Open To Work
Kelvin Patrick Richardson
Burleson
Summary
Complaint Resolution Officer with a proven track record in enhancing customer satisfaction through effective communication and problem-solving skills. Demonstrated expertise in analyzing trends to identify root causes and resolve complaints efficiently. Consistently achieves high resolution rates and positive customer feedback.
Overview
29
29
years of professional experience
Work History
Complaint Resolution Officer
GM Financial
Arlington
12.2015 - 08.2025
- Managed customer complaints to ensure prompt resolution and satisfaction.
- Collaborated with departments to address issues and improve service quality.
- Responded to customer complaints with professionalism and offered suitable solutions or requested assistance of supervisor.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
Technical Support Representative/SME Team Leader
Sprint
Fort Worth, Texas
01.2011 - 04.2014
- Managed high levels of call flow and responded to technical support needs.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Generated reports to track performance and analyze trends.
- Researched and identified solutions to technical problems.
Customer Service Specialist
AT&T
Dallas, Texas
03.1996 - 10.2010
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer requests for products, services, and company information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and backed up other customer service managers.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Identified and resolved discrepancies and errors in customer accounts.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Arts - History
Columbia College of Missouri
Fort Worth, TXSkills
- Research analysis and data interpretation
- Effective communication
- Customer service and support
- Conflict resolution
- Critical thinking
- Complaint investigation
Work Preference
Work Type
Full TimePart TimeLocation Preference
RemoteTimeline
Complaint Resolution Officer
GM Financial
12.2015 - 08.2025
Technical Support Representative/SME Team Leader
Sprint
01.2011 - 04.2014
Customer Service Specialist
AT&T
03.1996 - 10.2010
Bachelor of Arts - History
Columbia College of Missouri
Similar Profiles
Angela GlennAngela Glenn
Team Leader at GM FinancialTeam Leader at GM Financial
Ashley BruckertAshley Bruckert
Customer Service Representative at GM FinancialCustomer Service Representative at GM Financial
Terrell FowlerTerrell Fowler
Customer Account Representative at GM FinancialCustomer Account Representative at GM Financial
Laura VillaLaura Villa
Systems Engineer III at GM FinancialSystems Engineer III at GM Financial
CAMILA Zarzar AntillonCAMILA Zarzar Antillon
Advisor at Sephora USAAdvisor at Sephora USA