Kearnell Richardson Email & Phone Number

Columbia, Maryland, United States

A self-driven and dedicated real estate professional, Kearnell assists clients with all of their real estate needs. Whether it’s helping clients buy, sell or invest in real estate, Kearnell goes above and beyond to exceed client expectations. When you work with Kearnell, you receive a knowledgeable and professional REALTOR®, a committed ally to negotiate on your behalf, the systems and technology in place to streamline the buying or selling of your home and the backing of a trusted company… Show more A self-driven and dedicated real estate professional, Kearnell assists clients with all of their real estate needs. Whether it’s helping clients buy, sell or invest in real estate, Kearnell goes above and beyond to exceed client expectations. When you work with Kearnell, you receive a knowledgeable and professional REALTOR®, a committed ally to negotiate on your behalf, the systems and technology in place to streamline the buying or selling of your home and the backing of a trusted company, Keller Williams Realty. Show less

Silver Spring, Maryland, United States

Accountable for VCM Digital Analytics and Reporting, focus on delivering Digital Analytics insights and actionable recommendations to support achievement of Digital, Tech Support, and Sales and Service Call Center performance targets. Partnering with Channel Owners (Digital and Strategic Sales, Call Center, IVR) and Customer Engagement team to ensure actions are driven by use cases across functions (Sales, Service, Billing, Support) and channel experience. Reduce manual reporting efforts… Show more Accountable for VCM Digital Analytics and Reporting, focus on delivering Digital Analytics insights and actionable recommendations to support achievement of Digital, Tech Support, and Sales and Service Call Center performance targets. Partnering with Channel Owners (Digital and Strategic Sales, Call Center, IVR) and Customer Engagement team to ensure actions are driven by use cases across functions (Sales, Service, Billing, Support) and channel experience. Reduce manual reporting efforts through the delivery of digital analytics report automation.o Revamped outdated Digital Growth and TVE reporting, coordinating the development and alignment of new digital reporting across multiple workgroups, partnering with SSO, eDesk, Digital Marketing, Hadoop DW, and IT Development teams to bring reports into automated production.o Completed phase I development of new semantic layer reporting for SSO and Authorization data; reporting now available in VZAI portal under Digital Analytics. o Conducted data validation of fifteen new WMT Install and Repair reporting initiatives. Automated reports now available downstream in VZAI reporting tool.o Supported the development and launch of eight new Life on Fios Sales Funnel enhancements. o Completed thirteen dashboard conversions moving from expired Alteryx BI tool to Oozie automation flow, sourcing HADOOP Data Warehouse and Unified Data Model (UDM).o Answered multiple ad hoc requests from Digital clients and Senior Leadership. o Trained teammates and transitioned all work responsibilities prior to retirement from Verizon in 1Q19. Show less

United States

Accountable for the CMB Call Driver Dashboard, Tech Support and Retail Call Rate Analysis, Tableau dashboard development, Report Automation, First Ticket Resolution performance, Functional Work Share performance reporting, and delivering actionable business intelligence to support stakeholders, meet strategic targets and improve the customer experience.o Led the Rapid Response Analytics Team answering daily ad hoc analytics requests for both stand-alone and continuous reporting.o… Show more Accountable for the CMB Call Driver Dashboard, Tech Support and Retail Call Rate Analysis, Tableau dashboard development, Report Automation, First Ticket Resolution performance, Functional Work Share performance reporting, and delivering actionable business intelligence to support stakeholders, meet strategic targets and improve the customer experience.o Led the Rapid Response Analytics Team answering daily ad hoc analytics requests for both stand-alone and continuous reporting.o Produced weekly aggregated ticket and call driver source file, mining data from multiple sources, to provide a single data source file for CIR Tableau dashboard.o Provided top ticket and portal driver reports of Tech and Retail call drivers and upward pressures for weekly Volume Reduction Working Team Calls with Senior Leadership. o Provided pre-launch forecast and post deployment impact analysis of multiple company initiatives - such as email migration campaigns, channel removals, device firmware pushes, password lockouts, pricing events, etc. - to mitigate call volume impact to Tech Support and Retail centers. o Developed and launched the Tech/Retail Call In Rate (CIR) Tableau Dashboard, eliminating conventional Excel based CIR reporting, providing call driver trending to Leadership and stakeholders.o Deployed Loyalty Queue Agent Level Dashboard for CSSCo Led cross-functional team, consisting of NORM, CMO, Network and BI&A team members, to align FiOS, HSI, and Copper trouble ticket disposition coding and call driver disposition categorization, for streamlined Call In Rate and Network Report Rate measurements. This effort resulted in the adoption of the new, streamlined categorizations, with "Roll up" taxonomy, into NORM for standardized Executive dashboard reporting. Show less

