Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Kyle Kennedy

Austin

Summary

Experienced with comprehensive client recovery planning and support. Utilizes effective communication and critical thinking to address complex recovery challenges. Track record of fostering positive client outcomes through collaborative and adaptable strategies.

Overview

12
12
years of professional experience

Work History

Recovery Specialist

Infinite Recovery
05.2024 - Current
  • Provided clients one on one sessions walking through the 12 steps of AA
  • Held clients accountable to their behavior
  • Provided crisis intervention services when needed, preventing relapse and promoting continued growth in recovery.
  • Enhanced client recovery by developing and implementing individualized peer support plans.
  • Documented client interactions accurately and diligently, ensuring proper tracking of progress over time.
  • Coordinated closely with clinical staff regarding updates on client progress or concerns that may require additional intervention or support.

Operations Manager

Eudaimonia Recovery Homes
11.2023 - 05.2024
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Provide safe and sober environment for individuals in recovery
  • Oversaw facility maintenance
  • Handled face to face interactions for billing and admissions

RCA

Eudemonia Recovery Homes
07.2021 - 10.2022
  • Assist with milieu management and monitor client attendance at program activities.
  • Provide direction/redirection to clients and support their recovery process.
  • Complete daily checklists and report facility issues.
  • Recognize and intervene in crisis situations.
  • Maintain competence in using information systems and documenting pertinent information.
  • Maintain communication with the Shift Supervisor and notify them of any unscheduled absences.
  • Interact professionally with clients, visitors, and staff.

Account Manager

SAF
03.2017 - 04.2021
  • Business to Business Sales for ATT Fiber optics
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.

Intake Specialist

Legal Intake Professionals
10.2016 - 03.2017
  • Provide case information for 300 plus law firms across the country
  • Severed as first contact for current clients and potential clients
  • Provided great empathy and accurate documentation for potential clients.
  • Managed work flow to exceed quality service goals.
  • Strong leader of customer support staff.

Customer Relations Representative

Verizon Wireless
01.2014 - 06.2016
  • Leadership position providing support for call center representatives when their customers request to escalate their situation.
  • Use national call tracker tool to determine customer call drivers.
  • Run daily meetings and coaching.
  • Provide problem solving for associate directors on high profile customer accounts.
  • One on one coaching and live jack in coaching for team members.
  • After call supervisor survey call back to determine how representative's calls could have been improved and investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Leading Customer Relations representative finishing top 5% each year in all stats
  • Managed client accounts, ensuring accurate record-keeping and timely follow-ups on outstanding issues.

Problem Solver

Amazon
05.2013 - 03.2014
  • Solved unresolved customer issues.
  • Provided support to Pick department when customer orders are not correct or not stored in proper place.
  • Insured all order departed the department in a timely manner.
  • Trained staff on operating procedures and company services.
  • Effective liaison between customers and internal departments.

Education

Associate of Science - Computer Science

Middle Tennessee
Murfreesboro, Tn

Skills

  • Project oversight
  • Crisis intervention
  • Streamlined workflow processes
  • Experienced in Microsoft Office Suite applications
  • Client-oriented
  • Adept at identifying solutions
  • Experienced trainer
  • Strong time management abilities
  • Experienced in customer service operations
  • Workforce development
  • Effective team leadership
  • Clear and concise speaking
  • Driven individual

Languages

English

Timeline

Recovery Specialist

Infinite Recovery
05.2024 - Current

Operations Manager

Eudaimonia Recovery Homes
11.2023 - 05.2024

RCA

Eudemonia Recovery Homes
07.2021 - 10.2022

Account Manager

SAF
03.2017 - 04.2021

Intake Specialist

Legal Intake Professionals
10.2016 - 03.2017

Customer Relations Representative

Verizon Wireless
01.2014 - 06.2016

Problem Solver

Amazon
05.2013 - 03.2014

Associate of Science - Computer Science

Middle Tennessee

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