secure transportation of goods.
- Documented delivery confirmations and collected signatures upon package receipt.
- Collaborated with team members to optimize delivery routes and efficiency.
- Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
- Navigated routes with relevant map programs and GPS systems.
- Drove safely in all weather conditions including rain, snow, sleet, ice.
- Received daily delivery instructions and route assignments from dispatch.
- Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
- Notified customers of delays to decrease calls to support.
- Loaded and unloaded goods ensuring proper handling during transport.
- Performed pre-trip inspections of delivery vehicle according to company guidelines.
- Ensured accurate completion of all paperwork associated with deliveries.
- Maintained accurate records of goods delivered and collected payments as required.
- Assisted warehouse personnel in packing orders when necessary.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Lead/Registered Behavior Technician
ABA Pathways LLC.
Saginaw, MI
10.2021 - 10.2023
- Developed and implemented behavior intervention plans, monitored progress, and made adjustments as needed.
- Provided direct instruction and guidance to individuals with Autism Spectrum Disorder in accordance with their treatment plans.
- Delivered Applied Behavior Analysis services to clients in both home and school settings.
- Tracked data on client behaviors using a variety of methods including but not limited to ABC charts, frequency counts, duration recording, interval recording.
- Assisted in the development of social skills curricula by designing activities that are tailored to the needs of each client.
- Collaborated closely with other team members such as BCBAs, parents, caregivers, teachers, therapists to ensure consistency across all environments.
- Maintained accurate records of client progress including daily notes, session summaries and other reports as required by supervisor.
- Attended regular staff meetings and trainings related to ABA principles and techniques.
- Implemented positive reinforcement strategies when teaching new skills or reducing problem behaviors.
- Instructed clients in basic self-help skills such as toileting, dressing, grooming and eating.
- Assisted clients with communication challenges through the use of visual supports or augmentative devices.
- Facilitated leisure activities that promote socialization among clients while reinforcing newly acquired skills.
- Observed client interactions within their natural environment in order to identify potential triggers for problem behaviors.
- Supported BCBAs with research projects related to evidence-based practices for children with ASD.
- Engaged parents and caregivers throughout treatment process by providing ongoing feedback about progress being made towards goals set forth in treatment plan.
- Collected and analyzed data and monitored progress and efficacy of individualized treatment plans.
- Exercised confidentiality and discretion to maintain HIPAA requirements.
- Assisted with building life and social skills useful for everyday activities and interactions.
- Applied proven strategies to positively affect client behaviors.
- Encouraged patients to develop interpersonal skills and engage in social interactions or other therapeutic activities.
Assistant Store Manager
Jacks Fruit Market
Saginaw, MI
08.2019 - 10.2021
- Maintained neat, safe and orderly workspace to prevent accidents and injuries
- Followed proper stock rotation procedures to minimize obsolescence and remove out of date items from sales floor
- Received incoming product deliveries and relocated to storage shelves, coolers or bins
- Lifted materials of varied weights on regular basis
- Assisted customers by locating items and loading heavy purchases in vehicles
- Moved and rebuilt shelves, racks and displays to increase visibility of merchandise
- Ensured no damaged or expired items were placed on shelves
- Stocked shelves with items making sure items were not outdated and brought forward
- Updated signage to reflect new pricing or temporary promotional strategies to increase sales
- Kept work areas clean, neat and organized for optimal productivity and worker safety
- Carried out duties within fast-paced retail environment, providing organized stocking methods and plans
- Communicated effectively with members of public in often crowded and noisy environments
- Palletized merchandise for easy movement to sales floor locations
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism
- Coached and developed store associates through formal and informal interactions.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
- Collaborated with other departments within the organization to coordinate promotions, events, and special projects.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
Housekeeping/Janitorial Assistant
At Home Care for You
Bay City, MI
06.2018 - 09.2018
- Always Accountable
- Strong ability to listen and takes orders well
- After, Collected trash from floors within hallways, bathrooms and work areas
- I vacuumed carpeted areas and mopped solid surfaces with proper chemical solutions.
- Removed trash bags, broke down boxes and placed recyclable materials in designated disposal areas
- Scrubbed bathrooms, removing soap scum, mold, and excess dirt from sinks and the shower area.
- Restocked supplies, replacing toiletries, liners and soaps
- Replenished supply of hand soap, paper towels and other consumables
- Transported trash and hazardous waste to appropriate disposal area
- Performed daily dusting, leather and wood surface polishing and wall washing
- Strengthened building cleanliness by inspecting perimeters, picking up trash and sweeping sidewalks.
Tent Crew Member
ABO Tents
Saginaw, MI
06.2018 - 08.2018
- Secured items in truck by strapping over protective padding
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Set up Tents and Games to cater to the clients needs
- Made sure all Tents and games were safe and secure
- Maintain a good working environment and work to achieving one goal
- The customers needs and wants are our biggest priority
- Show up to job sites ready to do quality work at maximum efficiency.
Education
High School Diploma -
Heritage High School
05.2019
Bachelor of Science - Sociology
Saginaw Valley State University
Saginaw, MISkills
- Workforce Management
- Customer Service
- Issue resolution
- Customer relations
- Customer retention
- Cross-functional team
- Management Employee
- Development
- Social Skill Development
- Client Relationship Development
- ABA Techniques
- Behavioral Management
- Communication
- Positive and Negative Reinforcements
- Documentation Skills
- Report Writing
- Skill Development
- Data Collection
- Critical Thinking
- Rapport Building
- Crisis Management
- Active Listening
- Employee Training
- Medical Records Maintenance
- Equipment maintenance
- Attention to detail
- Local delivery
- Heavy lifting
- Delivery logging
- Courteous and polite demeanor
Additional Information
- ACTIVITIES AND HONORS: Physical Fitness, Music, Cooking, Sports, Travel, Improving ones self.
Timeline
Delivery Driver/Customer Service Representative
Scott Medical Equipment
11.2023 - Current
Lead/Registered Behavior Technician
ABA Pathways LLC.
10.2021 - 10.2023
Assistant Store Manager
Jacks Fruit Market
08.2019 - 10.2021
Housekeeping/Janitorial Assistant
At Home Care for You
06.2018 - 09.2018
Tent Crew Member
ABO Tents
06.2018 - 08.2018
High School Diploma -
Heritage High School
Bachelor of Science - Sociology
Saginaw Valley State University