Kenya Howard

Developed strategic partnerships with external organizations, increasing engagement by 25% through tailored communication and value-driven initiatives. Managed a portfolio of over 50 accounts, maintaining a 95% client retention rate through proactive relationship-building and tailored solutions.

Streamlined customer issue resolution processes, reducing average handling time by 20%, demonstrating adaptability and efficiency in managing technical inquiries. Conducted in-depth data analysis of customer feedback and support metrics, generating actionable insights that drove targeted training initiatives and process optimizations.

Developed and delivered training programs for hiring managers on best practices in recruitment and selection, ensuring alignment with company values and compliance with legal requirements. Cultivated strong relationships with hiring managers and stakeholders, facilitating efficient communication and collaboration throughout the hiring process.

Supported daily operations for a remote team of over 30 employees by monitoring internal communication channels and promptly addressing questions, ensuring consistent and accurate service delivery to customers. Monitored live customer service interactions and call recordings to evaluate call quality and provide constructive feedback, resulting in a 20% improvement in client satisfaction metrics.

Utilized project management skills to oversee the implementation of a new customer relationship management (CRM) software, training 50+ team members, and achieving seamless adoption, enhancing data accuracy by 30%. Conducted in-depth market research and competitor analysis, generating actionable reports that informed decision-making processes, leading to a 15% improvement in sales strategies and p

Activities and societies: Analyzed workplace compliance and ethical considerations across employment law, labor relations, and diversity initiatives. Collaborated in virtual team-based assignments to create mock HR policies and conduct case study evaluations.

Applied principles of employee relations, training, and performance management through coursework in Organizational Behavior and Human Resource Strategy. Developed foundational knowledge in talent acquisition, onboarding, and workforce planning through projects that simulated real-world HR scenarios.

Completed coursework in applied mathematics. This program provided a foundation in mathematical principles and their practical applications.

Activities and societies: Completed hands-on coursework covering Microsoft 365, Windows 10, Spiceworks ticketing system, and fundamental cloud concepts.

Developed skills in troubleshooting, customer support, networking, operating systems, systems administration, and security. This coursework is comparable to the latest CompTIA A+ certification.