Keinan Fry

Experience

• 

  Kendal~Crosslands Communities

  Jan 2005 - May 2015

  • Increased responsibilities, included leading teams to deliver superior dining service, training new employees, and monitoring resident dining attendance among the entire Kendal facility. • Worked closely with nutrition and nursing departments to manage high-risk diet restrictions and monitored daily food intake. • Voluntarily assisted with onsite entertainment programs. • Maintained dining service quality for all residents.• Tracked dining room inventory.• Recognized by leaders and residents for exceeding expectations, dedication and patience.

  • Medical Dining Room Supervisor

    Feb 2010 - May 2015

  • Dining Room Attendant/ Night Supervisor

    Jan 2005 - Jan 2010
• 

  CSC

  May 2015 - Jan 2019

  • Conducted a high volume of detail oriented investigative audits on a multitude of clients.• Skills include flexibility in learning new techniques and work-flow technology as well as creating and updating training materials.• Proficient in corporate platforms: Sharepoint, Salesforce, Matter Management.• Utilized Microsoft Office Applications including Excel, Outlook, Word and Power Point.• Inaugural Employee of the Month and only team member to receive the award twice in one year. Received eight “Stars of Recognition” from coworkers, highlighting my efficiency, flexibility, and willingness to assist other team members. Show less

  • Records Management Specialist

    Nov 2017 - Jan 2019

  • Customer Service Specialist

    May 2015 - Nov 2017
• 

  Paradocx Vineyard LLC

  Apr 2016 - Jan 2018

  Customer Service Associate

  Part-time. Provides quality service to customers at a variety of venues and events by recognizing customer preferences and suggesting products in a timely manner. Communicates winery promotions and featured products to customers. Processes transactions quickly and efficiently. Tracks inventory.

• 

  Greenphire

  Jan 2019 - now

  Serve as the primary day-to-day contact for the designated call center platform vendorEnsure the platform performs as expected and drive strategic change where positive outcomes couldbe employedEnsure monthly invoices for the call center platform are in line with contractual agreements. Escalateinvoicing issues timely and drive issues to resolutionServe as the primary day-to-day contact for the designated support center vendor(s)Manage and govern the designated support center vendor(s) supporting both the 24x7 cardholdersupport model and contribute to the development of an EU based site support model. Ensure thevendor(s) are complying with established processes and performing to established Service LevelAgreements specific to all Sponsor BanksEstablish and maintain a consistent Vendor Management process with the designated support centervendor(s) that encourages communication and a proactive approach to solving problems andmitigating riskEscalate invoicing issues timely and drive issues to resolutionMonitor productivity of agents utilizing multiple support tools and help improve productivity throughprocess improvements, coaching or strategic enhancementsMonitor call volume to ensure proper planning of staffing model occurs. Be involved with decisionmaking for any shift adjustments or staffing changes/needsContribute to developing an overall Quality benchmark, ensuring support servicing consistently meetthe established criteriaCoach and develop the support center(s) operations managers, to ensure continued delivery ofservice in line with expectationsEnsure timely Management of QI’s, Updates to centralized Documentation and KnowledgeManagement systemsCreate and distribute metrics reporting to senior management on a regular intervalPerform other duties, assignments, and/or special projects as time or circumstances necessitateProactive communication to internal stakeholders during moments of Support escalation Show less Serves as primary day-to-day contact for the designated callcenter vendor. Ensures call center vendor complies with all established processesand performs to Service Level Agreements specific to all SponsorBanks. Monitors productivity of agents utilizing multiple support tools andhelps improve productivity through coaching and enhancements. Create and distribute metrics reporting to senior management on aregular interval. Monitor call volume to ensure proper planning of staffing modeloccurs. Show less • Serves as a point of contact for site clients, by responding to email and phone inquiries. Maintains relationships with clients, research participants and internal stakeholders.• Assists Project Managers with Operational duties, including system access, card distribution and reporting. Updates customer contact information as needed• Provides ad hoc client training. • Proficient in corporate platforms including Netsuite, Confluence, Google Professional Services including Google Calendar and Docs. Skilled in ClinCard and eClinicalGPS systems. Show less

  • Participant Support Senior Manager

    Jan 2025 - now

  • Manager - Cardholder Support

    Jun 2020 - Jan 2025

  • Site Success - Lead

    Aug 2019 - Jun 2020

  • Site Success Coordinator

    Jan 2019 - Aug 2019