Eddie Kinnard
Memphis
Summary
Dynamic Call Center Team Lead at NAMI with proven expertise in optimizing call distribution and enhancing customer satisfaction. Skilled in mentoring team members and implementing quality control measures, I successfully improved service efficiency and resolved escalated issues. Adept at fostering strong relationships, I drive team performance and ensure operational excellence.
Overview
20
20
years of professional experience
Work History
Call Center Team Lead
National Alliance on Mental Illness NAMI
01.2022 - 12.2024
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
- Recommended products to customers, thoroughly explaining details.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services.
Shipping and Receiving Lead
Ingram
01.2013 - 01.2022
- Operated forklifts, lift trucks, and hand trucks to move items around warehouse.
- Ensured timely delivery of products by closely monitoring shipments and addressing any potential delays.
- Stacked and stored pallets at end of shift to keep warehouse clean and organized.
- Pulled, verified, and packaged items for shipment.
- Managed warehouse space allocation strategically to accommodate changing inventory needs throughout the year.
- Organized storage areas to optimize materials movements and minimize labor hours.
- Conducted regular audits of inventory levels to maintain accuracy and prevent stockouts or overstock situations.
- Maintained accurate records of incoming and outgoing shipments, ensuring proper documentation for all transactions.
- Trained new team members on company policies and procedures, fostering a positive work culture within the department.
- Reduced order processing time with effective communication between departments for seamless workflow.
- Developed strong relationships with suppliers and vendors, ensuring reliable sourcing of quality materials.
- Prepared shipping documents and invoices, processed payments, and fielded client questions.
- Utilized forklift or pallet truck to load, unload, transport and store goods.
- Handled day-to-day shipping and receiving overseeing more than 500 packages per day.
Shipping and Receiving Manager
Penn Plax
04.2005 - 02.2013
- Operated forklifts, lift trucks, and hand trucks to move items around warehouse.
- Managed inventory control with meticulous attention to detail, ensuring accurate stock levels.
- Created effective communication channels between warehouse staff, management, and customers to address concerns promptly and maintain smooth operations.
- Prepared shipping documents and invoices, processed payments, and fielded client questions.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Enhanced shipping efficiency by implementing streamlined processes and procedures.
- Supervised warehouse staff, providing training and guidance to improve overall performance.
- Maintained positive relationships with representatives of UPS, FedEX, USPS, and DHL shipping companies.
- Reduced shipping errors by implementing a comprehensive quality assurance program.
Education
Certificate of Technical Studies - Logistics And Supply Chain Management
Tennessee Technology Center @ Memphis
Memphis, TN06-2012
Skills
- Proficient in call center operations
- Team leadership
- Effective escalation resolution
- Quality control
- Optimized call distribution
- Mentoring team members
Timeline
Call Center Team Lead
National Alliance on Mental Illness NAMI
01.2022 - 12.2024
Shipping and Receiving Lead
Ingram
01.2013 - 01.2022
Shipping and Receiving Manager
Penn Plax
04.2005 - 02.2013
Certificate of Technical Studies - Logistics And Supply Chain Management
Tennessee Technology Center @ Memphis
Similar Profiles
Mikell PerrottiMikell Perrotti
President at National Alliance of Mental Illness (NAMI)President at National Alliance of Mental Illness (NAMI)
Laura MossLaura Moss
State Director, Youth Centered Awareness Education at National Alliance on Mental Illness NAMI SCState Director, Youth Centered Awareness Education at National Alliance on Mental Illness NAMI SC
Qalbia AminQalbia Amin
Volunteer at National Alliance on Mental Illness NAMIVolunteer at National Alliance on Mental Illness NAMI
Quentin BrownQuentin Brown
Inventory Manager at Kuehne + NagelInventory Manager at Kuehne + Nagel
Tiffany GiggerTiffany Gigger
Licensed Practical Nurse at Regional One HealthLicensed Practical Nurse at Regional One Health