Kendra Hill
Middletown,CT
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Hardworking and motivated team player with over five years of experience and record of success in customer service. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
7
7
years of professional experience
Work History
Manager
McDonald's Restaurant
Middletown, CT
2022.12 - Current
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Reviewed completed work to verify consistency, quality and conformance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Minimized staff turnover through appropriate selection, orientation and training.
Office Manager
Royal Elite Homecare
Waterbury, CT
2022.06 - 2023.09
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Created and managed budgets for travel, training and teambuilding activities.
- Administered payroll and maintained proper documentation of employee personnel.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Reviewed contracts for accuracy prior to signing off on behalf of the company.
- Coordinated office activities and operations to secure efficiency and compliance with company policies.
- Reviewed completed work to verify consistency, quality and conformance.
- Used judgment and initiative in handling confidential matters and requests.
- Automated office operations for managing client correspondence, payment schedules and data communications.
- Provided administrative support to management team including preparing reports and presentations.
- Supervised staff members, organized schedules and delegated tasks.
Customer Service Manager
Samej’s Family Entertainment
Middletown, CT
2017.03 - Current
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Assigned work and monitored performance of project personnel.
- Recruited and trained new employees to meet job requirements.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Developed policies and procedures related to customer service operations.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Organized client contracts, records and reports to strengthen traceability.
- Developed and implemented strategies for providing excellent customer service experience.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
CNA
Sky View Rehabilitation & Nursing
Wallingford, CT
2021.03 - 2022.12
- Observed and reported unusual symptoms and changes to charge nurse.
- Recognized signs, symptoms of abuse, neglect and reported them per policy.
- Exercised comatose and paralyzed patients to reduce delirium and improve physical function.
- Assisted in preparing meals according to prescribed diets while monitoring food consumption levels.
- Answered signal lights, bells or intercom systems to determine resident needs.
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
Education
Mental Health First Aider -
New Opportunities Meriden
2022-01
Temp Certified Nurses Aide Certification -
American Healthcare Association
2021-02
Phlebotomy Certification -
Middlesex Community College - Middletown
Middletown, CT2017-01
High School Diploma -
Middletown High School
Middletown, CT2012-06
Skills
- Financial Management
- Business Administration
- Performance Management
- Staff Management
- Verbal and Written Communication
- Team Leadership
- Complaint Resolution
- Customer Service
- Problem-Solving
- Decision-Making
Timeline
Manager
McDonald's Restaurant
2022.12 - Current
Office Manager
Royal Elite Homecare
2022.06 - 2023.09
CNA
Sky View Rehabilitation & Nursing
2021.03 - 2022.12
Customer Service Manager
Samej’s Family Entertainment
2017.03 - Current
Mental Health First Aider -
New Opportunities Meriden
Temp Certified Nurses Aide Certification -
American Healthcare Association
Phlebotomy Certification -
Middlesex Community College - Middletown
High School Diploma -
Middletown High School