Kendall Snyder
Scottsdale,AZ
Summary
Results-driven and dedicated professional with a strong passion for improving organizational efficiency through the implementation of successful strategies. Highly skilled in leveraging data analysis to gain valuable insights and inform strategic initiatives. Exceptional communication and interpersonal abilities, fostering collaborative relationships with stakeholders at all levels. Known for meticulous organization, outstanding critical thinking, problem-solving, and planning skills. Committed to driving impactful outcomes and eager to contribute to the success of an organization.
Overview
5
5
years of professional experience
Work History
Workforce Management Specialist
Plexus Worldwide
07.2022 - Current
- Identified real time analysis limitations for internal and external teams making it difficult to monitor service levels. Researched and completed ROIs on Workforce Management (WFM) tools and presented to stakeholders. Implemented Assembled resulting in more than 20% increase of agent productivity thus reducing need to fill open positions saving $x.
- Built change management strategy for new WFM Tool and facilitated training to team members, management, vendors and executives.
- Managed and scheduled 3 internal teams and 4 vendor BPO's to meet all department goals and cover company's product stores.
- Performed ad hoc reporting and analysis to improve overall performance of contact center.
Project Specialist
Plexus Worldwide
01.2021 - 04.2022
- Supported marketing by editing more than 10 documents each week for Final Proof and coordinated with other teams for publishing to field which resulted in positive sales growth and reduction in calls into customer service.
- Created and developed impactful performance marketing presentations using market research and trends for proposed products and sales initiatives for Organization's Top Stakeholders.
- Built over 20 surveys within Qualtrics using variety of platforms and tools, such as Work Front, Google Analytics, and Microsoft Office Tools to ensure accurate data interpretation and facilitated actionable insights for informed decision-making.
- Wrote and scheduled social media content while assisted community management across multiple social media platforms.
Jewel Representative
Plexus Worldwide
07.2020 - 01.2021
- Effectively handled and resolved over 100 daily calls, chats, and emails from high-earning distributors. Provided exceptional customer service, addressing inquiries and resolving issues promptly to ensure customer satisfaction and build trust.
- Evaluated customer information to explore knowledge and technical issues, develop potential solutions or workarounds, and maintain high-quality service.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Host
The Greenehouse
Scottsdale, AZ
08.2018 - 04.2020
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience, as well as running food to tables as needed.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Supported over 30 wait staff, food runners, and bussers with keeping dining area ready for every guest.
Education
Certificate - Google Analytics Certification
Google Analytics
Scottsdale, AZ01.2021
Qualtrics Certification -
Qualtrics
Scottsdale, AZ01.2021
Bachelor of Arts - Psychology
Grand Canyon University
Phoenix, AZ05.2020
High School Diploma -
Scottsdale Christian Academy
Scottsdale, AZ05.2019
Skills
- Google Analytics Certified
- Qualtrics Certified
- Data Analysis
- Report Writing
- Compiling Data
- KPI Monitoring
- Workforce Management Tools
- Confidential Records Management
Timeline
Workforce Management Specialist
Plexus Worldwide
07.2022 - Current
Project Specialist
Plexus Worldwide
01.2021 - 04.2022
Jewel Representative
Plexus Worldwide
07.2020 - 01.2021
Host
The Greenehouse
08.2018 - 04.2020
Certificate - Google Analytics Certification
Google Analytics
Qualtrics Certification -
Qualtrics
Bachelor of Arts - Psychology
Grand Canyon University
High School Diploma -
Scottsdale Christian Academy