Summary
Overview
Work History
Education
Skills
Timeline
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KENNETH GREEN

Conway,AR

Summary

Self-motivated Senior Technical Support Representative with over 15 years of experience; Employee Relations Specialist Service Solutions Expert Conflict Resolution Proficiency Troubleshooting Proficiency Exceptional Telephone Etiquette Vast Technical Knowledge: extensive browser setting knowledge with various types such as IE, Firefox, Chrome, and Safari Proficient With Microsoft Office Suite Negotiation Competency And Devoted To Data Integrity Knowledgeable and dedicated customer service professional with extensive experience in Client Support industry.

Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

20
20
years of professional experience

Work History

CSR

BCBS
Conway, Arkansas
04.2021 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Technical Support Representative

Asurion
Russellville, AR
11.2020 - 12.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Health Care Provider

Gainwell Technologies
Newark, NJ
12.2020 - 03.2021
  • Reviewed patient files and records, including allergies, problems, medications and immunization statuses.

Financial Support Specialist

Level 2 • FIS – Purepoint Financial
09.2014 - 07.2020
  • Carried out day-day-day duties accurately and efficiently.

DSL Tech/Customer Service Agent

AT&T
Little Rock, AR
10.2012 - 09.2014
  • Educated customers on company systems, form completion, and access to services.

IT Support Agent

09.2002 - 09.2012
  • Provided accurate and appropriate information in response to customer inquiries Accurately documented, researched and resolved customer service issues Participated in conference meetings with upper management to ensure appropriate changes were made to improve customer relations and experience Effectively managed a high-volume of inbound and outbound customer calls Demonstrated mastery of customer service call script within specified timeframes and guidelines Managed call flow with several calls in queue per minute providing accuracy and quality Exceeded corporate target for customer satisfaction for several months in a row Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts Consistently generated additional revenue through skilled sales techniques while building customer trust.

Education

HS Diploma - General Studies

Wilbur D Mills High School
1990

Skills

  • Customer relations
  • Client
  • Customer satisfaction
  • Customer service
  • Meetings
  • Quality
  • Sales
  • Script
  • Complaint resolution
  • Inbound and Outbound Calling
  • Multi-line phone talent
  • Creative problem solving

Timeline

CSR

BCBS
04.2021 - Current

Health Care Provider

Gainwell Technologies
12.2020 - 03.2021

Technical Support Representative

Asurion
11.2020 - 12.2021

Financial Support Specialist

Level 2 • FIS – Purepoint Financial
09.2014 - 07.2020

DSL Tech/Customer Service Agent

AT&T
10.2012 - 09.2014

IT Support Agent

09.2002 - 09.2012

HS Diploma - General Studies

Wilbur D Mills High School

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KENNETH GREEN