Tashima Kenny
Winter Springs,FL
Summary
Hardworking Team Leader with 20 years of experience in customer service. Knowledgeable in KPI analysis, implementation and corrective planning. Engaging and motivational supervisor skilled at training, coaching and developing high-performing employees.
Overview
10
10
years of professional experience
Work History
ACD Ecomm Team Lead
24-7 Intouch
Altamonte Springs, FL
07.2020 - Current
- Directed and supervised team of 16-21 Beauty Advisors to aid in their development with the company.
- Facilitated training for associates through daily and weekly coaching with regular performance appraisals.
- Ensure that the team is consistently meeting service level goal.
- Minimized resource and time losses by addressing employee production issues and directly implementing timely solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Consulted with client partners and outside departments to resolve discrepancies and create effective solutions.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Partnered with senior leadership and client partners to identify and capitalize on sales trends and brand initiatives.
CSR2
24-7 Intouch L’Oreal
Orlando, FL
10.2019 - 07.2020
- Provide Beauty Advisors with solutions to problems that may arise as it relates to the Active Cosmetics Division.
- Grade emails for the ACD team as well as for our NJ partners to ensure that we are providing accurate information for our consumers.
- Deescalate enthusiastic consumers and assist with their needs.
- Monitor email contact queues and manage agent completion as actively as needed.
- Make sure that BA’s are in adhering to proper aux at all times.
- Provide floor support to new hire agents as well as any which are actively training to onboard to the campaign.
- Create replacement orders for consumers through various order management systems.
- Meet with Senior Team Leads to strategize campaign incentives and brand content.
- Assist with any troubleshooting and IT issues.
- Monitoring agents using the chat platform Live Person to ensure that consumer contacts are handled accordingly.
- Provide follow-up coachings to help agents succeed.
- Assist with email escalations to the client regarding orders or codes Create UPS claims for consumers to handle any lost or damaged order concerns.
- Provide agents with product updates and brand processes that assist in the overall campaign success.
Beauty Advisor
24-7 Intouch L’Oreal
Orlando, FL
04.2019 - 10.2019
- Assist consumers in choosing products that would best suit their skincare needs Place orders to ensure that consumers have the best checkout experience.
Lead Pharmacy, Technician/Manager
Cinergy Pharmacy
Orlando, FL
08.2014 - 09.2016
- Involved in new pharmacy setup including applying for pharmacy contacts Managed up to 8 employees Reconciling claim payments from insurance companies Maintaining inventory Communicate with patients in gaining information on their background and medical history.
Education
Pharmacy Technician -
Queens College
Associates - Occupational Studies in Office Administration
Wood Tobe-Coburn School
Skills
- Production Monitoring
- Key performance indicators
- Employee Evaluation
- Performance improvement
- Quality control
- Resource Allocation
- Daily workflow improvement
- Staff education and training
- Complaint resolution
- Client Service
Additional Information
- AWARDS , The Paradise Award
Timeline
ACD Ecomm Team Lead
24-7 Intouch
07.2020 - Current
CSR2
24-7 Intouch L’Oreal
10.2019 - 07.2020
Beauty Advisor
24-7 Intouch L’Oreal
04.2019 - 10.2019
Lead Pharmacy, Technician/Manager
Cinergy Pharmacy
08.2014 - 09.2016
Pharmacy Technician -
Queens College
Associates - Occupational Studies in Office Administration
Wood Tobe-Coburn School