Kendra Ford

• Manage team operations, overseeing social media campaigns and strategies to achieve business objectives.
• Optimize processes in collaboration with internal stakeholders, leading to a 20% increase in efficiency.
• Analyze data to identify trends and strategic improvement opportunities, boosting customer engagement by 15%.
• Provide process optimization recommendations, reducing response times by 20%.
• Lead team meetings and training sessions, enhancing team performance and productivity by 25%.
• Collaborate with various stakeholders to ensure cohesive project execution.

Key Projects:

• Webform: Implemented a webform system to streamline email case management, reducing response time by 20%.
• Smart Compose: Spearheaded the integration of Smart Compose technology, enhancing team productivity by 15% through automated message suggestions.
• Smart Response: Introduced Smart Response, optimizing customer interaction efficiency and improving response accuracy.
• Care Console: Managed the rollout of the Care Console, centralizing customer interaction tools and facilitating a 20% increase in case resolution speed.
• Case Ownership: Developed and enforced the Case Ownership model, improving accountability and customer satisfaction scores by 25%.

• Aided over 500 Pro Xtra customers with account setup and troubleshooting, utilizing Salesforce to manage customer information and interactions, resulting in a 15% increase in customer satisfaction scores.
• Streamlined the account setup process, reducing the average setup time by 20%.
• Collaborated with cross-functional teams to resolve complex issues, reducing escalations by 20%.
• Developed training materials and procedures, improving onboarding efficiency by 20%.
• Led 10 training sessions, improving team performance by 25% in Pro Xtra programs.
• Analyzed customer feedback and provided actionable insights, improving program effectiveness and retention by 10%.

• Facilitated communication and resolution between store leadership, vendors, service providers, and customers.
• Utilized strong communication skills to understand and articulate customer concerns.
• Negotiated compensation agreements, ensuring fair and reasonable outcomes.