Kendra Marshall
Norwalk,CT
Summary
Analytical leader known for enhancing customer journeys and operational efficiencies. Expertise in data-driven decision-making and technology integration, fostering collaboration to achieve measurable improvements in service delivery.
Overview
20
20
years of professional experience
Work History
Senior Analyst
Charter Communications, Spectrum
Stamford, Connecticut
06.2024 - 10.2025
- Resolved corporate-level escalations from external, internal, and regulatory channels to ensure compliance and stakeholder satisfaction.
- Developed and implemented escalation system, improving operational efficiency and increasing customer satisfaction.
- Managed projects end-to-end to address identified process gaps.
- Presented data analysis findings to stakeholders, highlighting customer experiences and product usage patterns.
- Collaborated with IT teams to integrate technology solutions, facilitating efficient adoption across departments.
Customer Experience Analyst
Charter Communications, Spectrum
Stamford, Connecticut
08.2022 - 06.2024
- Tracked customer interactions and resolved issues through CRM tools to enhance service delivery.
- Facilitated staff training on effective customer engagement techniques to improve overall service quality.
- Assessed employee performance through on-site observation and interviews to pinpoint strengths and areas for development.
Service Delivery Analyst
Charter Communications, Spectrum
Stamford, Connecticut
01.2019 - 08.2022
- Monitored service performance to ensure compliance with SLAs, enhancing reliability of service delivery.
- Managed and maintained service data records for compliance, supporting regulatory adherence.
- Identified service delivery risks and proposed corrective measures, improving operational resilience.
- Supported project management initiatives for new service implementations and upgrades.
- Led audits of international subsidiaries and operational processes to mitigate risks.
Business Support Manager
Verizon Communications Inc
Valhalla, New York
01.2015 - 10.2017
- Monitored project timelines and budgets to ensure adherence to organizational standards.
- Assessed team performance regularly to pinpoint development opportunities.
- Organized meetings to synchronize team objectives with corporate strategies.
Local Presence Center Manager
Verizon Communications Inc
Bronx, New York
03.2013 - 01.2015
- Supervised daily store operations, enhancing functionality and elevating customer satisfaction.
- Trained and developed staff to enhance performance and improve service quality.
- Coordinated promotional events, increasing foot traffic and enhancing brand visibility.
- Created action plans for underperforming business areas, maximizing operational efficiencies.
- Implemented inventory management systems to optimize stock levels and reduce losses.
Retention Call Center Supervisor
Verizon Communications Inc
New York, New York
12.2005 - 03.2013
- Resolved escalated customer issues to enhance satisfaction and retention.
- Monitored call metrics, delivering targeted feedback to enhance agent effectiveness.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Trained new staff on company policies and customer service techniques.
- Conducted performance reviews of call center staff and documented results.
Education
MBA - Management
Monroe College
New Rochelle, NY01-2016
Bachelor of Science - Marketing
Fordham University
Bronx, NY05-2006
Skills
- Data analysis and performance metrics
- Customer experience enhancement
- Process improvement strategies
- Technology integration expertise
- CRM systems management
Timeline
Senior Analyst
Charter Communications, Spectrum
06.2024 - 10.2025
Customer Experience Analyst
Charter Communications, Spectrum
08.2022 - 06.2024
Service Delivery Analyst
Charter Communications, Spectrum
01.2019 - 08.2022
Business Support Manager
Verizon Communications Inc
01.2015 - 10.2017
Local Presence Center Manager
Verizon Communications Inc
03.2013 - 01.2015
Retention Call Center Supervisor
Verizon Communications Inc
12.2005 - 03.2013
MBA - Management
Monroe College
Bachelor of Science - Marketing
Fordham University