Foreign and Independent Film
Kenneth Krantzler
Melbourne,FL
Summary
Passionate about leading, developing, and growing inside client support channels to bolster client success. Possess strong communication skills to break down complex issues to more efficiently train, develop, and coach to optimized results. Combine qualitative and quantitative data skills to drive complex problem solving. Collaborative and cross departmental focus to ensure streamlined vision of service expectations and product delivery.
Online banking client service advocate and liaison at Charles Schwab
Inside sales and product support specialist at Trulia
Online billing and client retention specialist for Zillow
Online quality assurance and client experience specialist at The CE Shop
Overview
13
13
years of professional experience
Work History
Client Experience and Quality Assurance Specialist
The CE Shop
05.2021 - 05.2023
- Reviewed inbound and outbound phone calls, chat conversations, and emails to monitor quality
- Analyzed Satisfaction Surveys to recognize voice of client (VOC) and pivot to better meet their needs
- Created monthly Net Promoter Score Summary to track trending client behaviors and realize where improvements need to be made
- Trained phone and chat representatives on communication control and empathy intuition to better lead and empower clients
- Lead monthly leadership Quality Assurance calibrations to scout client service opportunities and update QA score card in real time based on client need
- Performed more than 75 monthly written interaction quality assurance reviews
Client Support Specialist
The CE Shop
10.2016 - 05.2021
- Advise clients on how to keep their real estate license in compliance by explaining their specific educational requirements state by state
- Coach clients in over 45 different States on pre-license course navigation with best practices and explained local state exam requirements
- Navigate and guide clients through online educational courses using coaching, training, and technical support
- Respond to and resolve inbound email solution requests and field 40-50 inbound calls daily
- Work effectively with Compliance, Curriculum, Marketing, and Reporting Departments to ensure student success operationally
- Achieve personal monthly production and sales commission goals based on productivity and revenue
- Recognize ways to implement company wide improvements dealing with effective information sharing and site design to improve client experience, grow company revenue, and effective ways to ensure client retention
Client Success Manager
Boldleads
03.2016 - 07.2016
- Outbound phone calls to domestic and international clients coaching best practices to maximize their return on investment through lead capture and conversion
- Reviewed and responded to 20-30 service help tickets requests per day to resolve client issues Engaged clients to learn about user experience and platform operation
- Worked remotely with internal operations team to ensure client success, development, and growth
- Lead live, hour long weekly webcast educating clients on site and platform navigation, lead generation, and effective follow up response so success through effective lead conversion would be seamless, more consistent, and fun
Billing and Retention Specialist
Zillow Group/Trulia
11.2014 - 02.2016
- Performed outbound phone calls to regional and National clients with service based concerns
- Reviewed, processed, responded to 30-50 client cases per day Made 20-30 outbound phone calls daily to disengaged clientele
- Coached clients to recognize value of their marketing and educated on how to grow financial returns by explaining how their mobile or desktop target audience behaves
- Built and nurtured relationships with top producing real estate agents and brokers to support and help them increase their business through advertising campaign creation and lead conversion coaching
- Effectively taught product implementation and use
- Successfully de-escalated and retained upset clientele by using Active Listening, Empathy Intuition, and expert coaching to re-engage and provide immediate solutions to areas of opportunity
Inside Sales and Support Executive
Trulia
11.2013 - 10.2014
- Outbound sales effort to real estate agents and brokers Nationally
- Completed at least 75 sales calls per day to potential clientele
- Developed cold-calling sales techniques and skills
- Monthly metric reviews and analysis in competitive commission based environment
Client Service and Support Representative
Charles Schwab
06.2010 - 10.2013
- Supported and communicated with 35 to 50 clients daily to help with banking needs. Addressed concerns and solved financial problems dealing with paying bills, issuing checks, verifying transactions, and transferring funds
- Acted as liaison for client banking support services and worked with operations, advanced support, and brokers to problem solve for clients
Education
MBA - Business Administration
ENDICOTT COLLEGE
Beverly, MABachelor of Science - Sport, Tourism, and Hospitality Management
TEMPLE UNIVERSITY
Philadelphia, PASkills
- Quality Assurance Analysis and Delivery
- Client and Colleague Trainer and Educator
- Attention to Detail
- Microsoft Office Suite Expert
- Salesforce as CRM and KPI Manager
- Customer Experience Specialist (Retention)
- Departmental Liaison
- Process Orientated
- Highly Energetic
- Cross Functional and Collaborative Support Specialist
- Written Communication
- TalkDesk Quality Assurance Expert
Quote
I find that the harder I work, the more luck I seem to have.
Thomas Jefferson
Accomplishments
Senior Class President @ The Hill School
Co-President Temple University PCMA Chapter
Co-President Temple University ISES Chapter
10+Years of Client Service, Retention, and Quality Assurance
- Achieved higher CSAT and KPI numbers through effectively helping with the client experience
- Monitored and reviewed over 20 Client Service Representatives focused on client service over the phone, client service over chat, and email coordinator outreach roles
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Company CultureCareer advancementPersonal development programsInterests
Exploring New Cuisines and Restaurants
Reading
Visiting Different and New Countries
Software
Asana
Salesforce
Zendesk
Five9
Talkdesk
Canva
Slack
Jira
Microsoft Teams
Atlassian
Microsoft Office Suite
Quicksight
Tableau
Playbook
Timeline
Client Experience and Quality Assurance Specialist
The CE Shop
05.2021 - 05.2023
Client Support Specialist
The CE Shop
10.2016 - 05.2021
Client Success Manager
Boldleads
03.2016 - 07.2016
Billing and Retention Specialist
Zillow Group/Trulia
11.2014 - 02.2016
Inside Sales and Support Executive
Trulia
11.2013 - 10.2014
Client Service and Support Representative
Charles Schwab
06.2010 - 10.2013
MBA - Business Administration
ENDICOTT COLLEGE
Bachelor of Science - Sport, Tourism, and Hospitality Management
TEMPLE UNIVERSITY
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