Kendryck Starks

About Kendryck Starks

Dynamic leader with over 15 years of experience championing Customer Experience across multiple industries with a focus on customer retention, strategic growth, data analytics, change management, Six Sigma process design, and Agile program implementation. Adept at leveraging customer data insights to enhance product offerings and support systems while delivering significant business outcomes including 95%+ Customer Retention.

Experience

1. Manager of Customer Experience

   Velera

   Mar 2022 — Present

   Develop and mentor high performing teams responsible for more than $45M annual contract value and delivering annual 95%+ Customer Retention• Established new hire training curriculum, continued education modules for existing team, and product specific Retention Playbooks• Leverage data insights from client interactions and annual surveys enhancing servicing engagements resulting in Customer Satisfaction at 110% to organizational target • Designed B2B customer reporting templates and implemented servicing standards focused on optimizing customer experience• Reshaped post-merger servicing model minimizing net-new staffing needs with 185% increase to customer base by developing a client usage centric model, increasing team member portfolios by 60% while abating impacts to customer satisfaction

Education

• University of Cincinnati

  Bachelor of Science (BS), Engineering/Industrial Management

  2012 — 2016

• University of Cincinnati

  Minor, Data Analytics

  2012 — 2016

Skills

• Walk Me
• Operations Management
• Employee Training
• Service Cloud
• Customer Service
• Business Analysis
• Microsoft Excel
• Team Building
• Management
• Retail
• Recruiting
• Strategy
• Salesforce.com
• Agile Application Development
• Project Management
• Call Centers
• Leadership
• Microsoft Office
• Sales
• Strategic Planning
• Employee Relations
• Process Improvement
• Payroll
• Team Leadership