Gerald Brian Kelley
Charlotte,North Carolina
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Retention Specialist
Spectrum
02.2024 - Current
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
Junior Analyst
Dominion Energy
10.2019 - 01.2024
- Coordinated and facilitated the analysis data for as many as 15 simultaneous projects
- Assisted in the development and implementation of financial models for forecasting and budgeting
- Developed complex financial models for analyzing and evaluating the financial performance of projects
- Utilized various software applications to analyzing data and generate reports.
Forklift operator
Prysmian Group
11.2015 - 10.2019
- Operated forklift or other hand trucks
- Use wireless RF scanning equipment to ensure accuracy of inventory
- Inspected and preformed maintenance of forklift and other material handling equipment
- Picked, wrapped, and staged orders for manufacturing and shipping.
Network Installer
ATC Inc.
01.2012 - 10.2015
- Read blueprints for coaxial cable, fiber optic installation
- Maintained switching systems, mail, cabling, PBX, and fiber-optics
- Developed and implemented voice and data programs
- Analyzed existing systems and scheduled upgrades to increase performance and productivity
- Pulled Fiber optics between structures and lines from poles, towers, or trenches
- Communicated telecommunication concepts to non-technical professionals
- Problem solving/troubleshooting with customers, advised clients on care and maintenance.
Logistics Manager
Hal/Teck Inc.
12.2005 - 01.2012
- Implemented ordering and retaining the necessary telecommunication, network service, and desktop support group
- Maintained of accounting, and bookkeeping procedures, applicable to property and inventory
- Use of supply practices and procedures, knowledge of state procurement code
- Arranged warehouse, catalog goods, plan routes for drivers and process shipments
- Keep track of quality, quantity, stock levels, delivery times, transport cost and efficiency
- Supervised to improving and train warehouse workforce.
Education
Bachelor of Science - Business Administration
Benedict College
Columbia, SC01.2023
Skills
- Microsoft Office
- Customer Feedback Analysis
- Upselling and Cross Selling
- Persuasion techniques
- Work keys certified, Gold
- Forklift certified
- Shipping and receiving
- Call center experience
- Telephone Manner
References
- Robert Brown, 555 Romford Rd, Columbia, South Carolina, 29203, (803) 513-2147, Bartc2@tahoo.com
- Willie Evens, 225 Longcreek Plantation Dr., Blythewood, South Carolina, 29016, (803) 530-4003, Evans1958@gmail.com
- Sheldon Cook, 619 Torwood Dr., Columbia, South Carolina, 29203, (803) 510-3049, Scook@colinallife.com
Timeline
Retention Specialist
Spectrum
02.2024 - Current
Junior Analyst
Dominion Energy
10.2019 - 01.2024
Forklift operator
Prysmian Group
11.2015 - 10.2019
Network Installer
ATC Inc.
01.2012 - 10.2015
Logistics Manager
Hal/Teck Inc.
12.2005 - 01.2012
Bachelor of Science - Business Administration
Benedict College
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