Summary
Overview
Work History
Education
Skills
Timeline
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Kendall Heiner

Wickliffe,OH

Summary

Support Operations Manager with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.

Overview

8
8
years of professional experience

Work History

Support Operations Manager

LoadUp Technologies
08.2022 - Current
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Monitored and supported customer service agents to ensure adherence to SLA targets, improving response times and reducing abandonment rates. Originally SLA was 83% and this was brought up to 95% which was over target.
  • Utilized data analytics to review provider ETAs, assess provider feedback, and collaborate with Sales, Provider Compliance, and Field Operations to optimize service efficiency.
  • Cultivated deep relationships with key partners, including Costco and Overstock.com, to enhance service quality and drive customer satisfaction.
  • Cultivated a positive and collaborative remote culture while overseeing a team of 20 customer service agents, ensuring high morale, productivity, and customer satisfaction.
  • Developed and delivered comprehensive training programs for new hires, along with continued coaching and skill development for the Customer Service team.
  • Excel in high-pressure situations, demonstrating adaptability and the ability to pivot quickly to meet evolving customer and business needs.
  • Passionate about a customer-first approach, a strong customer relationship, loyalty, and positive reviews are the foundation of a thriving business. Reviews were brought up from a 4.32 to a 4.83 externally and internal reviews were brought up to 4.85
  • Primary Contact for Insurance Company and handled and managed all damage claims to completion

Assistant Manager

UPS
06.2017 - 08.2022
  • Assist in managing all areas of operations including product sales, pack and ship, ordering, daily open and close activities, bank deposits, training, customer and vendor relationships, print and freight price quotes, compliance audits, claims, end of month reporting, house account billing and other duties as assigned.
  • Ensure each center is fully staffed with a competent team that accomplishes assigned tasks in a timely and accurate manner.
  • Pro-actively handles customer complaints and assists customers with problems to resolution.

Education

No Degree - Psychology

Kennesaw State University
Kennesaw, GA

Software Engineer Bootcamp - Software Engineer & Analytics

Full Stack Academy
Remote
03-2025

High School Diploma -

Mill Springs Academy
Alpharetta, GA
05-2017

Skills

  • Data Analysis
  • Customer Service
  • Customer Success
  • Team leadership
  • Training development
  • SLA management
  • Process optimization
  • SQL
  • Mondaycom
  • Google/Microsoft Suites
  • EOS
  • HTML/CSS

Timeline

Support Operations Manager

LoadUp Technologies
08.2022 - Current

Assistant Manager

UPS
06.2017 - 08.2022

No Degree - Psychology

Kennesaw State University

Software Engineer Bootcamp - Software Engineer & Analytics

Full Stack Academy

High School Diploma -

Mill Springs Academy

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Kendall Heiner