Kendayse Hamlet
Brooklyn,NY
Summary
- Experienced in managing and coordinating comprehensive review processes to ensure accuracy and quality. Utilizes analytical skills and attention to detail to enhance review efficiency and effectiveness. Knowledge of fostering team collaboration and maintaining flexibility in dynamic environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Quality Review Coordinator/Customer Info Rep
City of New York Department of Education
03.2019 - Current
- Responsible for working closely with level one and two support teams in providing data reviews, and utilizing the customer service database to identify and troubleshoot problem areas.
- Create/review feedback and quality review reports, analyze data, and escalate submitted requests to the appropriate support teams, and senior leadership for responses and resolutions.
- Review and analyze call data, incidents, and requests.
- Serve as a point person and subject matter expert in service desk data.
- Work to enhance service levels and support being provided to end users.
- Utilize CRM software such as Cherwell and ServiceNow, legacy (city agency-specific) web forms, and Knowledge Base technologies in incident and request type handling, creation, and review.
- Project management, creation, and aiding in critical decision-making regarding the building of agency-specific software, following ITIL modeling.
- Exercise team leadership.
Call Center Representative
City Of New York Department of Information Technology and Telecommunications
04.2013 - 03.2019
- First point of contact for New York City residents, provide consistently exemplary customer service daily and answer calls with an average speed of answer (ASA) of 6 seconds
- Utilize CRM software such as Siebel, legacy (city agency specific) web forms, and ASSIST technologies to further assist the customers in entering Service Requests and handling complaints
- Interact with callers who are limited in their ability to communicate in English
- Lead team meetings often to showcase strategies in call efficiency techniques
- Participate in focus groups and provide suggestions to better the customer service experience between representatives and customers
- Maintain a QA average in the high 90s, consistently surpassing the call center's overall average
- Specialize in various legacies (city agency specific) with multiple skillsets; able to handle detailed specific inquiries
Home Health Aide
Progressive Home Health Services
11.2009 - 04.2013
- Care for elderly and children in their home
- Maintain the cleanliness of patient's home
- Assist patient towards independent living
- Develop positive and caring relationships with patients
Education
Professional Office Management
Eastern Gateway Community College
Steubenville, OHITIL Foundations V4 -
AXELOS Global Best Practice
New York06.2019
High School Equivalence Diploma -
Independence High School
New York04.2009
Skills
- Excellent communication skills
- Proficiency in all Microsoft Office applications
- Soft skills
- Empathy
- Strong organizational skills
- Interpersonal skills
- Excellent attention to detail
Certification
- ITIL Foundations V4
- Visio 2016
- Strategic Thinking
- Excel Tools - Summarizing Data
- Creating Business Process Flows
- Excel Tools: Dashboard
- Initiating and Managing Difficult Conversations
- PowerPoint 2016
- Process Flow Basics
- Workplace Communications: Writing Effective E-mails
- Women’s Entrepreneurship
Timeline
Quality Review Coordinator/Customer Info Rep
City of New York Department of Education
03.2019 - Current
Call Center Representative
City Of New York Department of Information Technology and Telecommunications
04.2013 - 03.2019
Home Health Aide
Progressive Home Health Services
11.2009 - 04.2013
ITIL Foundations V4 -
AXELOS Global Best Practice
High School Equivalence Diploma -
Independence High School
Professional Office Management
Eastern Gateway Community College
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