Kenya G.

About Kenya G.

Passionate Builder who is devoted to Positive Change At this stage in my life, I\'ve been doing some soul-searching. While I don\'t have all the answers, one thing has become clear to me: as humans, we don\'t have just one purpose. And one of my purposes is to build. You might be wondering,\"Build what, exactly, in Kenya?\" That question used to baffle me as well. I wanted a precise, clean-cut answer, but life isn\'t always that straightforward. Now I know, it\'s about building anything and everything, wherever the opportunity arises.I thrive in organizations committed to providing high-quality services and experiences across diverse communities, irrespective of race, ethnicity, socioeconomic status, or disability. If I can contribute to fostering positivity, creativity, and connection during these challenging times with a forward-thinking and consumer-driven company, that would mean the world to me. I know it might sound a bit cliché, but it\'s genuinely how I feel. I eagerly await your response and am thrilled to continue this interviewing process. I have a natural talent for building and a profound love for watching things grow.Notable Impacts:Contributed to framework, foundations and launch for VT’s most profitable product,\"Varsity Tutors for Schools,\" serving over students in Title IX Schools nation-wide and generating over 1.5 million dollars.Trained veteran and newly onboarded employees in the VT4S product in addition to authoring product documentation as Market Operations Trainer.Core Competencies:Strategic Planning | Customer Success | Technical Support | Operations Support | Data Analysis | Project Execution | Process Optimization | Training & Facilitation | CRM | Analytical Thinking | Leadership | Team Management |Job Strategies:Customer-centric problem-solving to ensure exceptional user experiencesLeveraging technical expertise to troubleshoot and resolve complex issues efficientlyCollaborating cross-functionally to optimize processes and enhance customer supportCustomer Training and Education to Drive User Adoption and Satisfaction Continuous Learning and Skill Development to Stay Ahead in Evolving IndustriesTechnical Tools:G-Suite | Adobe Suite | Adobe Photoshop | Canva | Slack | Canvas | Notion | JIRA | Zendesk | Intercom I Periscope I Tableau I PowerPoint | Prezi | Zoom | Blackboard | Discord | Python (beginner-learning)| CSS (beginner-learning)| HTML (advanced beginner)| SQL (beginner- learning)| Mac OS | Windows OS | Asana | Figma (beginner)Contact me: k••••••••@gmail.com

Experience

1. Customer Services and Resources Specialist i

   NBME

   Jan 2026 — Present · Philadelphia, PA, US

   Provide customer and operational support for clients, programs directors, proctors, and examinees using various exam delivery platforms to administer high and low-stake assessments- Maintain strong client relationships by addressing inquiries promptly and professionally- Collaborate cross-functionally with internal teams to investigate and resolve issues and deliver support solutions- Complete test administration tasks and deliverables within designated timelines to ensure seamless operations- Develop and refine best practices, support guidelines, knowledge base articles, and email templates to support test administration activities. Write clear, concise customer communications- Identify, investigate, and resolve registration, scheduling, and other pre-administration issues and inquiries- Provide time sensitive test-day phone support and initial troubleshooting of technical and non-technical problems that occur during testing- Document customer interactions in CRM, including details of inquiries and actions taken. Monitor, track, and follow up on open issues to ensure timely resolution- Review, investigate, and post incident reports for client review, and prepare test administration report for distribution to internal stakeholders- Performs business functions that support operational services according to established policies, procedures, and timelines. Actively participate in cross functional team meetings- Provides feedback to improve the efficiency of the customer service process and recommends potential improvements based on customer needs.

Education

• Ewha Womans University

  Psychology

• Arcadia University

  Bachelor of Arts - BA