Kenneth Allen
Brandon
Summary
Supervisor and Seasoned Customer Service Care Agent with a proven track record in project development and coaching at Primo Waters/Ds Services. Expert in de-escalation techniques and adept at enhancing small business growth, showcased by leadership roles at Michael Allen's Progression LLC. Skilled in billing analysis and customer retention strategies, possessing strong phone etiquette and upselling abilities.
Overview
23
23
years of professional experience
Work History
Customer Experience Supervisor
Primo Water/Primo Brands
11.2021 - Current
- Focused on maintaining a great work environment while producing excellent customer service
- Enhance customer service agents with tools and knowledge to obtain high quality scores
- Provide De-escalation practices in real time while building positive attitudes to overcome adversity during calls
- Offer de-escalation templates for different types of issues so the agent learns how to overcome prior to actually needing a supervisor
- Maintain a team of agents with goals and incentives of self growth
- Resizing account practices to offer a one call resolution so the customer has the right amount of product which helps agents feel more comfortable to offer products outside of the customers normal deliveries
- Conduct live call monitoring which helps provide a comprehensive assessment of the agents highs and lows
- One on one coaching to enhance agents knowledge, wisdom and understanding of policy, procedures and company products
- Written monthly reviews that outline which agents to focus on during the following month
- At one point as an interim supervisor prior to becoming a new full-fledged supervisor I was tasked with agent development and once those agents were able to show growth they were then disbursed amongst other supervisors to help build their teams metrics
- Payroll
- Time management
- Maintaining structure for adherence of agents schedules
- Metric focus to provide efficient customer service experiences while driven to maintain a level of time management on calls without compromising quality of calls
- Group interactions so agents can thrive in an ever-changing environment with confidence to ask peers for assistance
- Team building methods
- Chat coverage which helps the floor thrive in real time situations that help high call volumes to drop
- Floor support when the call center is short staffed or overwhelmed with calls other agents will adhere to asking outside of their personal area for assistance
- Reviewing accounts for credits agents requested to make sure they are valid
- Moral support as a team leader to help maintain a positive work environment for agents who have a hard time outside of work
- Relating not only as a team leader but as a fellow humble agent and human being as well
Small Business Sales/ Project Developer
Michael Allen's Progression LLC
03.2003 - Current
- Develop leads to help expand small businesses
- Bring In Small Business Clients
- Review business plans and guide with expansion techniques
- Review house foreclosures that would allow the loan to be taken over and to resell the homes
Customer Service Care Agent
Primo Waters/ Ds Services
11.2021 - 07.2024
- Review billing invoices
- Take payments
- Set up water deliveries
- Multiple skill levels in the customer care agent departments, Tier 1 & 2
- Floor support helping agents through calls to de-escalate and or answer any questions
- Project development of agents in a classroom environment
- Side by sides and written qualities for Supervisor reviews
- De-escalation specialist
- Team Lead- Actions taken as a team lead
- Supervisor Call backs
- Coaching and Development
- Reviewing accounts and problem solving
- Helping in team chat
- De-escalation advice during real time calls
- Emails to agents to help them review methods to help them grow
- Huddles to show case I can explain processes and what we need to do as a team
- Assisting in Karen Chat when needed
- Assisting in WFH chat when needed
- Call listening and checking on agents when calls seem to be longer than needed
Billing Analyst/floor Support
Charter Communications/Spectrum Cable
01.2017 - 05.2019
- Inbound calls to set up or add services
- Provided outstanding customer service
- Review of billing and adjustments
- Upgrades of internet and cable packaging
- Helped agents review accounts and de-escalate calls
- Led meetings of any changes made to package or procedures
Sales Billing Rep
Verizon
12.2016 - 01.2017
- Email or Inbound/Outbound calls for multiple client-based needs
- Provide excellent customer service to new/current customers
- Review & manage billing by upgrading or downgrading services
- Set up service for new/current clients
- Sold devices to increase revenue while giving clients a better cable/internet experience
- Troubleshoot any technical issues that occurred
- Meet monthly quotas based upon customer service performance & sales
Small Business Banker
Bank Of America Small Business Department
11.2013 - 12.2016
- Inbound & outbound client sourcing for research to provide best banking experience
- Resolve any issues with online banking as well as teach how to use for convenience
- Product knowledge of accounts & merchandise to enhance growth of funds
- Reviewed accounts for overdrafts, Bounced checks, & monthly fees
- Educate clients on debit/credit transactions for more efficient banking
- Provided excellent customer service while managing call flow
Premier Business Account Advisor & Sales Rep
At&t Small Business Department
02.2013 - 11.2013
- Apart of a team that reviews all of the Premier Business Accounts for Small Business Clients
- Analyze Billing and rate plans
- Up sale of Devices Such as Air Cards, Wifi Devices, Pads, Cell phones
- Up sale of Applications to Help make the customers Small Business Run as Proficient As Possible
- Quickly and effectively solve customer challenges
- Email customers' a breakdown of the best Technology for their needs
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service
Account Manager Customer Service Rep
Capitol One
08.2011 - 01.2012
- Maintenance of Accounts & Services
- Wowing customer to maintain business
- Responsible for updating accounts
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service
Senior Sales Lead Training Representative
Interactive Contacts Solutions
01.2009 - 08.2011
- Provide unique sales strategies to overcome customer objectives
- Train rep how to rebuttal customers in an intelligent, respectful attempt to overcome the objections presented
- Successfully orchestrated group training as well as individual one on one training
- Supervised call to call monitoring for more hands-on training while trainee is taken a call
Sales & Leasing Consultant
Ferman Nissan
09.2001 - 10.2002
- Recommended and implement procedures to assure guest satisfaction
- Developed and maintained positive relationship with guest
- Call backs and checks on customer base
Education
ASSOCIATE OF ARTS - BUSINESS
Hillsborough Community College
01.2001
Skills
- English
- Banking
- Customer Service
- Phone Etiquette
- Pricing
- Upselling
Personal Information
Willing To Relocate: Anywhere
Timeline
Customer Experience Supervisor
Primo Water/Primo Brands
11.2021 - Current
Customer Service Care Agent
Primo Waters/ Ds Services
11.2021 - 07.2024
Billing Analyst/floor Support
Charter Communications/Spectrum Cable
01.2017 - 05.2019
Sales Billing Rep
Verizon
12.2016 - 01.2017
Small Business Banker
Bank Of America Small Business Department
11.2013 - 12.2016
Premier Business Account Advisor & Sales Rep
At&t Small Business Department
02.2013 - 11.2013
Account Manager Customer Service Rep
Capitol One
08.2011 - 01.2012
Senior Sales Lead Training Representative
Interactive Contacts Solutions
01.2009 - 08.2011
Small Business Sales/ Project Developer
Michael Allen's Progression LLC
03.2003 - Current
Sales & Leasing Consultant
Ferman Nissan
09.2001 - 10.2002
ASSOCIATE OF ARTS - BUSINESS
Hillsborough Community College
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