Kendra Simons Email & Phone Number

United States

Photographer, Videographer, Writer, Social Media Manager, Project Management, Virtual Assistant, Personal Assistant, and Consulting. Has worked with a variety of individual clients, families, small businesses, organizations, and more such as Amazon Freight, Chattanooga City Lifestyle Magazine, CBL Properties, The Kidney Foundation, Chattanooga Girls Rock, Chatt 2.0, Rhyme N Chatt, The Signal, Marathon Music Works, EPB, Co.Lab, LAUNCH, etc.

Chattanooga, Tennessee, United States

• Train new sales associates on cash register functions, sales goals, and excellent customer service.• Assist with reconciliation of cash registers• Provided excellent customer service while maintaining store and preventing theft.

Chattanooga, Tennessee

• Improved Customer Satisfaction Scores from 72% to 92% within 4 months by restructuring Customer Service team. Grew team from six to eighteen members within one year through internal promotions of five employees and creation of seven new positions when department went to a twenty-four-hour operation. • Developed Customer Service training and department structure, operational processes, and procedures. Bridging gaps between multiple departments. Developed incentive programs, attendance policies, various trackers utilized throughout the company, social media structure and handling, and employee engagement and commissions programs.• Coached and mentored employees across the organization as part of our employee-driven development process.• Worked with managers and employees to resolve work-related issues and employee concerns. Provided employee relations counseling, etc., along with assisting with recruiting.• Managed and mentored a team of two salaried and sixteen hourly employees; successfully addressed training and development, time management, scheduling, payroll processing, and general counseling.• Handled Tier Three escalations, social media, commercial and retail escalations, and refunds. • Managed corporate social media accounts team• Created set Customer Service and Call Center metrics and provided daily status updates and recommendations to Company leadership including Executive team.

Cleveland, Tennessee

• Created, implemented, and directed an employee development framework for a 1500+ employee base. Established engagement tools such as training modules, classes, health and financial fairs, employee communication boards, portals, appreciation days and discount programs.• Worked with supporting HR functions to drive the right strategies, processes and alignment for compensation, learning and development in support of business goals.• Developed and implemented new employee orientation and on-boarding process, as well as employee discount program. Established and leveraged relationships with local businesses as well as national and global brands (e.g., NFL, MLB, Six Flags, Dollywood, TN Aquarium, Riverbend, Gold’s Gym, restaurants, car, cell phone, and retail companies) to provide employee discounts and benefits. • Actively engaged and partnered with community through local businesses, schools, charity programs, and volunteer programs to provide a bridge as well fostering a healthy presence in the region.• Partnered with leadership to ensure staff retention programs respond to diverse cultural and professional needs • Worked with managers and employees to resolve work related issues, employee concerns, provide employee relations counseling etc. making recommendations in accordance with policies and state and federal laws.• Oversaw the total compensation program, evaluated practices as a tool for attracting, retaining talented employees while increasing employee engagement through the development and implementation of programming and communications and meaningful staff recognition programs designed to improve well-being.• Coached and mentored employees across the company as part of our employee driven development process.

Houston, Texas Area

• Led a team of twenty-five direct report employees: managed employee and team master schedules, action plans and counseling. Assisted with managing additional 150 hourly staff members; focused on counseling, employee engagement, and training, including “Spirit of Patient Excellence”.• Decreased “Dropped Call Volume” by 48.75%• Engaged clients daily regarding updates, continuous improvement of patient experience, exceeding contract expectations, and driving employee engagement.• Assisted with improving employee morale as well as engagement by creating and managing employee appreciation and engagement programs and committees.• Recommended improvements for Call Center, Patient Services Line, and Retail area that aligned with operational budget and safety requirements. • Trained and mentored existing managers in Call Center, Operations, and Retail area.• Implemented and assisted with training on Press Ganey and creating an environment and processes to drive HCAP scores.

