Kenneth Mayberry Email & Phone Number

Allen, Texas, United States

Fraud Resolution Supervisor

Dallas/Fort Worth Area

Resolve escalations and direct 26 call center customer service representatives, answering 50 calls per shift for 80 hotels all over Unites States.Incorporate statistics and analytics to institute training in quality control of data, establishing less than 2% transfer rate and customer hold time of less than 10 seconds per call.Provide training to 26 employees in how to respond to reservation inquiries, sales, customer loyalty disputes and respect of privacy.Conduct annual performance reviews and one on one coaching 10 hours per week, resulting in an overall team score of 83% in Voice of the customer surveys and 98% attendance record.Facilitated change management of replacement operating system and phone system while minimizing inconvenience to customers seeing only a 10% loss in customer satisfaction during this process.Promoted from representative to supervisor in 2017.

Dallas, Texas, United States

Drove automatic/standard vehicles from 8K to 36K pounds, 4 hours per day making stops at up to 30 customer locations.Serviced 4 ATM machines per day on set schedule, including re- supplying, retrieving deposits and machine balancing.Catalogued inventory items by number, signature, dated receipts, recorded amounts and serial numbers then sorted individual cargo items by route.

Plano, Texas, United States

Interpreted customers’ needs and offered services generating loyal customers and achieving sales goals of 10 new account openings per month.Processed certificate of deposits, bonds, cash and check exchanges in accordance with bank accuracy procedures for up to 200 customers per day.Prepared money orders conducted bank to bank wires and guarded bank against counterfeit checks and identification fraud.

20 years of Naval Service - Ranking: Chief Petty Office (E7). Served onboard the USS Saipan in Norfolk Va, USS Anzio in Norfolk Va, USS John C Stennis in Bremmerton Wa, and the USS Enterprise in Norfolk Va. My shore tours include Naval Hospital Jacksonville in Jacksonville Fl, Naval Recruiting District Portland in Portland Or and Joint Base Pearl Harbor Hickam in Hawaii. Service warfare and air warfare qualified.

Pearl Harbor, Hawaii, United States

Led, mentored and supervised 14 diverse staff members while integrating two different military cultures, resulting in increased quality of life for Joint Base Pearl Harbor Hickam Unaccompanied Housing.Managed creation and implementation of training program for 2 junior managers, 5 building supervisors and 7 employees.Maintained 5 facilities valued at $36M, ensuring 1000 residents received timely service through daily reporting and tracking of maintenance work requests.Spearhead move of over 90 residents during each phase of the renovation plan, offering availability 24 hours a day, 7 days a week, resulting in no complaints and minimal impact to daily operations.

Portland, Oregon, United States

Led formal restaurant and 4 large kitchens, directed 14 staff and served meals to 5000 sailors 3 times per day, while maintaining profit and loss records.Instructed and mentored 14 junior staff in Cross Training of areas outside the field of expectation, resulting in 50% qualification increase.Established on-the-job training programs for 25 staff, which increased professional knowledge and advancement of opportunities for subordinates, 25% of class graduates were promoted.