Kendra Kennedy
Land O' Lakes,FL
Summary
Accomplished Senior Business Manager at UnitedHealthcare, adept in strategic planning and organizational development. Leveraged customer service excellence to enhance client retention, while pioneering staff training programs that boosted operational efficiency. Expert in cross-functional collaboration and workforce planning, achieving significant process improvements and fostering a culture of achievement.
Overview
17
17
years of professional experience
Work History
Senior Business Manager
UnitedHealthcare
02.2021 - Current
- Create, manage, and execute business plan and communicate company vision and objectives to motivate teams.
- Communicate with customers and employees positively with particular attention to problem resolution.
- Coordinate team schedules to keep shifts properly staffed during busy periods.
- Provide feedback on effectiveness of strategies, initiatives and identified areas requiring improvement.
- Support business management projects by monitoring and tracking risks, issues and action items.
- Draft reports and documents to improve correspondence management, schedule coordination and recordkeeping.
- Drive and manage MBO/KPI metrics
- Influences or provides input to forecasting and planning activities
- Adapts departmental plans and priorities to address business and operational challenges
- Sets team direction, resolves problems and provides guidance to members of own team
Business Manager
UnitedHealthcare
08.2014 - 01.2021
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Drafted reports and documents to improve correspondence management, schedule coordination and recordkeeping.
- Improved business profits through innovative cost containment and revenue generation techniques.
- Assisted with hiring process and training of new employees.
- Oversaw and improved deliveries through proactive coordination of daily operations.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Assisted in recruiting, hiring and training of team members.
Supervisor of Customer Service
UnitedHealthcare
09.2010 - 07.2014
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Coached employees through day-to-day work and complex problems.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Researched and corrected customer concerns to promote company loyalty.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Created customer support strategies to increase customer retention.
- Interceded between employees during arguments and diffused tense situations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Completed bi-weekly payroll for [Number] employees.
Customer Service Representative - Lead
UnitedHealthcare
01.2008 - 08.2010
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Assessed customer service data to identify and address improvement opportunities.
Education
Associate of Arts - Business Management
Georgia Piedmont Technical College
Clarkston, GASkills
- Operations Management
- Workforce Planning
- Organizational Development
- Strategic Planning
- Contract Management
- Customer Service
- Customer Retention
- Partnership Development
- Staff Training
- Financial Oversight
- Employee Management
- Client Relationship Management
- Employee Motivation
- Cross-Functional Collaboration
- Coaching and Mentoring
- Staff Management
- Process Improvement
- Decision-Making
Accomplishments
Service Hero - 2009
Future Leader's
Emerging Leader Program
Timeline
Senior Business Manager
UnitedHealthcare
02.2021 - Current
Business Manager
UnitedHealthcare
08.2014 - 01.2021
Supervisor of Customer Service
UnitedHealthcare
09.2010 - 07.2014
Customer Service Representative - Lead
UnitedHealthcare
01.2008 - 08.2010
Associate of Arts - Business Management
Georgia Piedmont Technical College
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