KENNEY SAINT ULYSSE
Miami,FL
Summary
Results-driven CRS expert with a strong track record of delivering first-contact resolution and enhancing customer satisfaction. Demonstrated ability to manage complex issues, escalations, and workflow coordination to ensure efficient and effective service delivery. Skilled in adapting to changing priorities while supporting floor operations and maintaining service excellence. Experienced in contributing to workforce planning efforts, supporting talent acquisition processes, and collaborating with stakeholders to improve overall operational performance.
Overview
6
6
years of professional experience
Work History
MI60 Manager-in-60 Rotational Program
AT&T
Miami, FL
03.2026 - Current
- Selected for competitive MI60 rotational program and supporting 40+ experts, delivering real-time floor support, chat monitoring, and operational assistance during peak periods
- Enabled timely escalation and resolution of customer issues by working closely with agents and leadership to remove barriers, ensuring consistent service levels and strong first-contact resolution performance.
- Recognized for reliability and quick problem-solving while assisting complex customer situations, ensuring operational continuity and elevated team performance
- Provided real-time support to experts through internal chat, leveraging knowledge base tools to deliver accurate guidance and resolutions for customers, retail teams, and in-home experts while ensuring consistent service levels.
Consumer Retail Support Representative
AT&T
Miami, FL
07.2025 - Current
- Managed high-volume customer interactions across phone, chat, and email, consistently ranked as a top-performing employee with over 100+% sales attainment and achieving 100% across all key performance metrics. Resolution Rate, Schedule Adherence, Yield, and CRM Utilization.
- Resolved billing, payment, collections, and service inquiries with a 100% resolution rate, minimizing escalations and reducing repeat customer contact.
- Maintained 100% CRM compliance and schedule adherence, ensuring accurate interaction logging, data integrity, and consistent queue coverage.
- Diagnosed and troubleshot service issues independently, Collaborate with internal teams to escalate and resolve complex service requests.
- Built customer trust through empathetic, solution-focused service, driving higher satisfaction outcomes and a measurable Resolution Rate, Schedule Adherence, Yield, and CRM Utilization.
Talent Acquisition Coordinator
V&L International Models & Talent Agency
Taipei, Taiwan
04.2020 - 08.2024
- Collaborated with HR and department managers to forecast future hiring needs.
- Conducted initial resume screenings to evaluate qualifications for open positions.
- Managed recruitment agency relationships to improve role fulfillment efficiency.
- Developed innovative strategies for attracting and retaining top talent.
Education
MBA - Business Administration And Management
Tamkang University
Taiwan07-2024
Bachelor of Business Administration - Global Business Management
Yuan Ze University
Taiwan02-2021
Skills
- First-contact resolution
- Satisfaction enhancement
- Escalation management
- Adaptability to change
- Complex problem solving
- Workflow coordination
- Floor supervision & support
- Customer service excellence
- Workforce planning & demand forecasting
- Talent acquisition & candidate screening
- Stakeholder & vendor (recruitment agency) management
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Haitian Creole
Native/ Bilingual
Spanish
Elementary
Timeline
MI60 Manager-in-60 Rotational Program
AT&T
03.2026 - Current
Consumer Retail Support Representative
AT&T
07.2025 - Current
Talent Acquisition Coordinator
V&L International Models & Talent Agency
04.2020 - 08.2024
Bachelor of Business Administration - Global Business Management
Yuan Ze University
MBA - Business Administration And Management
Tamkang University
References
References available upon request.