Kelvin McCutcheon
Fort Worth,Texas
Summary
Customer Support Specialist and Garage Technician with expertise in troubleshooting and conflict resolution. Proven track record of enhancing customer satisfaction and driving company success through effective communication and mentorship. Results-driven professional focused on building relationships and fostering partnerships to support business growth.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
Fireside Hearth And Home Shop
Grand Prairie, Texas
05.2019 - 09.2023
- Provided troubleshooting and technical support for customer concerns regarding service and product functionality in a timely manner.
- Streamline support processes, reducing response times, and improving overall efficiency and customer satisfaction.
- Developed innovative strategies to improve customer experience with the product or service offered by the company.
- Educated customers on proper maintenance and care of company products and services.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Documented customer interactions to ensure accurate, updated record-keeping, and follow-ups.
- Participated in team meetings to discuss strategies for improving customer experience.
- Mentored junior staff, fostering a collaborative environment while enhancing team performance.
Garages Door Technician
Trinity Fireside
Grand Prairie, Texas
08.2016 - 04.2019
- Installed and repaired various garage doors and openers for residential and commercial clients.
- Operated tools and equipment to ensure premise installations and repairs.
- Programmed remotes and keypads to operate garage doors.
- Inspected and diagnosed issues with garage door systems, including motors, springs, pulleys, hinges, cables, rollers, and tracks.
- Replaced broken panels in order to restore functionality of the door.
- Tested safety features such as photoelectric sensors to ensure proper operation of the system.
- Troubleshot problems related to power supply or wiring issues associated with opener installation and repair work.
- Adhered strictly to safety protocols while working at customer sites.
- Diagnosed mechanical issues and provided effective solutions to customers.
- Explained customer service options available for repair or replacement of a wide range of products.
- Completed daily work logs to document completion times and hours spent at each location.
- Instructed building and homeowners in strategies for care and maintenance of doors.
Garage Door Technician
Protech Garages
Arlington, Texas
05.2013 - 06.2016
- Installed residential and commercial garage doors efficiently and accurately.
- Diagnosed and repaired mechanical issues in various garage door systems.
- Conducted routine maintenance on various garage door systems for optimal performance to prolong their lifespan and prevent future malfunctions.
- Collaborated with customers to understand their needs and recommend suitable solutions.
- Educated clients on proper maintenance, garage usage, and safety precautions, positively promoting a valuable company image.
- Recorded detailed notes on each project to maintain comprehensive client records to efficiently facilitate future service visits if needed.
Education
Associate of Arts - Associate in Teaching
Tarrant County College
Fort Worth, TX08-2013
US Military Cert - Warrior Leadership Course (WLC)
NCO Acedemy
Utah08-2011
US Military Cert - Water Treatment Specialist
Advancing Indiviaual Training 92-W
Richmond VA06-2011
US Military Cert - Administrative Assisitant
Advanced Training 71-L
Utah06-1990
High School Diploma -
Polytechnic High School
Fort Worth, TX06-1987
Skills
- Troubleshooting techniques
- Customer support
- Technical documentation
- Data management
- Communication skills
- Customer relationship management
- Adaptability and flexibility
- Reliability
- Analytical thinking
- Multitasking and organization
- Mentorship training
- Installation and repair techniques
- Mechanical assembly
- Equipment maintenance
- Preventative maintenance
- System diagnostics
- Safety protocols and compliance
- Conflict resolution
- Electrical repair and wiring
- Emergency repairs
- Product knowledge
- Inventory management
- Works Well Under Pressure
- Attention to detail
- Routine Inspections
- Complex Repairs
- Innovation skills
- Workload management
- Regulatory compliance
- Tactical planning
- Leadership development
- Military training
- Discipline and focus
- Equipment preventive maintenance
- Hardware knowledge and installation
- Multitasking
- Goal setting
- Teamwork and collaboration
- Remote programming
Timeline
Customer Support Specialist
Fireside Hearth And Home Shop
05.2019 - 09.2023
Garages Door Technician
Trinity Fireside
08.2016 - 04.2019
Garage Door Technician
Protech Garages
05.2013 - 06.2016
Associate of Arts - Associate in Teaching
Tarrant County College
US Military Cert - Warrior Leadership Course (WLC)
NCO Acedemy
US Military Cert - Water Treatment Specialist
Advancing Indiviaual Training 92-W
US Military Cert - Administrative Assisitant
Advanced Training 71-L
High School Diploma -
Polytechnic High School