Summary
Overview
Work History
Education
Skills
Programs
Timeline
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Kenisha Cole

Summary

Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.

Overview

9
9
years of professional experience

Work History

Project Manager, Client Services

Cellgate
05.2022 - Current
  • Provided Multi Residential/ Single Residence property management help desk assistance.
  • Provided management for internal personnel, contractors and vendors.
  • Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
  • Created and tracked support cases until issues resolved.
  • Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Identified plans and resources required to meet project goals and objectives.
  • Identified, reviewed and applied policies and procedures.
  • Collected confidential financial information from clients to construct comprehensive financial plans.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Accomplished multiple tasks within established timeframes.

ER Dispatcher/Team Leader

ADT Security
10.2019 - 05.2021
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching company goals.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
  • Relayed latest information to first responders via electronic means, telephone calls and radio responses.
  • Answered calls from automatic routing system and took basic information from callers.
  • Automated document flow by ensuring logbooks and fire, accident and emergency reports were maintained with 100% accuracy.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services and company information.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.

Dual Rate Table Games Dealer

Horseshoe Casino
03.2013 - 09.2019
  • Welcomed customers and established immediate rapport to encourage gameplay.
  • Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
  • Monitored game operations to enforce house rules as well as tribal, state and federal regulations.
  • Oversaw currency exchange requests for customers, confirming provision of requested combinations of bills and coins.
  • Maintained fast game pace by handling chips, cards, money and gaming equipment efficiently.
  • Maintained rules for games and identified instances of cheating, notifying security team.
  • Monitored players during each hand to identify possible cheating or other unscrupulous behavior.
  • Worked with dealer team to run larger games such as craps and baccarat.
  • Controlled equipment such as roulette wheels to run games.
  • Monitored chips purchases, table inventories and player win ratios.
  • Trained, supervised and evaluated workers.

Education

Associate of Science - Computer Networking

Bossier Parish Community College
Bossier City, LA
08.2024

High School Diploma -

Woodlawn Leadership Academy
Shreveport, LA
05.2010

Skills

  • Project Oversight
  • Contract Closeouts
  • Contract Amendments
  • Pricing Structures
  • Interdepartmental Collaboration
  • Client Education
  • Business Services Support
  • Customer Retention
  • Call Volume Analysis
  • Change Request Processing

Programs


  • Salesforce (admin cert in progress)
  • TrueCloud
  • Titan Form
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft Word
  • Citrix
  • Mastermind Business
  • Pritunl
  • Vonage
  • Avaya
  • GoToMeetings

Timeline

Project Manager, Client Services

Cellgate
05.2022 - Current

ER Dispatcher/Team Leader

ADT Security
10.2019 - 05.2021

Dual Rate Table Games Dealer

Horseshoe Casino
03.2013 - 09.2019

Associate of Science - Computer Networking

Bossier Parish Community College

High School Diploma -

Woodlawn Leadership Academy

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Kenisha Cole