Kent Hornby

It's not whether you say you'll deliver a great customer experience; it's whether you actually DO deliver a great customer experience! I am a high-performing, self-motivated professional with experience in operations and analytics. Using a broad background in call centre operations, workforce, and vendor management to manage initiatives that positively impact key performance indicators (KPI). Effectively leveraging excellent critical thinking, problem-solving, and research to draw logical conclusions and implement practical solutions for complex issues. Balancing priorities, maintaining budget and time requirements. I'm a good learner, adapting easily to new environments, processes and technologies. Leading and supporting teams in dynamic environments to achieve organizational goals. Using strong written and verbal communication skills, clearly presenting analysis and recommendations to executives and senior leadership. Building trusted working relationships through collaboration. Expertise includes: Data Analytics | Vendor Management | Workforce Management Project Management | Strategic & Operational Planning | MS Excel, Access