John Killeen
Mount Holly,NJ
Summary
Seasoned professional with a proven track record at Conduent Call Center, enhancing customer satisfaction and streamlining operations. Expert in Microsoft Excel and adaptive team dynamics, I've led teams to achieve significant efficiency improvements. Skilled in data management and customer service, my strategies have consistently elevated operational success and client satisfaction.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Conduent Call Center
Hamilton, NJ
11.2022 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Updated databases with new and modified customer data.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated system with order specifics and customer details, preferences, and billing information.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Director of Operations
ECS Virtual Support
Olathe, Kansa
05.2020 - 11.2023
- Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
- Managed day-to-day operations of a large staff in multiple departments.
- Provided leadership and guidance to subordinate managers and supervisors.
- Created policies and procedures for improved workflow processes.
- Supervise over 250 Call Center Agents
- Develop and implement employee retention policies
Delivery Driver
FedEx
Hamilton, NJ
06.2018 - 04.2020
- Received daily delivery instructions and route assignments from dispatch.
- Ensured accurate completion of all paperwork associated with deliveries.
- Inspected delivery vehicle to ensure optimal safety and performance prior to each trip.
- Loaded, secured, and unloaded cargo in a safe and timely manner.
- Verified accuracy of items loaded onto truck against shipping documents.
- Provided excellent customer service by answering inquiries about products or services being delivered.
- Followed safety protocols for loading, unloading, securing, inspecting, operating, and maintaining the assigned vehicle.
- Assisted warehouse personnel in packing orders when necessary.
Laborer
Ibew Local 332
Philadelphia, PA
09.2016 - 05.2018
- Loaded and unloaded materials onto or from pallets, trucks, or other vehicles using a forklift.
- Maintained accurate records of inventory levels and product locations in the warehouse.
- Assisted with basic maintenance tasks such as sweeping, mopping, painting, and cleaning.
- Assisted skilled tradesmen with their every day duties
Warehouse Manager
Radwell International Inc.
Willingboro, NJ
08.2014 - 08.2016
- Coordinated and monitored the receipt, storage, and dispatch of goods within the warehouse.
- Ensured that all orders were accurately fulfilled in a timely manner.
- Utilized inventory management software to track stock levels and maintain accurate records.
- Ensured Safety Policies and Procedures for Warehouse Equipment.
- Planned and implemented efficient warehousing systems for incoming and outgoing goods.
Warehouse Manager
Allied Tube & Conduit Corporation
Philadelphia, PA
06.2006 - 07.2014
- Coordinated and monitored the receipt, storage, and dispatch of goods within the warehouse.
- Ensured that all orders were accurately fulfilled in a timely manner.
- Utilized inventory management software to track stock levels and maintain accurate records.
- Oversaw 50 employees to ensure safety policies and procedures
- Developed strategies to optimize workflow processes in order to maximize productivity.
- Monitored staff performance, identified areas for improvement, and provided training as needed.
- Organized regular cycle counts of physical inventory to ensure accuracy of system data.
- Implemented new technologies such as RFID scanning systems to improve efficiency.
- Conducted periodic audits of the warehouse environment to identify any potential hazards or risks.
Education
Some College (No Degree) - Computational Science
Bucks County Community College
Newtown, PASkills
- Account updating
- Product Knowledge
- Information Security
- Inbound and Outbound Calling
- Report Generation
- Data Collection
- Data Entry
- Call center experience
- Administrative Support
- Support case resolution
- Adaptive team player
- Shipping and receiving understanding
- Microsoft Outlook
- Call triaging
- Microsoft Office Suite
- Microsoft Excel
Certification
- Osha 30
References
References available upon request.
Timeline
Customer Service Representative
Conduent Call Center
11.2022 - Current
Director of Operations
ECS Virtual Support
05.2020 - 11.2023
Delivery Driver
FedEx
06.2018 - 04.2020
Laborer
Ibew Local 332
09.2016 - 05.2018
Warehouse Manager
Radwell International Inc.
08.2014 - 08.2016
Warehouse Manager
Allied Tube & Conduit Corporation
06.2006 - 07.2014
Some College (No Degree) - Computational Science
Bucks County Community College
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