Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst

Kennedy Burkes

Phoenix,AZ

Summary

To obtain a full time position with an organization that will offer the opportunity for personal and professional growth while utilizing abilities of proven people-oriented skills and promote a positive work environment. Authorized to work in the US for any employer

Overview

8
8
years of professional experience

Work History

Bakery Manager

Yummy Cookies
08.2022 - Current
  • Arranged bakery displays to showcase baked goods, cakes, and pies to drive product sales.
  • Enforced compliance with food safety standards with proper food storage, sanitation and labeling.
  • Maintained and controlled inventory of baked goods.
  • Maintained cleanliness and hygiene in bakery premises.
  • Developed cost-effective strategies to drive bakery sales and optimize profits.
  • Maintained safe food handling standards at all times.
  • Mixed dough, cakes, performed baking duties.
  • Wrapped, boxed and weighed bakery department products.

Verification Advocate/ Customer Service Representative

Carvana
10.2021 - 08.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Managed over 50 call per day, receiving inbound calls and conducted outbound calls.
  • Answered vehicle purchase inquiries: explaining financing terms, and guiding prospective customers through their buying process.
  • Skilled in systems Okta, Dealer Trak, RouteOne, Auto Data Direct(ADD) , Carma, Citrix, NICE Ring Central, Salesforce, Lexis Nexis and Workday
  • Responsible for notating each account with details regarding purchase after each call.
  • Verified registration and title for trade in vehicles
  • Scheduled day/time for delivery or pick up
  • Assigned deadlines for customers purchase
  • Skilled to read credit report
  • Skilled in helping customers budget for their purchase
  • Skilled in de-escalating problematic situations
  • Completed conference calls with third parties for funds verification, Employment verification, and proof of auto insurance.
  • Skilled in operating multiple computer monitors
  • Skilled in Google Docs
  • Managed customer accounts
  • Created call center scripts.

Hotel Front Desk Clerk

Wyndham La Quinta Inn
12.2020 - 11.2021
  • Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
  • Collected room deposits, fees, and payments.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Developed and maintained positive relationships with guests for satisfaction.

Customer Service Representative/Call Center

Spectrum Mobile
04.2020 - 12.2020
  • Managed customer calls effectively in a fast-paced call center
  • Delivered fast and friendly service regarding questions and service complaints
  • Employed empathetic approach to maximize opportunity, build rapport with customers and actively listen to needs
  • Enhanced brand awareness by offering customers current product and service information
  • Met inbound customer needs while maintaining strict performance targets
  • Troubleshoot problems and developed successful solutions
  • Greeted customers and started conversations to assess needs and build rapport
  • Explained billing, insurance and wireless phone operations to familiarize customers with new purchases in processes
  • Discussed pricing and data plans to help customers to services that best suit needs
  • Recommended plans to suit customer budget and preferences.

Customer Service Representative

CheckSmart Financial, LLC
03.2019 - 02.2020
  • Maintained customer satisfaction with forward- thinking strategies focused on addressing customer needs and resolving concerns
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
  • Recommended loan approvals and denials based on customer loan application
  • Counseled debtors on payment options and arranged payment plans with customers
  • Balanced safe vault
  • Opened and closed store
  • Collected data from customers such as employment status and banking information
  • Counted currency and coins
  • Balanced all drawers at opening and closing of the store
  • Approved/Denied customer on automotive title, registration, and installment loans
  • Processed Western Union transactions
  • Processed money order transactions
  • Received inbound calls regarding payment
  • Conducted outbound call for payment reminders
  • Called debtors reading a script on a recorded line.
  • Trained new hires on customer service policies and procedures.
  • Calculated fees due, interest and change for customer transactions.

Customer Service Manager

CSM, Walmart
10.2016 - 03.2019
  • Developed open and professional relationships with team members, enabling better, more effective customer service
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction
  • Processed credit card, EBT, gift card payments on POS
  • Greeted customers and responded to informational requests
  • Exchanged and returned items, noting all details in company database and placed merchandise in bins for restocking
  • Counted tills at beginning of shift with start money, balanced, and reconciled
  • Maximized employee performance with effective training and close mentoring
  • Delivered fast and friendly service regarding questions and service complaints.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

Crew Trainer

McDonald's
11.2015 - 10.2016
  • Assisted customers with sales and needs
  • Maintained a professional restaurant appearance by handling cleanliness and overall presentation ofwork areas
  • Managed orders from start to finish inspecting final products to verify quality and bagging items forcustomers
  • Contributed to positive restaurant reputation by greeting and serving customers with professionalism
  • Tallied money accurately balancing cash drawer at open and close each day
  • Made Signature McCafé drinks
  • Managed orders through Drive-Thru
  • Prevented spread of germs, cleaned and sanitized surfaces and frequently used items on 15 minutebasis
  • Took orders and processed payments by operating touch screen terminals.

Education

GED -

Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ
08.2019

Skills

  • Communication
  • Leadership
  • Problem solving
  • Critical thinking
  • Active listener
  • Customer service
  • Creativity
  • Conflict resolution

Timeline

Bakery Manager

Yummy Cookies
08.2022 - Current

Verification Advocate/ Customer Service Representative

Carvana
10.2021 - 08.2022

Hotel Front Desk Clerk

Wyndham La Quinta Inn
12.2020 - 11.2021

Customer Service Representative/Call Center

Spectrum Mobile
04.2020 - 12.2020

Customer Service Representative

CheckSmart Financial, LLC
03.2019 - 02.2020

Customer Service Manager

CSM, Walmart
10.2016 - 03.2019

Crew Trainer

McDonald's
11.2015 - 10.2016

GED -

Maricopa Community Colleges - Rio Salado Community College

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Kennedy Burkes