Kendra Newton Email & Phone Number

Chicago, Il, Us

• Handling new and existing customer cases through phone and email, both in personal queue and in escalated case queues.• Consistently translating complex processes to customers and CSMs into understandable language for all parties.• Conducting extensive testing to troubleshoot and document bugs across all platforms (Mac/PC/iOS/Android).• Helped to support the new event creation product roll out and took a large role in owning and tracking all associated bugs in an effort to deliver a well-functioning feature.• Dedicated time to learning Twilio and becoming the subject matter expert for this product. Built a relationship with the vendor on behalf of Yello and provided input to their head designer for new processes they are implementing.• Taking initiative to learn integrations in order to fill cross-departmental gaps and widen the knowledge base of my team.• Assessing, understanding, and translating the needs of high-need customers and becoming the point person for communication.• Advocating for customers to the Product and Engineering teams and making sure bugs/feature requests get prioritized.

Greater Chicago Area

• Training in new store concepts every 6-8 weeks; quickly adapting to new expectations and developing a knowledge base to be able to properly assist and answer customer questions.• Providing creative solutions when troubleshooting various issues with customers.• Engaging customers, relating their questions and experiences to the current concept then translating that to a purchase or sign-up, as applicable per concept.• Top performer in sales and in team goals of new customer sign-ups.• Tracking data to improve store functionality (customer experience surveys, daily and weekly traffic).

Greater Seattle Area

• Operating by strict standard operations procedures (SOPs) to ensure a trusted marketplace, adhering to over 20 SOPs to ensure an authentic buying experience. • Processing a minimum of 15-20 applications per day including the review of applications and submitted documents. • Ensuring a high level of accuracy by maintaining a Decision Accuracy metric of >98% for the duration of 8 weeks. • Thoroughly reviewing applications within the team handle time guideline; consistently achieving a CAHT (Case Average Handle Time) of 13.8 minutes which is under the team goal of 15 minutes. • Consistently achieved team goals for Level 1 contacts, trained in Level 2 contacts 8 months later due to sustained performance • Organizing and tracking data daily in Excel to monitor CAHT and observe any trends in cases. • Benefitted the team by participating in piloting new processes and submitting observations of fraudulent behavior.

• Provided impeccable attention to and anticipating customers’ needs to ensure outstanding service. • Worked shifts that generated approximately $55,000 in revenue per week and served an average of 57 customers per half hour, with café and drive through combined. • Directly responsible for the training and supervision of 6 new hires. • Maintained a clean and well stocked store that adhered to quality expectations and standards; passed quarterly QASA (Quality Assurance Standards Audit) checks. • Managed breaks for all employees and delegated tasks in a timely manner to teams ranging from 3-8 to ensure an efficient shift and balanced tills at the end of every shift. • Part of a team that increased the stores profit dramatically, making it the busiest and most profitable store in the Northern California region. • Developed a process to streamline the evening inventory management process to limit time in the back of house.

Nevada City, Ca

• Compiled content for emails in a work approved template and created banners for use within these emails. • Facilitated event registration and merchandise orders for a team of over 30. • Coordinated the scheduling for weekly webinars and managed invite lists for each as appropriate.

Sydney, Australia

• Responsible for conceptualization and creation of an ad campaign to promote the company’s main application “ManageFlitter”; these ran on Google Ads with positive results. • Conducted editing of podcast and tutorial videos to educate customers on the full functionality of the company and their applications. These videos are still utilized and are active on the company YouTube page and have an average of about 300 views. • Oversaw social media engagement; researched current trends and popular topics for daily tweets, then scheduled them to be sent out every 4 hours from the company Twitter. • Provided basic customer support via a ticket system and assisting with data entry for various projects.