BRIAN KERR
Central Square,NY
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Diligent Customer Support Specialist brings experience meeting customer needs in fast paced Call Center environment. Skilled at listening to customers, meeting productivity targets, Remote Work experience and maintaining current knowledge of company offerings. Offers empathy, reliability and enthusiasm for satisfying customers.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Assistive Technology Services
Murfreesboro, TN
2023.10 - 2023.11
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
Customer Service Representative
Halo Branded Solutions/lee Wayne
10.2021 - 06.2022
- Update customers with status of orders and estimated timelines by phone and email
- Negotiate with manufacturers on production timelines by phone and email
- Coordinate shipments that match customer expectations for timing and cost
- Track shipments to ensure timely delivery
- Recommend alternative products to customers if original request does not match cost or shipping expectations
Patient Service Representative
Aspen Dental Management Inc
04.2018 - 04.2020
- Entered customer interaction details in customer database to track requests, document problems and record solutions offered.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Regularly exceeded daily sales
- Answered constant flow of customer calls with up to 100 calls in queue per minute.
Technical Customer Support Specialist
The Microsoft Store Online
08.2012 - 04.2018
- Managed over 60 calls per day as well as 20+ outbound calls per day
- Documented conversations with customers to track requests, problems and solutions
- Maintained strong call control and quickly worked through scripts to address problems
- Conducted CRM tasks to maintain quality assurance satisfaction levels
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Completed accurate and efficient data entry and database updates to support business operations
Technical Support Specialist
Time Warner Cable
03.2010 - 07.2012
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Maintained and updated customer service database.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Assessed customer account information to determine current issues and potential solutions
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Fielded average of 60+ inbound phone calls to deliver support and remotely resolve service issue
Education
Computer Networking - Computer Networking
Skills
- Inbound And Outbound Calls
- Efficient Time Management
- Written And Verbal Communication
- Assist Customers
- Computer Skills
- Order Fulfillment
- Complaint Resolution
- Inbound And Outbound Calling
- Customer Service
- Report Preparation
- Answering Questions
- Call Center Environment
- Strong Work Ethic
- Troubleshooting
Accomplishments
- Trained and led Customer Support team of 18 support specialists as Senior Support Specialist
- Proficient on Windows 7,8 & Win 10, MS Word, Excel & Google Docs
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative - Assistive Technology Services
2023.10 - 2023.11
Customer Service Representative - Halo Branded Solutions/lee Wayne
10.2021 - 06.2022
Patient Service Representative - Aspen Dental Management Inc
04.2018 - 04.2020
Technical Customer Support Specialist - The Microsoft Store Online
08.2012 - 04.2018
Technical Support Specialist - Time Warner Cable
03.2010 - 07.2012
Bryant & Stratton College - Computer Networking, Computer Networking
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