Championed the roles of HSI Volume Reduction and HSI New Products and Services Manager. Accountable for managing HSI Call Rate, ensuring HSI Tech Support vendor center call volumes did not exceed the annual forecast commitment. Accountable for managing the HSI New Product and Service launch process to mitigate potential call volume impact to HSI Tech Support. Responsible for managing and developing three management direct reports. o Published weekly/monthly call rate metrics, driver… Show more Championed the roles of HSI Volume Reduction and HSI New Products and Services Manager. Accountable for managing HSI Call Rate, ensuring HSI Tech Support vendor center call volumes did not exceed the annual forecast commitment. Accountable for managing the HSI New Product and Service launch process to mitigate potential call volume impact to HSI Tech Support. Responsible for managing and developing three management direct reports. o Published weekly/monthly call rate metrics, driver analysis, deep dive reporting and various ad hoc reports to Operations Team.o Maintained consistent yr/yr reduction in HSI call rate from 2009 to 2011.o Successfully launched seven new HSI products and services in 2011 with no discernible impact to HSI call rate.o Recipient of the VP's Credo Award for Outstanding Performance in 2011 Show less

Accountable for a broad array of staff, executive support, and facilitation management duties for VP, Executive Director, Directors, and Managers in support of HSI (High Speed Internet) Global Operations. Responsibilities included: oversight of weekly conference calls, organizing various Executive Director/Director level meetings, planning and facilitating face to face HSI Global Operations events and cross functional affairs, conducting weekly/monthly data mining and analysis for I Code… Show more Accountable for a broad array of staff, executive support, and facilitation management duties for VP, Executive Director, Directors, and Managers in support of HSI (High Speed Internet) Global Operations. Responsibilities included: oversight of weekly conference calls, organizing various Executive Director/Director level meetings, planning and facilitating face to face HSI Global Operations events and cross functional affairs, conducting weekly/monthly data mining and analysis for I Code reporting and HSI performance analysis, creating and delivering Executive level presentations, conducting ad hoc studies on demand, and maintaining oversight of all Business Continuity and Emergency Management related planning for the HSI Global Operations organization.o Organized and facilitated the weekly HSI Governance calls with Senior VPs. o Organized and facilitated the Weekly HSI Staff Calls for Executive Directors.o Planned and coordinated all Director monthly face to face staff meetings and planning sessions.o Provided weekly updates on current HSI initiatives and ongoing activities to Senior Leadership.o Successfully planned and coordinated all HSI Regional Summits conducted throughout 2006-2008.o Organized and facilitated numerous HSI Global Operations events and cross functional affairs such as Senior VP Town Halls, Exec. Director Face to Face Sessions, HSI Ops Forum, and sales events.o Planned and coordinated HSI Tech Support - Provisioning and Maintenance Planning Sessionso Served as HSI SPOC for all NOS Business Continuity Planning/Emergency Preparedness Planning.o Successfully coordinated the separation of HSI Operations in all North Central states to Frontier Communications.o Provided daily/weekly/Monthly HSI Provisioning I Code reportingo Received the Executive Director’s Certificate of Excellence for Outstanding Performance in Contingency Planning 1998. Show less

Accountable for organizational metrics, analysis and reporting, productivity, web page support, resource management, force planning, asset management, and capital vs expense management.o Created an automated maintenance productivity measurement tool which compiled daily trouble ticket data and rendered national, standardized, productivity results, from technician to Director level.o Designed an interactive I Report web tool enabling end users to query the entire 2004 I code trouble… Show more Accountable for organizational metrics, analysis and reporting, productivity, web page support, resource management, force planning, asset management, and capital vs expense management.o Created an automated maintenance productivity measurement tool which compiled daily trouble ticket data and rendered national, standardized, productivity results, from technician to Director level.o Designed an interactive I Report web tool enabling end users to query the entire 2004 I code trouble ticket data set using “individual specific” criteria, and rendered results in both data table and bar graph formats.o Produced weekly and monthly provisioning metrics, i.e., Waterfall Backlog Report, Provisioning Backlog Report- by Product Type, and SRD Performance.o Served on multiple cross-functional teams consisting of various Broadband and ILEC entities, conducting special studies aimed at improving the overall order flow process, and decreasing order fall out on both the Core and Broadband sides of the business. Show less

