Summary
Overview
Work History
Skills
Timeline
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Kenya Simms

Charlotte,NC

Summary

Self-motivated and passionate service specialist with five years of experience ensuring quality customer satisfaction. include: problem-solving in fast-paced environments, fostering a collaborative work environment, managing daily operations, and establishing clear communication between multiple departments.

Overview

5
5
years of professional experience

Work History

Service Specialist

Curri
10.2021 - Current
  • Led process optimization by innovating the driver reimbursement program, ensuring accurate fuel cost tracking, and achieving an 80% reduction in fraudulent reimbursement cases
  • Successfully collaborated with the customer success team to expand routes service in AZ, leveraging carrier market expertise and competitive route pricing strategies, adding 11+ newly added routes within three months
  • Strengthened driver relationships and streamlined communication, resulting in a $14,000 reduction in cancellation costs over a 2-month period
  • Improved driver app proficiency by providing guidance and scheduling regular phone calls for drivers with less technical experience, resulting in enhanced route monitoring and increased efficiency.

Airport Operations Supervisor

JetBlue Airways
07.2019 - 09.2022
  • Managed a high-volume customer service environment, addressing diverse travel needs and ensuring timely resolution of issues, resulting in a 15% increase in customer satisfaction ratings over four months
  • Utilized technical skills in aviation operations to guide and support a group of crew members, resulting in 50% of the team being qualified to act as supervisors during irregular operation scenarios
  • Achieved a 50% increase in team bonding participation by organizing and executing social gatherings that specifically targeted the preferences and interests of crewmembers
  • Conducted and led three comprehensive training classes to ensure the seamless implementation of the EMD initiative.

Shift Supervisor

Starbucks
11.2018 - 06.2019
  • Oversaw and directed a 5-person team, driving a 7% boost in sales by implementing customer-centric interactions throughout the purchasing process
  • Increased operational efficiency by identifying and restructuring closing procedures to allow for parallel completion, resulting in a 15-minute reduction in closing times
  • Individualized daily cleaning checks based on each partner's strength, which resulted in the store maintaining an 'A' grade in sanitation audits.

Skills

  • Python Programming
  • Django web framework
  • Pytest testing framework
  • Database management (SQL, PostgreSQL)
  • Git version control
  • Problem-solving

Timeline

Service Specialist

Curri
10.2021 - Current

Airport Operations Supervisor

JetBlue Airways
07.2019 - 09.2022

Shift Supervisor

Starbucks
11.2018 - 06.2019

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Kenya Simms