Overview
Work History
Education
Skills
Timeline
Generic

Kevin Hyronimus

Sioux Falls,SD

Overview

8
8
years of professional experience

Work History

Account Executive

Carsforsale.com - Carbase
11.2019 - Current
  • Proficiently manage inbound and outgoing support communications through phone calls and emails to address customer inquiries, resolve issues, and provide exceptional service.
  • Managed and oversaw customer email support, ensuring timely and accurate responses to customer inquiries. Assist customers with various email problems often through a remote support session.
  • Build Websites for customers based on their requirements and specifications.
  • Assist with inbound sales, sometimes being the only point of contact through the process of gathering requirements, building the website and providing support after the customer went live.
  • Resolve customer site problems as needed, often requiring light programming.
  • When necessary escalate customer requests and technical problems to the development team through the internal ticketing system.
  • Oversaw the internal ticketing systems to ensure customer requests were handled on a timely manor and to their satisfaction.
  • Assist customers with domain management and DNS records.
  • Manage all incoming and outbound inventory feeds.

Support Manager

Carbase.com
08.2016 - 10.2019
  • Oversee Internal Ticketing System to ensure customer requests were documented and completed on time.
  • Communicate and report any problems, concerns, or success stories to management.
  • Train new customers on Carbase software.
  • Handle both inbound and outbound calls from customers to problem solve and troubleshoot unique situations on their account and devices
  • Collaborated with other teams to identify and resolve customer issues quickly and professionally.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Provided technical support to customers, troubleshooting technical issues and providing solutions.
  • Assist in testing products and new customer sites.
  • Assist in creating websites for customers.
  • Managed and oversaw email support operations, ensuring timely and accurate responses to customer inquiries. Assist customers with various email problems often through a remote support session.
  • Manage all incoming and outbound inventory feeds.

Support Specialist

Carbase.com
01.2016 - 08.2016
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Troubleshot hardware, software and network issues to identify and rectify discrepancies.
  • Communicated with clients to verify roots and causes of computer problems.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Managed and oversaw email support, ensuring timely and accurate responses to customer inquiries. Assist customers with various email problems often through a remote support session.

Education

Bachelor of Science - Information Systems

Dakota State University
Madison, SD
12.2015

Skills

  • Problem Solving
  • Programming
  • Techinical Proficiency with many programs and common office software
  • Customer Support and Training through emails and phone calls
  • Project Management
  • Strong communication skills - ability to effectively communicate with many customers/co-workers with large ranges of technical knowledge
  • Effective Listening Skills
  • Leadership - ability to clearly articulate project goals and objectives Ability to foresee problems, maintain positive moral and resolve conflict
  • Quality Assurance
  • Learning - Quick to acquire and apply new skills, as well as a desire to learn and improve

Timeline

Account Executive

Carsforsale.com - Carbase
11.2019 - Current

Support Manager

Carbase.com
08.2016 - 10.2019

Support Specialist

Carbase.com
01.2016 - 08.2016

Bachelor of Science - Information Systems

Dakota State University

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Kevin Hyronimus