KEN BALLARD
PHOENIX,AZ
Summary
Looking for a company that is willing to train and develop me to help them achieve their goals. Also allow me to use my skills to help them achieve their goals as well. Talented Support Worker focused on improving client lives through high-quality support and patient instruction. Proficient in life, financial and social skills, helping clients integrate into community and live more robust lives. Creative and empathetic assistant with 30+ years of experience building community and developing social skills through incremental therapeutic techniques.
Overview
17
17
years of professional experience
Work History
Team Lead; Tech Support, QA, Vendors,Zendesk.
Plexus Worldwide
11.2019 - Current
- Responsible for delegating duties and responsibilities to Tech Support Representatives; providing feedback to direct reports daily, monitoring call queues, and managing team schedule and breaks, and partnering with IT to identify system issues and drive to resolution
- Responsible for leading team of 10 Tech Support Customer Service Representatives, assigning daily duties and responsibilities to direct reports and providing daily feedback while establishing performance goals to provide world class customer experience across all contact channels.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Troubleshoot and diagnose problems to accurately resolve wide range of technical issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assisted with updating technical support best practices for use by team.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Managed vendor performance to maximize profitability and achieve financial objectives.
Jewel Team Representative
Plexus Worldwide
10.2017 - Current
- Responsible for assisting any issues presented to us from Sr
- Ruby, Emerald, Sapphire, and Diamond Ambassadors
- Enhance relationship between Plexus Worldwide and jeweled ambassadors by establishing and maintaining the relationships and building rapport
- Contribute to the overall growth and success of Plexus by embracing the Plexus core values; we are One Plexus, we are accountable, we get the job done right and we empower others
- Responsible for resolving product or service problems with top tiers of Plexus
- Determine the cause of the problem; selecting and explaining the best solution to solve problems
- Demonstrate excellence in both written and verbal communication
- Builds and maintains working relationships with other departments, to resolve Ambassador issues.
Plexus Worldwide Customer Service
08.2017 - 10.2017
- Assisted with hiring, training and mentoring new staff members.
- Approved regular payroll submissions for employees.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Store Manager
Mattress Firm
07.2014 - 07.2017
- Was a Manager on Duty for the nation’s largest mattress retailer
- Some of my duties include: Store Management, direct consumer sales, store merchandising/marketing, inventory management, basic accounting functions, client relations, and vendor relations
- As a team member for Mattress Firm, we are responsible for delivering our Purpose Vision and Values for our company on a daily basis
- Had the honor of working the State Fair selling massage chairs and only being with the company for four months
- Invited to Chicago, Illinois to assist with training.
- Top 50 in sales
- Highest percent to budget
- Highest Massage Chair sales at the State Fair
- Home and Garden Show
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Sr. Account Manager
Discover Financial Services
09.2013 - 07.2014
- Worked in a call center for Discover Card
- Handle inbound and outbound calls, Collection on past due accounts, resolve unpaid past due accounts up to 120 days delinquent, Support and display Discover Card values
- Also had to cross sell different benefits and offer programs to card members who may have difficulty paying on their account
- Acquiring and maintaining guests is another function of my job.
Operations Manager
24 Hour Fitness
04.2007 - 07.2009
- Maintained Fitness staff by recruiting, selecting, orientating, and training employees
- Achieved financial objectives by executing a monthly budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Identified with current and future members by establishing rapport with potential and actual members and other persons in position to understand service requirements
- Responsible for executing and maintaining Customer Service standards
- Enforce pricing policies by reviewing merchandising activities; determining additional needed sales promotion and display plans; analyzed operating and financial statements for profitability ratios
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
Owner/Operator
Anytime Fitness
08.2006 - 07.2007
- Maintained Fitness staff by recruiting, selecting, orientating, and training employees
- Achieved financial objectives by executing a monthly budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Identified with current and future members by establishing rapport with potential and actual members and other persons in position to understand service requirements
- Enforce pricing policies by reviewing merchandising activities; determining additional needed sales promotion and display plans; analyzed operating and financial statements for profitability ratios
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Secured merchandise by following security system standards
- Worked hand in hand with Franchise
- One of the largest franchises at the time of opening
Education
Associate of Arts - Criminal Justice
Central Oregon Community College
Bend, OR06.2013
High School Diploma -
Glencoe High School
Hillsboro, OR06.1993
Skills
- Zendesk
- Analytical and Critical Thinking
- Staff Training
- Customer Service
- Customer Relations
- QA
- Assist Customers
- Quality Standards
- Account Updates
Additional Information
- Awards/Achievements , 2013 Central Oregon Community College Recipient of The Paul and Ann Reynolds Endowment Award Recipient of The William L. Hickman Scholarship Dean’s List Winter Term 2013 3.29 GPA Criminal Justice Captain Promoted 3 times in a 6-month period at Discover Checked flag winner for Jan. Sept 2017/October 2017 Customer Service MVP Had 8 agents promoted in 2020/2021
Timeline
Team Lead; Tech Support, QA, Vendors,Zendesk.
Plexus Worldwide
11.2019 - Current
Jewel Team Representative
Plexus Worldwide
10.2017 - Current
Plexus Worldwide Customer Service
08.2017 - 10.2017
Store Manager
Mattress Firm
07.2014 - 07.2017
Sr. Account Manager
Discover Financial Services
09.2013 - 07.2014
Operations Manager
24 Hour Fitness
04.2007 - 07.2009
Owner/Operator
Anytime Fitness
08.2006 - 07.2007
Associate of Arts - Criminal Justice
Central Oregon Community College
High School Diploma -
Glencoe High School
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