Michelle Kennedy
Yukon,OK
Summary
Dynamic professional seeking a pivotal role in an organization that values strong leadership and exceptional customer service. Proven track record in supervising teams and enhancing operational efficiency, with a commitment to achieving organizational goals. Adept at multitasking in fast-paced environments while maintaining a focus on quality and customer satisfaction. Eager to contribute skills and experience to drive success and foster a positive workplace culture.
Overview
24
24
years of professional experience
Work History
Team Lead
Loves Corporate Contact Center
Oklahoma City, OK
04.2022 - Current
- Trained and mentored new team members on company policies and customer interaction techniques.
- Resolved escalated customer issues by employing conflict resolution techniques and ensuring timely follow-up.
- Monitored team performance metrics to assess effectiveness and drive continuous improvement initiatives.
- Facilitated regular team meetings to foster open communication and address challenges proactively.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use.
Rural Carrier Associate
United States Postal Service
Oklahoma City, OK
01.2020 - 2022
- Responsibilities include delivering and collecting mail and parcels
- Provide money orders, sell stamps and supplies to rural customers
- Sort and case mail prior to delivery
- Train new RCA’s on rural routes
Supervisor
Pets & People Humane Society
Yukon, OK
01.2002 - 01.2020
- Supervise the activities of kennel staff and volunteers to insure the well being of our animals
- Conducted interviews and facilitated hiring processes to build a high-performing team.
- Created and organized schedules for employees to ensure adequate staffing levels.
- Facilitated training programs for new employees on animal care techniques and safety protocols.
- Senior Adoption Specialist matching potential forever homes with adoptable cats and dogs
- Provided comprehensive placement recommendation information on a daily basis to support decision-making processes.
- Maintain P&P website regarding adoptable pets online profile
- Manage the Shelter Management System software/app input for all shelter animals
- Facilitated completion of paperwork for pet adoption processes.
- Performed comprehensive evaluations and provided medical treatments to support animal welfare.
- Managed routine kennel activities to ensure animal well-being and hygiene standards.
Education
High School Graduate -
Mustang High School
01-2001
Skills
- Excellent Strategist - Provide solutions that boost productivity and efficiency across the organization Quickly identify problem areas and implement effective solutions to meet goals
- Exceptional organizational skills - Consistently recognized by colleagues for exceptional talents in problem resolution in fast-paced environments
- Strong sense of responsibility - Solid professional standards; excellent track record of dependability Maintain focus on achieving results while implementing solutions to meet a diversity of needs
- Computer Skills – Knowledgeable of computer programs to include MS Windows, Word, Excel, Outlook, etc
Affiliations
- Pets and People Board of Directors
- Organize and participate in numerous fund raising events
- Participant in the foster program
Timeline
Team Lead
Loves Corporate Contact Center
04.2022 - Current
Rural Carrier Associate
United States Postal Service
01.2020 - 2022
Supervisor
Pets & People Humane Society
01.2002 - 01.2020
High School Graduate -
Mustang High School
Career Overview
- Loves Corporate Contact Center
- TeamLead
- United States Postal Service Oklahoma City, OK 2020-2022
- Rural Carrier Associate
- Pets and People Humane Society Yukon, OK 2002-2020
- Supervisor