Kean Miller
Phoenix,AZ
Summary
Seeking a career advancement opportunity to make full use and growth of communication, organizational, and problem-solving skills while maintaining a people-first focus with exceptional customer service.
Overview
10
10
years of professional experience
Work History
Manager, Customer Experience
Carvana
05.2022 - Current
- Leading and managing a team of expert-level team leads; providing guidance, training, and motivation
- Driving production in a fast-paced customer service environment
- Helping recruit, select, onboard, train, and coach new hires
- Developing and implementing improvements to processes and operations
- Maintaining and producing daily, weekly and monthly reports of quality metrics and respective targets and goals
- Driving a high-performance culture through accountability, consistency, and performance management
- Using critical thinking and problem-solving skills to accomplish goals within tight deadlines
- Making critical decisions with widespread impact to the business, keeping our employees and customer experience at top priority
- Proactively communicating with senior leaders regarding business performance, the adverse impact of decisions on customers, and potential risks to the business
- Being a continuous positive force within the office, creating strong morale and spirit throughout the Advocate team
Team Lead, Customer Experience
Carvana
05.2021 - 05.2022
- Lead, mentor, and motivate team of advocates
- Handling escalated customer cases with care to turn the experience around
- Build and reinforce a culture of high standards and transparency
- Maintain and produce daily, weekly, and monthly reports of team performance through principle-based goals
- Actively look for ways to improve overall customer and advocate experience
- Upholding company policies and standards for all advocates
- Be a daily resource for customer situations
Head of Customer Experience
Golf Anything
10.2020 - 05.2022
- Report on data for service levels, analyze weekly team performance metrics for quality control, utilize data and customer insight to track and identify areas of improvement
- Act as the first line of communication to customers as needed with strong and professional written and verbal communication
- Develop and maintain working relationships with customers and respond to their needs and concerns in a timely manner
- Hire, train, and coach virtual customer service assistants
- Manage and maintain positive social media presence while addressing inquiries or negative experiences
- Daily communication with vendors and warehouse to ensure adequate timeframes for delivery of products and shipping of orders
Senior Manager
Harkins Theatres
05.2019 - 12.2020
- Oversees all operations and staff
- Executes special projects directed from the corporate office
- Manage weekly operational and employee schedules
- Oversee Human Resources department at the theatre level
- Responsible for interviewing, hiring, onboarding, and training staff and managers
- Performs employee evaluations and maintains documentation
- Sales and Inventory Management
Assistant Manager
Harkins Theatres
07.2015 - 05.2019
- Responsible for various operational tasks
- Running projection booth, reconciling cash, inventory management, and oversight of floor staff
- Audit retention, supply ordering, staff training, and creation of weekly employee schedules
Team Leader
Harkins Theatres
08.2014 - 07.2015
- Responsible for the performance of the concessions stand, box office, and cleanliness of the building
- Ensure proper team functionality, delegation of tasks, and training.
Team Member
Harkins Theatres
08.2013 - 07.2014
- Concession and box office register sales
- Cleaned theatres, restrooms, and heavily trafficked areas.
Education
Diploma -
Horizon High School
General Studies
Arizona State University
Skills
- 10 years customer service
- 8 years management
- Microsoft Office proficiency
- Adaptable, works well under pressure
- Excellent written and verbal communication
- Organized with strong attention to detail
- Ability to exercise sound judgment and discretion
- Ability to multitask effectively in ever-changing environments
- Able to work well independently and in team environments
Timeline
Manager, Customer Experience
Carvana
05.2022 - Current
Team Lead, Customer Experience
Carvana
05.2021 - 05.2022
Head of Customer Experience
Golf Anything
10.2020 - 05.2022
Senior Manager
Harkins Theatres
05.2019 - 12.2020
Assistant Manager
Harkins Theatres
07.2015 - 05.2019
Team Leader
Harkins Theatres
08.2014 - 07.2015
Team Member
Harkins Theatres
08.2013 - 07.2014
Diploma -
Horizon High School
General Studies
Arizona State University
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