Kenneth Heitkotter Nowell
Springfield,Missouri
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Cox Health
Springfield, Missouri
11.2021 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Customer Service Representative
Walmart
Springfield, MO
11.2019 - 11.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Executive Housekeeping Manager
Mastercorp Resort Housekeeping Services
Crossville, TN
12.2003 - 11.2019
- Trained and supervised a team of 25+ housekeepers in proper cleaning techniques and safety regulations.
- Advised management on best practices for maintaining a safe work environment.
- Conducted monthly performance reviews with staff members to assess progress towards goals.
- Collaborated with other departments, such as engineering and front desk, to ensure smooth operations.
- Monitored budget spending for the housekeeping department.
- Performed weekly audits of employee time cards for accuracy and completeness.
- Inspected rooms on a regular basis to verify that they meet quality standards.
- Managed team of employees, daily progress reports and overall project planning.
- Recruited and hired workers, in addition to supervising and monitoring daily performance.
Education
Technical - Electrical Engineering
Wichita Area Technical College
Wichita, KS05-1984
High School Diploma -
Campus High School Haysville
Wichita, KS05-1983
Skills
- Customer Service
- Microsoft Office Suite
- Escalation Management
- Team Development
- Quality Assurance Controls
- Multi-Task Management
- Positive and Professional
- Problem Resolution
- Administrative Support
- De-Escalation Techniques
- Courteous Demeanor
- Retail Sales Customer Service
References
References available upon request.
Timeline
Customer Service Representative
Cox Health
11.2021 - Current
Customer Service Representative
Walmart
11.2019 - 11.2021
Executive Housekeeping Manager
Mastercorp Resort Housekeeping Services
12.2003 - 11.2019
Technical - Electrical Engineering
Wichita Area Technical College
High School Diploma -
Campus High School Haysville
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