Kenneth Averell Email & Phone Number

Denver, Co, Us

United States

As a Support Specialist I am responsible for support cases for our customers. The team adheres to a touch-and-hold Support model operating from a single global queue.In this role, I:• Triage & Manage the Queue - I ensure that inbound cases have the correct values in key fields: Severity, Category, Subcategory, and Case Synopsis.• Self-assignment - I own cases from the queue not only in areas where I have expertise, but in subjects that will challenge and lead to growth. • Technical Expertise - This role requires daily in-depth review of XML logs, creation of and monitoring of SFTP servers, ingestion & preparation of third-party files to Duetto's technical standards, all in support of the customer and ensuring their Duetto integrations work as anticipated. • Case Management - We do not follow a tiered support structure; rather, I own each case from Opening to Resolution regardless of complexity or client tier. • Pubic-facing knowledge article management and creation for faster customer resolution in the future. • Escalations - I document product defects (using written text and video content) for escalation toR&D. In these escalations, it is necessary be able to articulate Expected Behavior, Actual Behavior, and reproduce steps to Engineering.

United States

ERG Regional Leads are responsible for bringing the regional perspective to the ERG global senior leadership team, building and managing a regional team, and overseeing and coaching local office leads within their region. Regional Leads attend monthly global senior leadership meetings and serve as a primary point of contact, mentor, coach, and strategist for ERG happenings within their region and subsequent offices. Regional Leads are Co-Leads who tag team in overseeing the region. Responsibilities include: •Supports the ERG as part of the greater ERG senior leadership team •Supports Global Co-Chairs in annual strategy planning and budget forecasts for their region•Proposes strategic regional programs or events based on office lead feedback•Reports regional perspective, insights, nuances, and needs throughout the year•Schedules and facilitates monthly regional update and check-in meetings for their regional team and local office leads •Hires, manages, and coaches regional team•Hires, manages, and coaches local office leads within region•Acts as a liaison between local office leads and Global Co-Chairs•Mentors, trains, and coaches new and aspiring ERG leaders in region•Works with ERG Global Treasurer to ensure leaders within the region are abiding by ERG Budget & Expensing policies and guidelines•Ensures region is supporting greater ERG goals and initiatives•Leans in on larger global or regional projects and initiatives as needed

In this position, I work to deliver an excellent experience for some of our largest enterprise customers via dedicated and personalized support. As the point of contact for a dedicated book of clients for LinkedIn's Hiring products, I am responsible for effectively resolving and escalating customer issues while also ensuring customers are utilizing our solutions and tools to meet their hiring objectives.To do this, I:• Meet queue utilization expectation based on leadership direction per line of business when not attending critical meetings or attending to tasks assigned by manager. Time management is essential to effectively focus on priorities and meet metrics. •Follow all procedures & guidelines for case handling and ensure they are adhered to while providing quality responses to customers and members. •Share ownership of Strategic pooled queue and provide backup support for team members, ensuring service levels are always met. •Manage support for dedicated portfolio of Sales Partners and provide backup support for colleagues. •Share account insights within account team to better support the success of the account. •Demonstrates functional understanding of customer experience from relationship development to issue resolution, as well as the customers' business and objectives. •Demonstrate proficiency in raising critical observations and positively impacting engagement in a manner that continuously drives the business forward

United States

ERG Regional Chiefs of Staff are responsible for regional leadership meeting scheduling, note taking, supporting Regional Leads in managing incoming requests and operational organization, and tracking all active and outgoing ERG leaders for their region. As the Regional Chief of Staff, I help serve as the eyes and ears of the ERG, staying objective, delegating tasks, and raising gaps/concerns to the Regional Leads. This role is for someone passionate about internal operations, administration, and logistics.Responsibilities include but are not limited to: •Oversee scheduling of monthly regional leadership meetings•Take meeting notes, create content for presentations and meetings, track historical data, and document/archive important meeting notes, presentations, and resources•Work closely and regularly check-in with fellow Regional Extended Leads (Comms, Treasurer, Allyship, Showcase, Partnerships Leads, etc) so that information is up-to-date in reporting to Regional Leads•Manage ERG leader tracker and regularly track and update leads •Report these updates to the ERG Program Manager on an ongoing basis so that they can properly onboard and offboard leaders accordingly •Support Regional Leads in managing ERG email requests and inquiries•Lean in on global projects, programs, or events as needed •Attend ERG Senior Leadership Meetings in place of Regional Leads if they are unable to attend

Omaha, Nebraska, United States

In this position, I work to deliver an excellent experience for some of our largest enterprise customers. As the customer’s point of contact for LinkedIn's Hiring products, I am responsible for effectively resolving and escalating customer issues while also ensuring customers are utilizing our solutions and tools to meet their hiring objectives.To do this, I:•Collaborate with Strategic Support Partners to provide the best member experience•Work with a small book of accounts and within a queue-support model with specific daily targets on client satisfaction, responding to clients in an effective and efficient manner•Analyze and understand clients and their businesses to provide consultation of products/features, answering all product inquiries and questions•Conduct phone calls with admins and license holders to answer inquiries, provide technical assistance and best practices in regard to license functionality•Establish effective working relationships with managers, cross-team members and co-workers to ensure excellent information flow and feedback on process, policy, and product changes that will affect users•Document all communication with users and accounts accurately and in a timely manner via system tools•Ensure that all issues are escalated appropriately to the correct internal departments and management