Chattanooga, Tennessee

• Led a team of twenty direct report employees: managed employee and team master schedules, action plans and counseling. Assisted with managing seventy-five hourly staff members; focused on counseling, employee engagement, and training.• Decreased “Dropped Call Volume” by 65.26%, Increased “% calls answered” from 84.72 to 94.02%, and decreased “Average Speed of Answer” by 53%.• Acknowledged for 100% patients seen in Service Depot since November, increased patient satisfaction scores via PRC & HCAPS, and improved customer service provided through the Call Center. • Enhanced relationships with patients, guests, clients, and vendors through outreach efforts.• Led efforts to collect, review, process, relay, and improve patient satisfaction scores (HCAPS) through Service Depot, PRC, along with patient and nurse feedback.• Trained all existing and newly hired Food and Nutrition employees on “Spirit of Patient Excellence”.• Responded to all escalated patient and nurse situations to provide best possible solution.• Assisted with improving employee morale as well as engagement by developing and managing employee appreciation programs.

Hixson, Tn

• Trained new sales associates on cash register functions, sales goals, and excellent customer service.• Top Old Navy Card performer in the district and LP associate three times. • Met all sales metrics including credit card applications and service standards.• Reconciled cash registers and processed deposits.• Provided excellent customer service while maintaining store and preventing theft.

Ooltewah, Tn

• Managed all hiring, termination, and counseling paperwork including processing timesheets and submitting payroll for all full time and temporary employees. • Screened calls and visitors as we as answered all questions and completed most business involving established policy or routine matters without referring people to the supervisor.• Managed calendars, schedules and events for 32+ employees; providing administrative and/or technical office support while also being responsible for all expense reports, filing, emails, copies, faxes, invoicing, mail, etc.• Arranged travel, conferences, hearings, briefings, question and answer sessions; received and greeted visitors; served as a time collection point of contact; assisted with preparing travel orders and submitting travel claims.• Wrote and conducted technical reviews of correspondence, memoranda, press releases, and/or other documents prepared by an operating organization unit, reviewed for proper format, and conformance with instructions or manuals, grammar, and accuracy.• Managed all purchasing for materials in warehouse and office while tracking inventory and processing order fulfillment for partner company Viebahn.• Assisted with training of all employees, including implementation of proper safety standards.

Chattanooga, Tennessee Area

• Screened all calls and visitors, answering all questions while completing most business involving established policy or routine matters without referring people to the supervisor.• Processed customer inquiries and requests via phone and email and resolution of order issues.• Processed rack orders for vendors by logging shipping information, and processing all purchase requisitions; sending out shipping verification emails. • Logged and rectified expense reports for all regional sales representatives.

Chattanooga, Tennessee

• Processed customer inquiries and claims via phone and email, fulfilling customers' requests, and resolution of order issues in a professional and courteous manner.• Navigated through multiple data entry systems and other relevant applications, tools and resources while speaking with customers.• Met established call center productivity and quality standards while communicating in a professional manner with customers and co-workers.• Utilized products and system knowledge to assess customer needs and position products with services appropriately to best suit the customer's needs.• Assisted with escalated calls along with being responsible for the on-call phone.

Chattanooga, Tennessee

• Navigated through multiple data entry systems and other relevant applications, tools and resources while speaking with customers.• Resolved customer issues in a professional and courteous manner.• Met established call center productivity and quality standards while communicating in a professional manner with customers and co-workers.• Utilized products and system knowledge to assess customer needs and position products with services appropriately to best suit the customer's needs.

Hixson, Tennessee

• Performed new hire orientation and managed scheduling for 10-14 employees. • Responsible for close of day reports accounting for daily activities by organizing and verifying information; identifying and correcting discrepancies, posting to accounts; running and distributing reports.• Took escalated calls in-store; verifying and balancing inventories and records of transactions reported by departments during business operations.• Compiled a weekly report detailing inventory findings, emergencies, incidents, maintenance or security needs, as well as a summary of action taken.