KENDRA GRANDESON
Ferdinand
Summary
Dynamic customer service leader with a proven track record at TOUCH OF CLASS, excelling in complaint handling and team member training. Enhanced service quality through effective problem-solving and developed training materials that improved onboarding efficiency. Recognized for implementing strategies that significantly reduced customer inquiries and optimized team performance.
Overview
18
18
years of professional experience
Work History
Lead Customer Service Representative
TOUCH OF CLASS
07.2020 - Current
- Mentored team members to enhance customer service skills and improve team performance.
- Resolved complex customer inquiries through effective communication and problem-solving techniques.
- Developed training materials to streamline onboarding processes for new representatives.
- Analyzed customer feedback to identify trends and implement service improvements.
SHIFT MANAGER
JASPER 8
02.2007 - 01.2018
- Supervised daily operations, ensuring compliance with safety standards and company policies.
- Trained and mentored team members to enhance performance and operational efficiency.
- Implemented process improvements, reducing waste and optimizing resource allocation.
- Coordinated shift schedules, balancing workload and staff availability for maximum productivity.
3RD KEY CARRIER
DOLLARGE GENERAL
07.2008 - 08.2010
- Supervised daily operations, ensuring adherence to company policies and procedures.
- Trained and mentored new team members on inventory management systems.
- Implemented loss prevention strategies, reducing shrinkage through effective monitoring.
- Coordinated merchandise replenishment, optimizing stock levels and display standards.
Education
GED -
FOREST PARK
Ferdinand, IN01-2008
Skills
- Complaint handling
- Team member training
- Call management
- Work prioritization
Timeline
Lead Customer Service Representative
TOUCH OF CLASS
07.2020 - Current
3RD KEY CARRIER
DOLLARGE GENERAL
07.2008 - 08.2010
SHIFT MANAGER
JASPER 8
02.2007 - 01.2018
GED -
FOREST PARK
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