Kenyana Fortunate

Experience

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  Maximus

  Jan 2017 - Dec 2018

  Improve customer service experience, create engaged customers and facilitate organic growth -Take ownership of customer issues and follow problems through to resolution Set a clear mission and deploy strategies focused towards that mission -Develop service procedures, policies and standards -Keep accurate records and document customer service actions and discussions -Analyze statistics and compile accurate reports - Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment -Keep ahead of industry’s developments and apply best practices to areas of improvement -Control resources and utilise assets to achieve qualitative and quantitative targets -Adhere to and manage the approved budget Show less Provided technical information and advice to X customers, resulting in a 20% reduction in escalated complaints and improved customer satisfaction. Coordinated patient care plans, 50+ student schedules, and scheduled appointments - Assist in developing project plans, timelines, and budgets using Excel and Google Sheets - Coordinated customer escalations and provided immediate resolution to high-priority customer issues - Spearheaded a cross-functional team with individuals from sales, marketing, and engineering to successfully finalize three major product releases. Show less

  • Customer Care Manager

    Jan 2018 - Dec 2018

  • Customer Care Coordinator

    Jan 2017 - Dec 2017
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  Nova Southeastern University

  Jan 2019 - Jun 2021

  Patient Care Coordinator

  Coordinated patient care plans, 50+ student schedules, and scheduled appointmentsAssist in developing project plans, timelines, and budgets using Excel and Google SheetsCoordinated customer escalations and provided immediate resolution to high-priority customer issuesSpearheaded a cross-functional team with individuals from sales, marketing, and engineering to successfully finalize three major product releases.

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  Memorial Healthcare System

  Jul 2021 - Dec 2022

  Employee Health Care Administrator

  Conducted wellness initiatives including health screenings, health fairs, and health talksCoordinated and managed team engagement projectsManaged team calendar and scheduling in EMR and Outlook CalendarCoordinated employee escalations and provided resolution to high priority employee issues, resulting in a employee loyalty increaseParticipated in presentations and give feedback for quicker turnaround

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  Amazon

  Jan 2023 - now

  WHS Specialist

  Implemented project management methodologies, enhancing efficiency and collaboration across teams.● Conducted workplace safety inspections, identifying hazards and devising proactive mitigation strategies.● Collaborated with cross-functional teams to analyze processes, identify gaps, and implement solutions, fostering asafer work environment.● Led cross-functional teams in successfully finalizing three project releases, utilizing effective communication andcollaboration tools such as Chime, Slack, and Zoom. Show less