KYRSTIN HAMED
Atlanta,GA
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies. Known for successfully handling escalated customer support issues.
Overview
8
8
years of professional experience
Work History
Supervisor/Dispatcher Coordinator
Marksman Security
07.2023 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Screened vendors and contractors before granting access to restricted areas within the buildings.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Managed 25-50 incoming calls per day and 100+ radio communication simultaneously, while maintaining composure and professionalism under pressure.
- Communicated with Security Officers and personnel to coordinate timely tenants requests, and opening and closing duties of all three buildings.
- Documented all communications via computer from the Radio, Phones and Intercoms.
- Recorded incident reports with detailed accounts of occurrences.
- Monitored alarm systems and CCTV footage to enable prompt attention and response.
- Supervised and evaluated security staff performance to determine compliance with safety regulations.
Covid Testing Coordinator
ITV Network
12.2021 - 08.2023
- Trained and developed 10 new testing team members and provided continuous mentoring.
- Enhanced testing efficiency by streamlining test coordination processes and procedures.
- Developed comprehensive training materials to enhance tester skills and knowledge, leading to more accurate results.
- Streamlined reporting processes, ensuring clear communication of findings to relevant 100+ parties while minimizing time spent on administrative tasks.
- Assisted in the development of robust test plans, incorporating best practices for maximum effectiveness.
- Facilitated effective communication between testers, developers, and stakeholders to ensure timely resolution of issues.
- Promoted a positive work environment by fostering strong relationships with colleagues, high profile clients, and stakeholders alike in the pursuit of shared goals regarding testing success.
- Drafted reports to detail findings from testing phases.
- Reduced testing errors through meticulous attention to detail and diligent monitoring of testing protocols.
- Exceeded client expectations consistently by delivering exceptional service and support throughout the testing process.
- Completed data entry tasks with accuracy and efficiency.
Customer Service Manager
Clove + Hallow
08.2020 - 05.2023
- Acted as the liaison for standard and protocol for all customer communications via phone, live chat, and email
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction
- Audited customer account information to identify issues and develop solutions.
- Responded to 50 incoming phone calls and 80+ online customer service requests within designated turnaround time to improve customer satisfaction ratings
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes
- Monitored phone calls to provide feedback and coaching.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Customer Experience Analyst
Kinetic Content
09.2019 - 06.2020
- Developed member experience process improvement reports and reporting metrics and provide recommendations related to employee performance and member feedback
- Successfully applied both qualitative and quantitative analysis skills as part of understanding overall member experience
- Analyzed data to understand member behavior, customer effort and quality and effectiveness of online customer-facing content
- Pulled data from multiple sources into statistical software package for normalizing Member Service traffic across channels using automated data merging techniques.
Admin/Data Entry Clerk
First American Title
06.2016 - 09.2019
- Composed and released a variety of high-level correspondence to ensure timely, effective, professional correspondence
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to services
- Answered 50+ calls per shift to assist with customer questions and concerns
- Typed correspondence and reports from rough drafts, edited grammar, punctuation, and spelling as needed to ensure effective accurate, and timely correspondence.
- Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
Education
Bachelor of Science -
The Art Institute of Atlanta
Atlanta, GASkills
- Efficient and Detail-Oriented
- Email Support
- Complex Problem-Solving
- Time Management
- Creative Problem Solving
- Call Documentation
- Order and Refund Processing
- Salesforce
- Data Entry
- CRM Software
- Live Chat
- Microsoft Office
- Gorgias
- Analytics
- Staff Management
- Training and mentoring
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteOn-SiteImportant To Me
Work-life balancePaid time off401k matchCompany CultureFlexible work hoursCareer advancementTeam Building / Company RetreatsHealthcare benefitsAccomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 20+ staff members.
- Documented and resolved customer queries which led to build and maintain customer retention.
Timeline
Supervisor/Dispatcher Coordinator
Marksman Security
07.2023 - Current
Covid Testing Coordinator
ITV Network
12.2021 - 08.2023
Customer Service Manager
Clove + Hallow
08.2020 - 05.2023
Customer Experience Analyst
Kinetic Content
09.2019 - 06.2020
Admin/Data Entry Clerk
First American Title
06.2016 - 09.2019
Bachelor of Science -
The Art Institute of Atlanta
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