Kenneth Hayes
Fort Worth,TX
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in customer service and public trust and working in 24/7 uptime environment.
Overview
6
6
years of professional experience
Work History
Associate Technical Support Analyst
CDK Global
04.2022 - 12.2023
- I worked through databases solving technical and informational issues for the Parts department involving Car Dealerships throughout the United States and Canada
- The ticketing system I used were Salesforce and Vision.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Answered customer support inquiries via specialized ticket tracking platforms.
- Created user accounts and managed access control.
- Supported users with software, hardware and network issues.
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
- Reduced downtime with proactive monitoring and troubleshooting of critical systems.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
Hand and Shop Hand
Nations Pure Water Systems
02.2021 - 04.2022
- Handled warehouse duties as well as general physical labor for the installation of Water Softeners, Filters, and Holding Tanks.
- Cared for walkways, paths and driveways leading into and out of loading areas.
- Maintained adequate storage of trenching, storage, and building equipment.
- Mucked out, cleaned and sanitized storage containers and filters.
Customer Service
Cinergy Cinemas
08.2020 - 03.2021
- In charge of cleanliness, stocking, working the counter
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Updated customer service database with new information, address changes and contact details.
- Immediately brought critical issues to customer service manager for resolution.
- Streamlined workflow processes for improved productivity and better overall service delivery to clients.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
Customer Service Representative
Maximus
01.2020 - 07.2020
- Answered questions regarding aspects of the 2020 census
- Communicated with other Call Center Sites regarding call information after receiving a promotion in June
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Produce Stocker
HEB
07.2019 - 01.2020
- Maintained clean and organized work environment
- Extensive customer service
- Responsible for restocking Produce, ordering and organization
Customer Service
Lowes
05.2018 - 07.2019
- Assist customers with knowledge of brands and specifications of products
- Responsible for ensuring cleanliness of products and work area
- In charge of closing and loading as well as locating products
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Updated customer service database with new information, address changes and contact details.
- Researched issues with shipments, product damage and incorrect product amounts.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Coordinated closely with sales representatives to address any order-related questions or discrepancies reported by customers promptly.
Meat/Seafood Clerk
Kroger
12.2017 - 05.2018
- Extensive knowledge of products
- Maintained clean and organized work environment
Education
High School Diploma -
Timber Creek High School
Keller, TX05.2017
Skills
- Support Ticketing Systems
- Internal Technical Communications
- User Account Management
- Application Support
- Critical Thinking
- Customer Service
- Conflict Resolution
- Technical Troubleshooting
- Problem Solving
- Ticketing Systems
- Active Listening
- Software Knowledge
Timeline
Associate Technical Support Analyst
CDK Global
04.2022 - 12.2023
Hand and Shop Hand
Nations Pure Water Systems
02.2021 - 04.2022
Customer Service
Cinergy Cinemas
08.2020 - 03.2021
Customer Service Representative
Maximus
01.2020 - 07.2020
Produce Stocker
HEB
07.2019 - 01.2020
Customer Service
Lowes
05.2018 - 07.2019
Meat/Seafood Clerk
Kroger
12.2017 - 05.2018
High School Diploma -
Timber Creek High School
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