Accountable for providing detailed monthly analysis of all DSL initial troubles reported within thirty days of a circuit's completion date. Provided monthly provisioning metrics to Regulatory Affairs for FCC reporting. Supported PCC initiatives by building automated tools to aid PCC and ISP Champions. Provided ad hoc provisioning analysis and reporting for the Vice President, National Provisioning Metrics Manager, and East/West Directors on demand. Created Executive level… Show more Accountable for providing detailed monthly analysis of all DSL initial troubles reported within thirty days of a circuit's completion date. Provided monthly provisioning metrics to Regulatory Affairs for FCC reporting. Supported PCC initiatives by building automated tools to aid PCC and ISP Champions. Provided ad hoc provisioning analysis and reporting for the Vice President, National Provisioning Metrics Manager, and East/West Directors on demand. Created Executive level presentations.o Automation - created a process that enabled all PCC reporting to be fully automated, increasing productivity without increasing employee headcount.o CCI Analysis - created a Customer Contact Indicator database and developed automated data collection of CCI data for analysis.o Web Reporting - developed a metrics and analysis web page and a program that generated, published, and auto e-mailed reports, without the need for manual intervention.o I-Reports - developed the PCC's first National, Weekly and Monthly I-Reports, which analyzed DSL maintenance tickets by trouble type and calculated trouble percentages for both network and end to end provisioning, by Line of Business,o Database Administration - managed the daily collection and assimilation of all DSL troubles from multiple data feeds and trouble ticketing systems, into a single data warehouse for analysis and reporting.o Recipient of the Circle of Excellence Award for Outstanding Achievement in 2001 Show less

Accountable for managing, developing, and continually motivating a team of 25 Sales Consultants. Championed the role of Sales, developing sales contests and promotions ensuring the Calverton RSSC met its revenue and strategic product objectives. Managed the sales budget and tracked revenue and unit progress daily.o As Sales Champion, I led the Calverton RSSC to achieve a 106.9% attainment in revenue for 1999.o Led my individual sales team to achieving 108.9% attainment of its… Show more Accountable for managing, developing, and continually motivating a team of 25 Sales Consultants. Championed the role of Sales, developing sales contests and promotions ensuring the Calverton RSSC met its revenue and strategic product objectives. Managed the sales budget and tracked revenue and unit progress daily.o As Sales Champion, I led the Calverton RSSC to achieve a 106.9% attainment in revenue for 1999.o Led my individual sales team to achieving 108.9% attainment of its revenue objective for 1999.o Led my individual sales team to achieving 105.2% attainment of its strategic product objective for 1999. Show less

Accountable for delivering Bell Atlantic's Regional Attendance Plan training to Management and Consultant body, interfacing with CORE to facilitate the timely administration of FMLA, and managing attendance control for 250 Sales and Service Consultants. Accountable for managing the FCC “90% Call Answered in 20 seconds” access requirement, answering all CWA Union grievances for the Calverton RSSC, and providing on site Lan/Desktop support for the Calverton center. o Exceeded… Show more Accountable for delivering Bell Atlantic's Regional Attendance Plan training to Management and Consultant body, interfacing with CORE to facilitate the timely administration of FMLA, and managing attendance control for 250 Sales and Service Consultants. Accountable for managing the FCC “90% Call Answered in 20 seconds” access requirement, answering all CWA Union grievances for the Calverton RSSC, and providing on site Lan/Desktop support for the Calverton center. o Exceeded 90/20 access objective by 11.6% for 1998.o Exceeded 400 second Average Handling Time objective improving handling time by 11% for 1998. o Exceeded 92% Office Adherence objective improving adherence by 5.6% in 1998.o Met 95% attendance objective decreasing incidental absence by 5.4% and “sick time" by 27.9% for 1998.o Received the Director’s Award of Excellence for Outstanding Performance in 1998. Show less

Accountable for managing, developing, and continually motivating a team of 25 Sales Consultants. Developed and implemented new revenue generating sales campaigns, contests, and promotions. o Achieved 101.5% attainment of the sales revenue objective for the Calverton RSSC in 1997.o Increased sales teams’ average number of consultants meeting the revenue objective by 43%.o Consistently met or exceeded sales teams’ 92% adherence objective each month of 1997.o Received the… Show more Accountable for managing, developing, and continually motivating a team of 25 Sales Consultants. Developed and implemented new revenue generating sales campaigns, contests, and promotions. o Achieved 101.5% attainment of the sales revenue objective for the Calverton RSSC in 1997.o Increased sales teams’ average number of consultants meeting the revenue objective by 43%.o Consistently met or exceeded sales teams’ 92% adherence objective each month of 1997.o Received the Director’s Exceptional Sales and Service Award for 1997. Show less

Accountable for managing and developing a team of 20 Residential Collection Consultants. Determined daily staffing requirements and planned monthly resource allocation for all Virginia Receivables Management Call Centers. o Met State access objective of answering 90% of call within 20 seconds, 12 out of 12 months.o Developed and deployed the first Outbound Calling Group for collection accounts.

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