Kean Miller
Phoenix
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
10
10
years of professional experience
Work History
Manager, Executive Resolution
Carvana
05.2022 - 09.2023
- Leading and managing a team of 130 direct reports
- Driving production in a fast-paced customer service environment
- Helping recruit, select, onboard, train, and coach new hires
- Maintaining and producing daily, weekly and monthly reports of quality metrics and respective targets and goals
- Proactively communicating with senior leaders regarding business performance, the adverse impact of decisions on customers, and potential risks to the business
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Develop new processes and manage projects to reduce CPU and increase GPU
- Monthly reporting meeting with VP, Director, and Executive level personnel
Team Lead, Customer Experience
Carvana
05.2021 - 05.2022
- Lead, mentor, and motivate team of 20+ advocates
- Handling escalated customer cases with care to turn the experience around
- Build and reinforce a culture of high standards and transparency
- Maintain and produce daily, weekly, and monthly reports of team performance through principle-based goals
- Actively look for ways to improve overall customer and advocate experience
- Upholding company policies and standards for all advocates
Head of Customer Experience
Golf Anything
10.2020 - 05.2021
- Report on data for service levels, analyze weekly team performance metrics for quality control, utilize data and customer insight to track and identify areas of improvement
- Act as the first line of communication to customers as needed with strong and professional written and verbal communication
- Develop and maintain working relationships with customers and respond to their needs and concerns in a timely manner
- Hire, train, and coach virtual customer service assistants
- Manage and maintain positive social media presence while addressing inquiries or negative experiences
- Daily communication with vendors and warehouse to ensure adequate timeframes for delivery of products and shipping of orders
Senior Manager
Harkins Theatres
05.2019 - 12.2020
- Oversees all operations and staff
- Executes special projects directed from the corporate office
- Manage weekly operational and employee schedules
- Oversee Human Resources department at the theatre level
- Responsible for interviewing, hiring, onboarding, and training staff and managers
- Performs employee evaluations and maintains documentation
- Sales and Inventory Management
Assistant Manager
Harkins Theatres
07.2015 - 05.2019
- Responsible for various operational tasks
- Running projection booth, reconciling cash, inventory management, and oversight of floor staff
- Audit retention, supply ordering, staff training, and creation of weekly employee schedules
Team Leader
Harkins Theatres
07.2014 - 07.2015
Team Member
Harkins Theatres
08.2013 - 07.2014
Education
Diploma -
Horizon High School
General Studies
Arizona State University
Skills
- 10 years customer service
- 8 years management
- Microsoft Office and Tableau proficiency
- Adaptable, works well under pressure
- Organized with strong attention to detail
- Ability to exercise sound judgment and discretion
- Ability to multitask effectively in ever-changing environments
- Able to work well independently and in team environments
Timeline
Manager, Executive Resolution
Carvana
05.2022 - 09.2023
Team Lead, Customer Experience
Carvana
05.2021 - 05.2022
Head of Customer Experience
Golf Anything
10.2020 - 05.2021
Senior Manager
Harkins Theatres
05.2019 - 12.2020
Assistant Manager
Harkins Theatres
07.2015 - 05.2019
Team Leader
Harkins Theatres
07.2014 - 07.2015
Team Member
Harkins Theatres
08.2013 - 07.2014
Diploma -
Horizon High School
General Studies
Arizona State University
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