Summary
Overview
Work History
Education
Skills
Technology Skills
Timeline
Generic

KENNETH NEWMAN

Salt Lake City,UT

Summary

Motivated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.



Overview

19
19
years of professional experience

Work History

Product Manager

United Parcel Service
10.2021 - 06.2024
  • Developed product documentation to communicate upcoming features and products to internal teams
  • Led cross-functional teams to deliver high-quality products on time and within budget constraints
  • Continuously monitored customer feedback channels after launch to gather insightful data for future iterations or updates

EPIC Supervisor

United Parcel Service, UPS
08.2020 - 10.2021
  • Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills
  • Acted as a liaison between upper management and staff members, effectively communicating expectations from both parties while addressing any concerns that arose during operations
  • Established and implemented training programs for new hires, improving overall team productivity and performance

Customer Quality Management Supervisor

United Parcel Service
11.2015 - 08.2020
  • Managed a team of 15 advisors with strategic direction through employee relations, analysis, budget, and training
  • Provided support to external customers by meeting their needs and providing first-call resolution
  • Monitored calls and emails analyzing trends to track employee performance to improve the high quality of customer service


Contact Center Customer Service Supervisor

United Parcel Service, UPS
06.2014 - 11.2015
  • Managed a team of 50 agents as a Customer Service Supervisor by monitoring, coaching, and providing specific feedback to meet performance requirements, including quality, productivity, attendance, compliance, and any other KPIs
  • Reduced average handle time by 10 seconds and increased quality by 5% over 6 months
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.

Operations Supervisor

United Parcel Service
08.2005 - 06.2014
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks
  • Motivated and trained employees to maximize team productivity
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly

Education

Master of Science - Management and Leadership

Western Governors University
Salt Lake City, UT
11.2018

Bachelor of Science - Communication

University of Utah
Salt Lake City, UT
08.2009

Skills

  • Communication
  • Application support
  • Team Collaboration
  • Technical Troubleshooting
  • Team Development
  • Change Management
  • Project Planning
  • Cross Functional Leadership
  • Warehouse Operations
  • Hiring and Training
  • Operations Management
  • Logistics Management

Technology Skills

  • Microsoft Office
  • Windows
  • Data Analysis
  • Salesforce
  • Whatfix

Timeline

Product Manager

United Parcel Service
10.2021 - 06.2024

EPIC Supervisor

United Parcel Service, UPS
08.2020 - 10.2021

Customer Quality Management Supervisor

United Parcel Service
11.2015 - 08.2020

Contact Center Customer Service Supervisor

United Parcel Service, UPS
06.2014 - 11.2015

Operations Supervisor

United Parcel Service
08.2005 - 06.2014

Master of Science - Management and Leadership

Western Governors University

Bachelor of Science - Communication

University of Utah

Similar Profiles

CREATE PROFILE
KENNETH NEWMAN