Omaha, Nebraska, United States

I provide support to LinkedIn’s Learning Solutions customers and work to be a customer’s evangelist. The position requires that I;•Provide an exceptional and compassionate customer experience. •Effectively resolve member queries by assuming ownership from start to finish, following through and being a trusted teammate to the customer. •Maintain advanced knowledge of products, processes and internal tools. •Take full ownership on continuously developing own expertise/product specialty to a high level and report any inconsistencies.•Welcome new colleagues to the team and support their integration and on-boarding to the team. •Ensure that new colleagues are provided with guidance and support on products, processes and tools.•Exhibit a positive demeanor and mindset and take time to identify and build relationships with cross functional teams by resolving issues together.•Build strong lines of communication with peers across locations and teams. •Proactively communicate with peers and stakeholders to expedite decision-making (at a case level) and enhance member experience. •Embrace changes introduced by the business designed to improve operational effectiveness, design, process, and/or technology. •Raise concerns with changes in a constructive manner.•Identify gaps in processes and documentation and implement recommended improvements.•Gather data from various internal sources to identify trends, report findings, and recommend effective resolutions. •Effectively utilize existing processes and procedures, while thinking outside of the box, to solve problems and create a consistent customer experience.•Deliver high quality work within deadlines, on projects related to employee-experience/ process improvement/ knowledge sharing.

Carpinteria, California

I provide support to LinkedIn’s Learning Solutions customers and work to be a customer’s evangelist. The position requires that I;• Handle complex and technically involved features within the LinkedIn Learning product.• Analyze and understand LinkedIn Learning clients and their business, answering all product inquiries and questions. Meet customer satisfaction target.• Follow best practices and LinkedIn’s voice of customer guidelines.• Anticipate customer’s next question where applicable.• Work within a queue-support model with specific daily targets on the number of customer contacts completed.• Document all communication with users and accounts accurately and in a timely manner via our support tools.• Ensure that all issues are escalated as needed to appropriate internal departments and management.• Establish effective working relationships with co-workers, managers and product leads within the organization to ensure excellent information flow and feedback on process, policy, and product changes that will affect users.•Serve as the single point of resolution for the customer•Assist customers with product information and site navigation; Ensure that new customers are familiar with learning product features and benefits that will impact their ability to manage their training•Provide feedback to management regarding necessary changes and updates; including upgrades, functionality and customer care issues•Accurately record customer trends using internal tools

Greater Omaha Area

I provide support to LinkedIn’s Sales Solutions customers and work to be a customer’s evangelist. The position requires that I;• Handle complex and technically involved features within the Sales Navigator product.• Analyze and understand Sales Navigator clients and their business, answering all product inquiries and questions. Meet customer satisfaction target.• Follow best practices and LinkedIn’s voice of customer guidelines.• Anticipate customer’s next question where applicable.• Work within a queue-support model with specific daily targets on the number of customer contacts completed.• Document all communication with users and accounts accurately and in a timely manner via our support tools.• Ensure that all issues are escalated as needed to appropriate internal departments and management.• Establish effective working relationships with co-workers, managers and product leads within the organization to ensure excellent information flow and feedback on process, policy, and product changes that will affect users.

Greater Omaha Area

As a Resource Center Specialist at Avantas, I was a member of an energetic team dedicated to creating raving fans among our client base. Using our proprietary software-as-a-service scheduling solution, I worked to place health professionals (both core and contingency) for upcoming shifts within our client partners.The Resource Center Specialist position requires that I routinely worked to;* Drive assigned administrative processes.* Analyze data and develop reports according to prescribed client formats.* Recruit and place core and contingency staff based on client-specified parameters.* Collaborate with client leaders to finalize resource recommendations.* Maintain high quality standards and adhere to a strict timeline.* Maintain high standards of confidentiality.* Meet expectations for attendance and punctuality.* Exhibit problem-solving skills and ability to work under pressure.* Actively drive individual professional growth using learner, customer-centric, and focus/motivation attributes to advance expertise, create Raving Fans, and achieve line-of-sight goals.

Greater Omaha Area

As a Project Coordinator with The American Marksman, I was responsible for all stages and types of financial, accounting, and business strategic issues from proposal and requirements definition to project planning and implementation. The position required a strong hands-on knowledge of accounting, financial and business concepts. I worked to compile, analyze, interpret and present complex financial and business information on a daily basis directly to our CEO. Project Coordinators participate in establishing internal controls to identify potential deficiencies in reporting processes such as operating data as well as working to enhance systems and/or processes to identify and solve problems.As a Grant Administrator with The American Marksman, I was responsible for a wide range of government incentives, tax credits, and financial funding opportunities. I had an active role in guiding the direction and structure of strategic and commercial research incentives that lower operating costs, reduce capital outlay, and foster economic growth through the use of flexible incentives and grants.

