Keith Lundberg
Case Services Aide
Colorado Springs,CO
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Productive Call Center Representative with 12+ years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
39
39
years of professional experience
Work History
Case Services Aide
El Paso County Department of Human Services
Colorado Springs, CO
04.2019 - Current
- Supports Case Workers with case work investigation activities. Receives child abuse hotline call reports and creates case file referrals. Researches client benefit and criminal histories. Participates in assigning case work referrals to county case workers. Supervises child family visitation sessions. Submits visitation reports. Testifies in court when needed. Assists case workers with all case work visits and investigations.
- Attended staff meetings and professional development sessions.
Customer Service Representative Technician
Progressive Insurance - Colorado Springs Ca Center
Colorado Springs, CO
10.2011 - 04.2018
- Resolved customer complaints in a timely manner.
- Assisted customers with product installation and troubleshooting.
- Performed product testing and quality assurance checks.
- Answered customer inquiries via phone, email, and online chat.
- Developed procedures to improve the customer experience.
- Maintained accurate records of customer interactions and transactions.
- Identified potential sales opportunities during customer interactions.
- Collaborated with other departments to resolve complex customer issues.
- Escalated unresolved problems to supervisor or team lead as needed.
- Ensured compliance with all applicable laws and regulations.
- Followed up with customers after resolution of issue was complete.
- Conducted training sessions for new employees on company policies and procedures related to customer service.
- Offered custom troubleshooting to assist problem resolution and restore service levels.
Security Forces Supervisor
United States Air
Colorado Springs, CO
05.1985 - 10.2011
- Directed and supervised subordinate personnel in the performance of security, law enforcement, and force protection duties.
- Ensured that all assigned tasks were completed in accordance with applicable regulations and directives.
- Inspected work areas to ensure compliance with established safety standards and procedures.
- Developed training plans and evaluated individual training requirements for subordinates.
- Conducted investigations into violations of security policies or criminal activities on base.
- Provided advice and guidance to subordinate personnel regarding law enforcement matters.
- Coordinated with other agencies to provide support for base operations.
- Conducted daily shift briefings to review current security issues and operations status.
- Maintained records of unit activity, reports, logs, and related documents.
- Monitored access control points to ensure authorized personnel only enter secure areas.
- Responded to emergency situations as required by regulations or standard operating procedures.
- Prepared incident reports detailing events leading up to an incident or violation.
- Assisted in developing strategies for counter-terrorism measures within the installation's area of responsibility.
- Supervised physical security inspections of buildings and facilities on base.
- Analyzed intelligence data from multiple sources to anticipate possible threats against base assets.
- Interacted with local authorities when necessary for joint investigations or information sharing purposes.
- Answered non-emergency and emergency calls for assistance.
- Patrolled via motorized vehicles, all-terrain vehicles and walking.
- Organized, processed and disseminated information via two-way radio.
- Operated speed measuring, drug and alcohol and breath test devices to promote driving safety.
- Conducted operations using various light and heavy infantry weapons and tactics.
- Cared for personnel in medical trauma situations as first-response to emergencies.
Education
Workforce Education And Development
Southern Illinois University Carbondale
Carbondale, IL05-2004
Associate of Science - Personnel Administration
Community College of The Air Force
Montgomery, AL01-2004
Associate of Science - Criminal Justice
Community College of The Air Force
Montgomery, AL03-1991
Master of Science - Business Administration
University of Phoenix
Tempe, AZSkills
- Highly Skilled Social Work Professional Go to trainer for new social workers and child abuse hotline incident call takers
- Extremely capable communicator with extensive call center experience and 911 call taker experience
- Retired Air Force Security Force Law Enforcement Supervisor
- Five years service as a faith based volunteer with the Colorado Department of Corrections assisting offenders with faith based services and transition education programs
Timeline
Case Services Aide
El Paso County Department of Human Services
04.2019 - Current
Customer Service Representative Technician
Progressive Insurance - Colorado Springs Ca Center
10.2011 - 04.2018
Security Forces Supervisor
United States Air
05.1985 - 10.2011
Workforce Education And Development
Southern Illinois University Carbondale
Associate of Science - Personnel Administration
Community College of The Air Force
Associate of Science - Criminal Justice
Community College of The Air Force
Master of Science - Business Administration
University of Phoenix
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