Kenisha Adams
About Kenisha Adams
Kenisha Adams is a Program Manager and Quality Assurance Analyst at Dataprise, where she has worked since 2019. With a background in project coordination and service desk management, she has developed expertise in client support and team training.
Work at Dataprise
Kenisha Adams has been employed at Dataprise since 2015, progressing through various roles. She currently serves as a Program Manager and Quality Assurance Analyst, a position she has held since 2019. In this role, she collaborates with the Onboarding Team to enhance the onboarding process for new customers. Previously, she worked as a Project Coordinator and as a Team Lead for Service Desk Coordinators. Throughout her tenure, she has developed reports to monitor contact center performance and conducted coaching sessions to ensure quality customer service.
Previous Employment Experience
Before joining Dataprise, Kenisha Adams worked at Sanford Kramer Plumbing, Heating, Air Conditioning & Electric as a Service Lead Coordinator from 2006 to 2008. In this role, she coordinated service operations and managed client interactions. Additionally, she served as an Account Manager at Dataprise from 2008 to 2012, where she was responsible for managing client accounts and ensuring service delivery. Her experience also includes a role as Team Lead for Service Desk Coordinators at Dataprise from 2012 to 2015.
Client Liaison and Support
In her current role, Kenisha Adams serves as a liaison for over 45 clients within the remote help desk support call center. She plays a critical role in facilitating communication between clients and the support team, ensuring that client needs are met effectively. Her responsibilities include conducting routine coaching and review sessions with Team Leads and engineers to maintain high standards of customer service.
Education and Training
Kenisha Adams completed her education at Paint Branch High School. Her educational background has contributed to her professional development and ability to manage various roles within the technology and customer service sectors.
Quality Assurance and Training Development
Kenisha Adams focuses on improving existing staff training programs by utilizing quality assurance results and work reviews. She develops standardized and ad-hoc reports that help monitor performance metrics in the contact center, contributing to enhanced service delivery and operational efficiency.