Kendra McCarthur
Washington,US
Summary
Reliable and hardworking customer service professional with demonstrated multitasking skills in fast-paced settings. Knowledgeable about processing paperwork and payments to complete orders while coordinating shipments and coordinating timely deliveries. Well-organized, proactive and detail oriented. Enthusiastic management professional with demonstrated success supervising staff and building teams. Proven history of achieving sales goals by monitoring employee performance and coaching staff on effective sales methods. Skilled in solving complicated issues and making proactive operational changes. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Facility Service Leader
Smithsonian National Museum Of Natural History
05.2023 - Current
- Handled escalated customer complaints professionally, resolving situations in a manner that satisfied both parties whenever possible.
- Promoted teamwork within the department, leading to improved collaboration and greater overall effectiveness.
- Mentored junior team members in best practices for excellent customer service delivery, cultivating a culture of continuous improvement and growth.
- Maintained detailed records of customer interactions, enabling accurate reporting and analysis to inform future improvements.
- Enhanced staff productivity with regular training sessions and performance evaluations.
- Managed a team of service representatives, ensuring consistent quality across all interactions.
- Streamlined service processes for improved efficiency and reduced waiting times for customers.
- Increased customer satisfaction by providing exceptional service and addressing concerns promptly.
- Balanced staffing levels appropriately according to demand fluctuations, optimizing labor costs without sacrificing service quality.
- Played an integral role in launching new products or services, coordinating efforts across multiple teams to ensure seamless implementation from start to finish.
- Identified areas for improvement in company-wide service standards through regular audits and feedback analysis.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Acting Facility Service Team Leader
National Museum of African American History and Culture
04.2022 - 05.2023
- Act in the capacity of a facility service leader for 120 days plus
- Led a team of 18 members while providing exceptional customer service
- Responsible for making schedules daily for team members
- In the absence of an employee being out, fill in as leader and lead, set pace, and instruct
- Stock all restroom gear closets with supplies weekly
- Make sure everyone attends safety meetings daily unless a Supervisor says no safety meeting
- Complete stairwell and Emergency Exit doors inspections
- Make sure all equipment is off the floor by the closing of business at 10:00 am
- Check all restroom carts to make sure all chemicals are labeled at all times
- Check and make sure all employees are wearing proper PPE, uniform, and safety shoes at all times
- Lead and demonstrate proper work methods
- Obtain needed information or decisions from supervisors on problems that surface during the shift
- Motivate and advise workers to follow instructions received from supervisors on problems and to meet deadlines
- Check work in progress and when completed to ensure supervisor's instructions on work sequence procedure methods and deadlines have been met
- Assist employees with time cards on WebTA
- Report to supervisors orally or in writing on the status and progress of work and causes of work delays and the overall work operation and problems
- Provide input to supervisors on performance appraisals and position description and additional on-the-job training requirements for individual employees.
Building Service Worker
National Museum of African American History and Culture
01.2020 - 04.2022
- Implemented new cleaning processes and team strategies to reduce weekly manpower requirements by 80 hours
- Responded quickly to calls from employees who needed to clean up spills and wet floors caused by ceiling leaks and plumbing issues
- Cleaned specialty spaces like chemistry laboratories with safe solvents to keep them clean
- Cleaning floors, wiping down glass entryways, and collecting trash were among the daily checklists I completed throughout the facilities
- Kept the restrooms clean, stocked, and well-maintained for both staff and visitors
- Kept track of the custodial building's task schedule and made adjustments to the hours or time schedule to accommodate the workload
- Kept a close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
Customer Service Dispatcher
Washington D.C.
04.2014 - 08.2019
- Increased customer satisfaction by coming up with new ways to solve problems
- Set schedules, implemented new policies, and worked with managers to optimize operational procedures and establish clear objectives
- Devised work plans for subordinate employees to check quality and consistency of work against organizational standards
- Monitored multiple databases to keep track of all company inventory
- Proactively identified and solved complex problems impacting operations management and business directions.
Nurse Aide
Washington, D.C.
02.2010 - 04.2014
- Assisted with adequate nutrition and fluid intake
- Cleaned and sanitized rooms and equipment using aseptic technique to prevent infection and cross-contamination
- Promoted patients' satisfaction by assisting with daily living needs such as bathing, dressing, toileting, and exercising
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
Education
Cosmetology - Certified -
Ballou STAY Opportunity Academy
Washington, DC01.2006
High School -
Ballou High School
Washington, DC01.2004
Skills
- Costumer Sales and Service
- Landscaping and Ground-keeping
- Invoice and Book Keeping
- Commercial Cleaning
- Cosmetologist
- Building Maintenance
- Active Facility Service Team Leader
Accomplishments
ACCOMPLISHMENTS
Led (Pb) Safety Awareness Training for OFMR & Collection Security Awareness training
OSHA 10 Safety Committee Member
Certification
- Led (Pb) Safety Awareness Training for OFMR & Collection
- Security Awareness training
- OSHA 10 Safety Committee Member
- Expert Custodial Technician Certification - 09/25/20
- Certificate of Completion Excel Introduction - 06/08/22
Timeline
Facility Service Leader
Smithsonian National Museum Of Natural History
05.2023 - Current
Acting Facility Service Team Leader
National Museum of African American History and Culture
04.2022 - 05.2023
Building Service Worker
National Museum of African American History and Culture
01.2020 - 04.2022
Customer Service Dispatcher
Washington D.C.
04.2014 - 08.2019
Nurse Aide
Washington, D.C.
02.2010 - 04.2014
Cosmetology - Certified -
Ballou STAY Opportunity Academy
High School -
Ballou High School