KENIFER VILLAFANA HART

• Oversee recruitment and onboarding processes while championing training, safety compliance, and continuous development to support workforce performance and growth.
• Employee Relations-Investigations, conflict resolution, and handling escalations.
• Design and deliver coach-the-coach programs to develop frontline supervisors and improve leadership effectiveness
• Train managers on conducting effective 1:1 coaching sessions, using performance data and call monitoring tools to drive behavior change
• Metrics- Partner with senior leadership to align training initiatives with key business KPIs (revenue, quality, and retention)
• Develop scalable learning solutions, including playbooks, workshops, and e-learning programs.
• Analyze performance metrics to measure training effectiveness, including improvements in employee performance and reductions in attrition.
• Identify gaps in leadership coaching and implement targeted development strategies.
• Influence and gain buy-in from leadership to expand training programs across teams and regions
• Drive a culture of continuous learning and performance improvement across the organization

• Lead recruitment efforts, facilitate onboarding, and ensure effective delivery of training, safety, and continuous development programs.
• Led and developed a team of employees to meet performance and productivity goals
• Conducted performance evaluations, coaching sessions, and improvement plans
• Managed attendance tracking and payroll submission
• Resolved employee concerns and handled escalations professionally
• Mentored employees into leadership roles, supporting succession planning

• Lead recruitment efforts, facilitate onboarding, and ensure effective delivery of training, safety, and continuous development programs.
• Coached employees to improve retention, performance, and engagement
• Created structured development plans and monitored progress
• Conducted performance reviews and reinforced company policies
• Managed attendance tracking and payroll submission
• Resolved employee concerns and handled escalations professionally
• Mentored employees into leadership roles, supporting succession planning.

· Selling and upgrade all services and ancillary products company offers.

· Gaining new customers through communicating competitive offers by doing a side-by-side comparison of our prices and products and showing monthly and annually savings.

· Addressing customer concerns through active listening, empathy, professionalism.

· Meet budgeting goals for all product lines.

· Mentor and train new agents.

· Maintained accurate records of all sales activities using CRM software- IDA, ICOMS, and Zendesk.

· Upgrade, sell and save the products company offers.

· Retaining customer through communicating competitive offers and negotiating prices.

· Resolve customer concerns through active listening, empathy, professionalism.

· Meet budgeting goals for all product lines.

· Mentor and train new agents.

· Assist floor agents with escalated calls.

· Maintained accurate records of all sales activities using CRM software- IDA, ICOMS and Remedy.

· Managed 15 to 30 correctional officers.

· Ensured safety protocols were followed.

· Completed performance, attendance reports for payroll.

· Facilitated monthly mentoring and training sessions for the officers.

· Completed daily, weekly, and monthly.

· Delegated various responsibilities to officers for smooth working conditions.

• Serve as escalation point for complex, high-level issues involving regulatory agencies, ensuring compliance with legal and corporate standards
• Conduct investigations, document findings, and partner cross-functionally to resolve issues—aligned with HR investigative practices
• Maintain confidentiality when handling sensitive matters
• Identify root causes and recommend operational improvements
• Ensure adherence to policies, procedures, and regulatory requirements