KENYANTA JAMES
Lithonia,USA
Summary
Detail-oriented Master Scheduler with 8 years of experience. Adept at setting long-term goals and monitoring day-to-day functionality. Successful at leading by example and solution-oriented problem-solving.
Results-driven scheduling professional with proven track record in managing intricate production timelines and optimizing workflow efficiency. Known for strong focus on team collaboration and delivering reliable results under changing conditions. Skilled in strategic planning and problem-solving to enhance operational efficiency.
Developed crucial skills in high-stress environments, focusing on crisis intervention and therapeutic techniques. Gained expertise in active listening and conflict resolution, ensuring effective support in critical situations. Seeking to transition to new role where these skills can drive positive outcomes in different setting.
Experienced with customer service billing processes, supervision, and team management. Utilizes expertise in billing systems and customer service to drive operational efficiency. Track record of improving team performance and customer satisfaction through effective leadership.
Overview
10
10
years of professional experience
Work History
Master Scheduler
Transdev Transportation
07.2024 - Current
- Consistently met tight deadlines by closely tracking progress and making timely adjustments as needed.
- Answered customer questions and fulfilled specialized client needs.
- Adapted quickly to changing business needs by modifying schedules as required while maintaining visibility across all affected functions.
- Analyzed capacity utilization trends to identify areas for improvement in resource allocation and work order sequencing.
- Implemented best practices in scheduling methodologies to optimize workflow efficiency and minimize bottlenecks.
- Set schedules for 200 staff by planning and designating shifts and hours.
CUSTOMER SERVICE MANAGER
ARC GAMING
10.2022 - 04.2024
- Improved dispatch efficiency by implementing new scheduling and routing strategies
- Streamlined communication processes for better coordination between drivers, customers, and warehouse staff
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
DISPATCH MANAGER
Unitus security
01.2021 - 10.2022
- Maintained updated and detailed records of calls in physical and electronic database
- Closely monitored dispatch board to triage and prioritize over 50 daily calls
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands
- Managed a team of dispatchers, fostering a collaborative work environment to ensure smooth operations.
- Promoted safety culture among drivers by reinforcing compliance with regulations and conducting regular safety meetings.
- Enhanced customer satisfaction by addressing issues promptly and providing accurate delivery updates.
- Improved dispatch efficiency by implementing new scheduling and routing strategies.
CRISIS WORKER
Behavioral Health Crisis Center
01.2020 - 01.2021
- Conducted thorough follow-up evaluations to monitor progress, ensuring optimal post-crisis care for clients.
- Implemented continuous quality improvement initiatives that led to enhanced client satisfaction levels and reduced wait times for services.
- Maintained accurate records of client interactions, enabling data-driven decision-making regarding program improvements and resource allocation.
- Performed verbal de-escalation to resolve crises.
- Supported clients in developing coping skills.
- Strengthened team cohesion through regular meetings focused on collaboration, professional development opportunities, and mutual support during challenging situations.
- Provided empathetic support to clients in crisis, guiding them towards appropriate resources and interventions.
- Enhanced crisis response efficiency by implementing new communication strategies and coordinating with relevant agencies.
- Managed high-stress situations calmly, effectively deescalating conflicts and addressing client concerns.
- Improved client outcomes with comprehensive risk assessments, safety planning, and resource allocation.
SURVEILLANCE OPERATOR
Jack Cincinnati Casino
06.2017 - 09.2019
- Reviewed video feeds to observe activity at gaming tables, slot machines and in other areas
- Documented suspicious activity and events through detailed reports, submitting timely updates to supervisors
- Operated surveillance equipment, video recorders and computers to monitor activities within facility
- Reviewed live and archived video surveillance footage for investigative purposes
- Maintained log of surveillance operations, noting discrepancies or suspicious activity
- 3 years of experience as a Surveillance Operator at a casino monitoring and analyzing security footage
- Implemented and maintained surveillance equipment to ensure optimal performance and security measures
- Trained staff on surveillance protocols and best practices for monitoring activities on the premises
- Increased efficiency by effectively multitasking between multiple screens, camera angles, and areas under observation.
- Ensured compliance with gaming regulations by consistently monitoring operations and reporting any discrepancies observed.
HR GENERALIST
Quik Video Solutions
09.2014 - 06.2019
- Reviewed and screened applicant resumes to identify qualified candidates
- Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes and talent management
- Liaised between management and employees to deliver conflict resolution, alleviate problems and interpret compensation and benefits policies
- Planned and managed recruitment activities for new hires using strategic personnel, staffing and position management practices
- Oversaw and managed hiring process and assisted human resources
- Maintained work structure by updating job requirements and job descriptions for positions.
- Ensured compliance with labor laws, reducing legal risks through regular policy reviews and updates.
- Reviewed and screened applicant resumes to identify qualified candidates.
Education
Bachelor of Science - Psychology
University of Arizona
Atlanta, GA02.2025
High School Diploma -
Miller Grove Highschool
Lithonia, GA05-2012
Skills
- Customer service
- Communication
- Problem-solving
- Customer satisfaction
- Team management
- Dispatch operations
- Crisis intervention
- Group therapy
- Risk assessment
- Documentation
- Interpersonal skills
- Surveillance operations
- Security monitoring
- Recruitment
- Employee relations
- HR policies
- Training and development
- Data accuracy
- Performance management
- Relationship building
- Quality inspection
- Agile methodology
- Understanding of human psychology
- Child and Adult Psychology
- Clinical psychology
- Customer service and engagement
- Retail sales customer service
- Customer service advocacy
- Telehealth proficiency
- Dual diagnosis treatment
- Substance abuse awareness
- Client advocacy
- Grief and loss support
- Empathy development
- Anger management strategies
- Family support coordination
- Community resource navigation
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 200 staff members.
- Collaborated with team of 8 in the development of Crisis communications system.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Personal Information
Date of Birth: 01/19/94
Timeline
Master Scheduler
Transdev Transportation
07.2024 - Current
CUSTOMER SERVICE MANAGER
ARC GAMING
10.2022 - 04.2024
DISPATCH MANAGER
Unitus security
01.2021 - 10.2022
CRISIS WORKER
Behavioral Health Crisis Center
01.2020 - 01.2021
SURVEILLANCE OPERATOR
Jack Cincinnati Casino
06.2017 - 09.2019
HR GENERALIST
Quik Video Solutions
09.2014 - 06.2019
Bachelor of Science - Psychology
University of Arizona
High School Diploma -
Miller Grove Highschool
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