Shanna Kennedy
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Vice President, Human Resources and Finance
Jonesboro, Arkansas, United States
Résumé
Jobs
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Vice President Human Resources and FinanceOptus IncOct 2015 - Current (10 years 11 months)Responsible for developing and implementing HR strategies throughout the organization to include areas such as: recruitment, employee satisfaction/retention, employee development, benefits negotiation/administration, safety, employee relations and communication, and governmental compliance. I manage the annual operating budget process and monitor budget performance. I evaluate and advise officers and managers of the company on all related strategic planning functions and serve as a member on the Executive Team.- Consultant / PrincipalVisionary AnalyticsJan 2013 - Oct 2015 (2 years 10 months)• Launched consulting firm specializing in helping businesses build, develop and coach their sales forces and customer service teams. Develop sales and customer service training and business plans. • Assist companies in providing direction for new sales representatives based on company vision and mission; provide training in identification of key accounts, proposal development, and closing. • Coach and train customer service organizations on call mechanics, sales, and client engagement, providing staff development/empowerment and tools needed to succeed.
- Vice President, Business Services DivisionRitter CommunicationsJan 2009 - Jan 2013 (4 years 1 month)• Promoted to lead operations, manage profitability, and provide strategic direction for sales, customer service, construction, and inventory functions. Managed 50-member team. • Increased customer accounts 13% and revenue 21% in the 1st year while decreasing expenses and labor costs through operational efficiencies. • Generated more than $12 million by year 5 in commercial accounts with more than 300 customers. • Successfully increased revenue by implementing sales strategy to focus on high-volume, high-margin business customers and implemented compensation programs based on gross margins. • Drove significant new revenue by expanding product offerings and new lines of business; worked with multiple teams to research customer demand and mar
- Vice President of Customer ServiceRitter CommunicationsJan 2002 - Jan 2009 (7 years 1 month)• Promoted to establish, build, and launch new customer service startup division. • Hired and trained 15-member team on customer service processes, products, services, and provisioning system; grew from M-F hours to robust 24x7 operation fielding more than 15,000 calls per month; grew to team of 30+ professionals. • Established all call center policies, procedures, and metrics including live-answer within 90 seconds and 1-call issue resolution. • Created continuous improvement processes to decrease call times while increasing customer service and satisfaction; utilized call-back surveys to achieve and maintained 95% satisfaction rating. • Developed/instituted incentives including “High Five Award” given by co-workers and “I Heard it Through
- Human Resources ManagerRitter CommunicationsJan 2000 - Jan 2002 (2 years 1 month)• Managed payroll, benefits, and personnel issues for organization with more than 150 employees. • Developed comprehensive understanding of HR processes and regulatory compliance. • Launched new 401K; worked with 3rd-party legal advisors and became educated on processes, rules, and regulations.
- Corporate AccountantRitter CommunicationsJan 1998 - Jan 2000 (2 years 1 month)• Prepared budgets and ledger entries as member of 5-member corporate accounting team. • Created numerous process improvements to reduce costs and improve accuracy, including automation of manual processes and elimination of duplicate accounting records at remote locations.
Education
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- B.S, AccountingArkansas State UniversityJan 1993 - Jan 1997 (4 years 1 month)
- VValley View High SchoolValley View High SchoolJan 1981 - Jan 1993 (12 years 1 month)