Greater Omaha Area

Operations Support/Monitoring and Supervisor Capacity for 35+ agents. -Assist Marriott Rewards ambassadors by answering questions regarding all Marriott brands, department policies, procedures, problem resolution, and various computer systems in use.-Monitor real time activity / production and make staffing adjustments based on volume fluctuations and trending patterns; maximize staffing by adjusting work flow and moving associates between work teams to achieve real time goals.-Review reporting systems to determine calls / emails handled, abandoned calls, occupancy, email response time, etc. for current and previous day; post statistics for department viewing.-Communicate vital information to the Marriott Rewards Ambassador team during a crisis.-Monitor agent attendance, vacation requested, sick-time, etc. and load all appropriate codes for tracking and pay purposes.

Omaha, Ne

-Responsible for supporting restaurant, entertainment, meeting, wedding, golf, spa and custom modules for the Marriott.com Hotel Web Sites.-Review and approve assets, as submitted via email or MDAM by hotel representatives, to ensure the assets received match the submission form and eFAST sitemap, and assets meet established corporate brand strategies and Marriott standards.-Review usage rights, model releases, and other documentation pertinent to module asset submissions and work with hotel to obtain any missing documentation.-Ensure that photography and other asset choices on a module are appropriate and meet Marriott International business objectives.-Locate existing HWS photography in archives and create new copies for modules.-Complete additional tasks related to All-Inclusive and Lift & Shift module requests.-Work closely, advise, recommend and assist hotel representatives by email or by phone during the module submission and creation processes.-Send preview links to hotel for proofing once module build is completed, and route their requested changes to the appropriate parties for completion.-Develop good working relationship with hotel representatives to ensure modules are maintained well.-Provide hotel representatives with quotes for approval, as requested, for having modules translated into the global languages supported by Marriott through Translations.com-Accurately record time to complete tasks using Marriott's production/accounting system.-Work closely with Internet Questions, EPIC Support, and other eCommerce and database teams to have content approved for inclusion on modules.-Work closely with Module and Editorial Services Specialists, using communication and organizational skills to ensure successful completion of all phases of module creation and maintenance.*Promoted to Marriott Rewards Ambassador Coordinator

Greater Omaha Area

Operations Support/Monitoring and Supervisor Capacity for 250+ agents. -Provide guidance and support to Customer Care associates in managing calls, Marriott.com email, chat, and mobile application sessions. -Assist Customer Care Contact Center associates by answering questions regarding all Marriott brands, department policies, procedures, problem resolution, and various Customer Care Contact Center computer systems. -Monitor real time activity / production and makes staffing adjustments based on volume fluctuations and trending patterns; maximize staffing by adjusting work flow and moving associates between work teams to achieve real time goals -Review CMS and Avaya to determine calls / emails / chat /Marriott Mobile interactions handled, abandoned calls, occupancy, email response time, etc. for current and previous day; post statistics for department viewing. -Communicate vital information to the Customer Care Contact Center teams during a crisis. -Initiate actions and renders decisions based on analysis of each work team’s performance data.*Lateral Move to Marketing Modules Specialist

Omaha, Ne

-Act on issues reassigned and escalated by Customer Care Voice Consultants. This includes handling calls in which a customer is not satisfied with the initial resolution of their concern and has requested to speak to a Supervisor. -Maintain customer loyalty through the innovative resolution of issues, with strong attention to ensuring a positive guest experience. -Communicate with properties and guests to ensure issues are not only resolved, but that a positive service experience is maintained. -Utilize sound judgment when encountering unique customer concerns without direct supervision. -Assist with Customer Care Consultant volume as requested by management. Assists other Guest Experience Voice Supervisors with assigned tasks as requested by management. -Exercise good judgment skills and assist with the proper resolution of issues and escalated issues, including matters of guest compensation and communication with property associates and guests.*Promoted to Shift Supervisor

Omaha, Ne

-Research and resolve guest concerns / problems reported via Global Reservation Sales voice channels relating to (but not limited to) reservations, rates, hotels, billing issues, etc, in a timely manner, as outlined in the department’s first call resolution guidelines. -Adhere to established department and company procedures to ensure all complaints, problems, staff coverage, calls, etc. are handled. -Approve compensation in accordance with resolution guidelines. -Keep Manager and Customer Care Shift Supervisor informed of trends in errors and concerns relating to reservations and / or Marriott.com. -Maintain an awareness of all new information and operational changes via computer system messages, Outlook, department intranet, memos, etc. -Conduct positive interactions with guests and associates, acting as negotiator to ensure mutual goals are met.*Promoted to Guest Experience Supervisor

Greater Denver Area

Help Desk Support to 100+ agents, escalations, operations management, and guest issue resolution.

Greater Denver Area

Reservations assistance and front-line guest complaint resolution*Promoted to Help Desk Specialist

Bachelor Of Science - Bs, Political Science, Concentration In Foreign & National Security Affairs

BS: Political Science - Concentration in Foreign & National Security Affairs Minors (3): History, Holocaust and Genocide Studies.

Associate Of Science - As, General Studies

Associate in Applied Science - General Studies Awarded May 26, 2021