Kenneth Earl
Sterling,IL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist II
Bloomerang
04.2024 - Current
- Assisted an average of 30 customers daily, providing exceptional support, resolving inquiries, and ensuring high customer satisfaction.
- Maintained a 95% average CSAT rating through multiple channels of support by providing a confident and empathetic environment.
- Provided Q/A and additional customer feedback to the Product Team for the Email and U/I update.
- Mentored multiple new hires during their on-boarding period to ensure preparedness and confidence of the support role.
Customer Support Specialist I
Bloomerang
08.2022 - 04.2024
- Partnered with 20 remote customer service representatives to provide
exceptional customer service and support for 8,000 customers. - Managed the resolution of complex technical issues, reducing customer complaints by 20%.
- Helped train customers in using the Bloomerang software, while also helping them select additional product add-ons based on their needs.
- Utilized Salesforce support software to manage and resolve customer service tickets.
Customer Service Representative
Enova International
02.2018 - 04.2022
- Responsible for ensuring excellent customer satisfaction by handling questions related to the company via live chat, phone and email.
- Reviewed an average of 60 customer accounts daily, providing updates and information about billing, shipping and other account items.
- Provided customer assistance via software and hardware troubleshooting.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Bachelor of Electrical Engineering - Electrical Engineering Technology
East-West University
Chicago, IL04-2027
Skills
- Software: MS Office Suite, G Suite, Salesforce, Slack, Zoom
- Customer Support: Customer Relationship Management (CRM), Issue Troubleshooting, Remote Desktop Software, Technical Support, Service Ticket Management
- IT: Troubleshooting Hardware/Software Issues
Timeline
Customer Support Specialist II
Bloomerang
04.2024 - Current
Customer Support Specialist I
Bloomerang
08.2022 - 04.2024
Customer Service Representative
Enova International
02.2018 - 04.2022
Bachelor of Electrical Engineering - Electrical Engineering Technology
East-West University
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