Kendra Wallace
Westmont,IL
Summary
Seeking a Human Resources role with 7 years of leadership and customer service experience. Excelled in supervisory positions, enhancing team performance, and conducting interviews to build strong teams. Skilled in KPI management, training, and quality assurance, driving significant improvements in operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Professional Travel Agent
Owner Operator Independent
11.2019 - Current
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Curated custom vacation plans tailored to clients' interests, budget, and expectations.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Improved overall revenue by upselling additional services such as excursions, insurance, and upgraded accommodations when appropriate.
- Followed up with customers to increase customer service with travel plans.
- Managed complex itinerary changes due to unforeseen circumstances without sacrificing customer satisfaction or incurring unnecessary expenses.
- Created compelling marketing materials that showcased available travel packages and promotions, generating increased interest from potential clients.
- Streamlined booking processes for improved efficiency and reduced wait times for customers.
- Maintained detailed records of client transactions, ensuring accurate billing information was always on hand for future reference or dispute resolution purposes.
- Updated and maintained customer databases to increase customer retention.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Organized group tours, coordinating logistics and accommodations to ensure a smooth experience for all participants.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
- Assisted clients in obtaining necessary visas or other documentation required for international travel, navigating complex regulations efficiently to avoid delays.
- Attended industry conferences and networking events to stay current on market trends, forging valuable connections with key players in the travel sector.
- Generated repeat business through proactive follow-up with past clients, soliciting feedback on their experiences and offering tailored recommendations for future trips.
- Developed strong relationships with suppliers, securing exclusive deals and discounts for clients.
- Leveraged social media channels to showcase client testimonials and share exciting travel opportunities, attracting new clientele and fostering a sense of community among existing customers.
- Implemented a new customer relationship management system to better track client interactions and preferences, resulting in repeat bookings.
- Kept abreast of global travel advisories and communicated relevant updates to clients, ensuring their safety and well-being.
- Streamlined booking processes, reducing errors and improving efficiency.
- Leveraged social media platforms to promote travel deals, expanding client base and engagement.
- Conducted informative client consultations to understand travel needs and preferences, leading to tailored travel solutions.
Account Manager
Paylocity
02.2024 - 10.2024
- Demonstrated dependability by maintaining consistent availability for internal and external partners.
- Identified causes of moderate to complex issues and troubleshot effectively.
- Maintained a high standard of professionalism with precise attention to detail in all forms of communication.
- Offered guidance to clients on Human Resources and Payroll best practices.
- Demonstrated commitment to continuous learning through active pursuit of training opportunities.
- Managed issue resolution processes for incoming queries through multiple channels, including calls and emails.
- Manage workload in a fast-paced multitasking environment
- Enhanced client satisfaction through timely updates and deliverables.
- Achieved targets in first call resolution and escalations according to service-level expectations.
- Listens to feedback, seeks to understand, and adjusts behaviors as needed
- Confidently navigated multiple systems and screens, including software, databases, and reports.
- Expanded proficiency in diverse platforms to optimize team collaboration and client service.
- Resolved and documented concerns while maintaining compliance with payroll standards.
Inspector
Fresenius Kabi
03.2023 - 09.2023
- Conduct visual inspections of products to identify defects and ensure adherence to high-quality standards
- Execute and record critical start-up procedures, including filter integrity tests and component verification, to maintain compliance with standard operating procedures
- Perform and document thorough quality checks on products, verifying conformity with established specifications
Customer Service Supervisor
United Health Group
02.2018 - 02.2023
- Conducted visual inspections of products to ensure adherence to quality standards
- Managed the resolution of 15+ complex customer issues daily, coordinating with relevant departments for timely solutions
- Conducted team training initiatives to boost performance, consistently exceeding key performance indicators over six months.
- Boosted quality assurance scores from 75% to 91%, driving significant improvements in operations.
Team Lead
Sam's Club
10.2016 - 05.2018
- Demonstrated reliability through consistent availability for both internal and external stakeholders.
- Resolved issues efficiently through effective troubleshooting.
- Maintained a high standard of professionalism with precise attention to detail in all forms of communication.
- Offered guidance to clients on Human Resources and Payroll best practices.
- Demonstrated commitment to continuous learning through active pursuit of training opportunities.
- Managed issue resolution processes for incoming queries through multiple channels, including calls and emails.
- Manage workload in a fast-paced, multitasking environment.
- Delivered updates and project milestones in a timely manner to ensure satisfaction.
- Achieved targets in first call resolution and escalations according to service-level expectations.
- Actively seeks understanding through listening to feedback.
- Demonstrated confidence navigating between various systems and screens seamlessly.
- Utilize resources effectively to identify and validate solutions, ensuring compliance with payroll policies.
Education
Master of Science - Human Resources Management
Trident University International
Chandler, AZ04.2024
Bachelor of Science - Health Sciences - Public Health
Trident University International
Cypress, CA08.2021
Skills
- Employee Relations
- Performance Management
- Communication
- Training and Development
- Conflict Resolution
- Organizational Skills
- Strategic Planning
- Talent Acquisition
Certification
- Notary Public License - State Secretary of State or equivalent authority.
Timeline
Account Manager
Paylocity
02.2024 - 10.2024
Inspector
Fresenius Kabi
03.2023 - 09.2023
Professional Travel Agent
Owner Operator Independent
11.2019 - Current
Customer Service Supervisor
United Health Group
02.2018 - 02.2023
Team Lead
Sam's Club
10.2016 - 05.2018
Master of Science - Human Resources Management
Trident University International
Bachelor of Science - Health Sciences - Public Health
Trident University International
- Notary Public License - State Secretary of State or equivalent authority.
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