Kenneth Hoyle
Nolanville
Summary
Customer-focused professional with a proven ability to actively listen and understand client needs, ensuring clear and accessible communication of solutions. Expertise in employing analytical and creative thinking to identify root causes and develop innovative strategies that drive results. Highly self-driven and goal-oriented, adept at effective time management to prioritize tasks and efficiently multitask in fast-paced environments. Strong interpersonal and communication skills complement a commitment to continuous improvement and an optimistic approach to new challenges.
Overview
2026
2026
years of professional experience
Work History
Inventory Coordinator
Lone Star Mobile Storage
04.2025 - 01.2026
- Operate forklift to load/unload 40’ and 20’ shipping containers and Ground Level Offices.
- Perform cleaning, maintenance, and repairs on all units returning from rentals.
- Maintain accurate counts of all available inventory and communicate to sales/rentals team and accounting department.
- Receive and make ready new and used units to enter sales inventory or rental inventory.
- Maintain facility and premises including landscaping, signage, decoration, etc.
- Operate company vehicle to conduct necessary errands and tasks including travelling to rental sites to perform repairs and maintenance.
Associate
Express Employment Professionals
12.2016 - 04.2025
- Adapting to a wide variety of assignments I had the opportunity to undertake.
- Assignments varied across several industries and job types. Some examples include roles as a front desk clerk for a city water department and a property management company, manufacturing, construction general labor, etc.
Quality Assurance Supervisor
Teleperformance USA
10.2011 - 10.2016
- Managed the daily QA operations for over 3,000 agents across 7 lines of business at 6 sites around the country.
- Responsible for daily supervision, coaching, and support for a team of up to 30 analysts.
- Designing and completing comprehensive daily, weekly, and monthly reporting for the Operations team as well as internal and Client executives.
- Ensuring all deliverables were consistently and accurately completed on time.
- Hosting and/or presenting on several meetings and calibration sessions per day.
- Providing timely responses and assistance to my team of analysts, the Operations team, the Client Relations team, and/or directly to the Client.
Quality Assurance Analyst
Teleperformance USA
- Responsible for completing monitoring and analysis of customer interactions.
- Analyze and report root causes for agent behavior and customer issues.
- Assist with training and coaching agents to achieve optimal customer experience and improved metrics.
- Created job aids and training materials, best practices, etc.
- Led new hire and agent up-training classes.
Account Supervisor
Teleperformance USA
- Responsible for handling escalated calls for issues that could not be resolved by frontline representatives.
- Complex interactions with dissatisfied customers who needed extra care and diplomacy to reach an amicable resolution.
- Expertise with our systems and with the rules and policies of the Client.
- Frequently called on by my superiors and my fellow supervisors to assist with particularly difficult questions, situations, and customers.
Customer Service Representative
Teleperformance USA
- Provide courteous, appropriate resolutions to customer issues in compliance with all legal regulations and Client policies.
- Utilize active listening to quickly identify and/or anticipate customer concerns.
- Clearly and concisely communicating accurate answers to any questions in an easily understandable manner.
- Inspire confidence in customers that I was providing accurate and complete information.
Education
High School Diploma -
Harker Heights High School
Harker Heights05-2005
Skills
- Quality assurance
- Quality processes
- Data analysis
- Mentoring and training
- Issue resolution
- Quality assurance controls
- Root-cause analysis
- Deductive reasoning
- Call monitoring
- Collaboration and communication
- Group presentations
- Process implementation
Timeline
Inventory Coordinator
Lone Star Mobile Storage
04.2025 - 01.2026
Associate
Express Employment Professionals
12.2016 - 04.2025
Quality Assurance Supervisor
Teleperformance USA
10.2011 - 10.2016
Quality Assurance Analyst
Teleperformance USA
Account Supervisor
Teleperformance USA
Customer Service Representative
Teleperformance USA
High School Diploma -
Harker Heights High School