Kenneth Garber
Los Angeles
Summary
Enablement and Process Development Leader with expertise in driving growth through scalable operations, BPO management, and AI-driven solutions. Proven track record in BPO operations management, knowledge base development, program management, and process optimization. Skilled in operational onboarding, training content development, and AI-powered enablement, including custom automation flows, and decision-tree design.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Global Enablement Manager
TikTok
Culver City
03.2024 - Current
- Overseeing multiple GTM projects such as TikTok Shop, TikTok LIVE, TikTok Promote, TikTok Studio, Olympics Campaign, and Effect House by building SOPs, designing macros, and conducting TTT (train-the-trainer) sessions for BPOs.
- Contributed to the design & development of an automated intake bot, defining conversation flows, input fields, & response logic to improve UX and reduce human intervention.
- Managing quality & assurance across 9 BPO Sites; onboarded 4 sites from the ground-up. Conducted detailed DSAT scrubs to identify and address negative CSAT scores, distinguishing between controllable and uncontrollable factors to improve service quality.
- Executed a comprehensive label restructuring and proposed targeted enhancements for our LLM, significantly optimizing its performance and accuracy. Additionally, mapped all labels to corresponding issue types, driving substantial improvements in NLP capabilities.
- Engineered a customized Gen AI model focused on translating content, utilizing localized translations from vendor partners across 30 languages, resulting in $150,000 annual cost savings, a 90% reduction in turnaround times, enhanced localization, and improved user comprehension.
- Developed and implemented comprehensive training programs for global teams, enhancing skill levels and improving overall productivity and performance.
Global Learning & Development Lead
TikTok
Culver City
06.2022 - 03.2024
- Managed global BPO site trainers across 9 sites and implemented innovative training methodologies including e-learning platforms, TTT (Train the Trainer), VILT, in-person training, and blended learning approaches.
- Achieved a 98%+ certification rate for onboarding over 2000+ BPO agents, trainers, leads, and QAs globally.
- Authored the development & maintenance of our Global Knowledgebase. Reviewed PRDs to deliver engaging training materials, including presentations, e-learning modules, job aids, and SOPs.
- Conducted regular training needs assessments (TNAs) and collaborated with SMEs to ensure training content was accurate and up to date.
Global Learning And Development Specialist
CloudKitchens
Los Angeles
01.2020 - 06.2022
- Scaled the global support team of 150+ agents through virtual instructor-led sessions and self-paced LMS courses via Rise / Articulate 360.
- Reduced support labor costs by $500K annually by scaling and training BPOs for North America and APAC regions.
- Authored, organized, and developed training procedure manuals, knowledge bases (KBs), and course materials for Global Ops, including authoring the entire US-CAN Regional knowledge base within Confluence.
- Spearheaded and managed the Global QA program for US, Canada, and BPO operations and partnered with global leads in NA, LATAM, APAC, EMEA, and other SMEs to align project goals with business strategy and define project milestones.
Customer Engagement Expert
Aspiration
Marina del Rey
02.2019 - 01.2020
- Contributed to win-back campaigns that directly resulted in $300,000 in deposits to accounts.
- Worked closely with engineering & product team to suggest app and ux improvements & automation for clients.
- Recognized as the top-performer between both HQ & PDX offices for 7+ months.
- Handle incoming inquiries via email & phone - account management, disputes, investment assistance & escalations.
- Promoted business retention and growth by providing services to 80+ customers per day, managing their needs and assisting with technical & account-related issues.
- SIE, Series 6 & 63 securities license in progress.
Operations Supervisor
Wag Labs Inc.
West Hollywood
04.2018 - 02.2019
- Mentor and coach regional & BPO agents to continually improve performance, KPIs and CSAT.
- Forecast incoming ticket and call volume and assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Identify, measure, recommend and establish improvement strategies for KPIs across business.
- Ensuring all tasks assigned to agents are completed within SLA and on par with company standards.
- Resolve escalated situations, De-escalate end-users, and funnel to appropriate departments (if needed).
- Conduct monthly reviews with each employee to identify strengths, weaknesses and career goals.
- Actively conduct QA sessions through Maestro to ensure protocol is followed.
Customer Service Representative
Wag Labs Inc.
West Hollywood
12.2017 - 04.2018
- Handled all incoming inquiries via phone, live chat, and email on Zendesk within SLA. Met and surpassed daily KPI expectations.
- Provided exceptional and professional support to users.
- Cross-trained in multiple departments to expand knowledgebase and workload.
- Assisted with new employee training and mentoring.
- De-escalated situations and funneled workload to appropriate department(s).
Payroll Admin Supervisor
Patient Home Monitoring
Sherman Oaks
02.2016 - 08.2016
- Supervise and oversee day-to-day production efficiency of AP team.
- Project Management.
- Process and upload Accounts Payable invoices into Acumatica ERP CloudBased Software.
- Utilize Adobe PDF Creator software to modify and organize digital invoices.
- Setup and established entire cloud-based filing system for all in-house entities.
Account Executive
Pacific Inter Capital
Woodland Hills
08.2013 - 09.2014
- Recorded transactions, appointment scheduling, email handling, and database maintenance.
- Conducted and prepared weekly reports on both Commercial & Residential properties.
- High volume calling and follow-up & Customer service.
- Developed relationships with clients through qualification, prospecting and outreach.
- Legal documentation review, modification, and handling (NDAs, Agreements, etc.).
Education
Bachelor of Science - BS - Business Administration and Management, General
DeVry University
Los Angeles, CA08.2017
Associate of Arts - AA - Accounting and Finance
DeVry University
Los Angeles, CA01.2016
Skills
- BPO Management
- Program Management
- AI Process Automation
- Prompt Engineering
- Employee Onboarding
- Project Management
- Knowledgebase Management
- Performance Monitoring
- Training & Development
- LMS Administration & Management
Awards
Dean's List Award
Languages
English
Native/ Bilingual
Spanish
Elementary
Japanese
Elementary
Certification
- Google Prompting Essentials
- Google Project Management
- Google Generative AI Fundamentals
- Google Introduction to Generative AI
- Instructional Design
- Organizational Learning & Development
References
References available upon request.
Timeline
Global Enablement Manager
TikTok
03.2024 - Current
Global Learning & Development Lead
TikTok
06.2022 - 03.2024
Global Learning And Development Specialist
CloudKitchens
01.2020 - 06.2022
Customer Engagement Expert
Aspiration
02.2019 - 01.2020
Operations Supervisor
Wag Labs Inc.
04.2018 - 02.2019
Customer Service Representative
Wag Labs Inc.
12.2017 - 04.2018
Payroll Admin Supervisor
Patient Home Monitoring
02.2016 - 08.2016
Account Executive
Pacific Inter Capital
08.2013 - 09.2014
Bachelor of Science - BS - Business Administration and Management, General
DeVry University
Associate of Arts - AA - Accounting and Finance
DeVry University