John G. Kent

About John G. Kent

Embracing the power of data and technology, my role includes managing a team of account managers, vendor relationships, and contact center agents. This focus on relationships is important to the development of customer interactions to enhance the experience, to build confidence with the local community, and to maintain public health. Troubleshooting payment transactions, reconciling financial data, and using conflict resolution tactics to improvement customer experience, and employee performance.

Experience

1. Customer Care Manager - Contact Center

   Hrsd

   Sep 2025 — Present · Virginia Beach, VA, US

   Work with the customer experience vendor on call flow initiatives and generating specific message logic using Genesys Cloud Assess the coaching and mentoring of agents by pulling specific reporting guidelinesCreate a triage process with our payments vendor to assist with payment declines and track data trends concerning the payment behaviors of the customer Manage a remote staff of 23 employees taking water utility-based call types mainly to set up payment arrangements, account management, and customer service requestsUtilize the workforce management function within Genesys Cloud to determine the schedule and staffing level needsOversee a Supervisor, two Coordinators, team leads, and a Quality Assurance Specialist to manage the training, coaching, mentoring, and monitoring of agent performanceWorking with IT and a new reporting process with Genesys Cloud and Business Objects reporting to pull specific data for queue and agent performanceWorking to set up Genesys Copilot and using AI tokens to automate and analyze more customer inquiries

Education

• Universidad Central de Venezuela

  Study Aboard - Language Immersion , Advanced Spanish Immersion, Caracas Venezuela

  2001 — 2001

• Capella University

  Master's degree, Public Administration

  2019

• Old Dominion University

  Bachelor’s Degree, Spanish Language

  2006 — 2015

• Georg Büchner Gymnasium

  Study Aboard, Intensive German Immersion_Cologne, Germany

  1997 — 1998

• Tidewater Community College

  Associate of Applied Science / Associates in Science, Administrative Support Technology / General Studies

  2009 — 2011

• Navy Basic Training

  Operations Specialist Apprenticeship School, Operations Specialist and Intelligence collection

  2001 — 2001