Kenneth Ouimet
St Johns,FL
Summary
Enthusiastic customer service representative with a passion towards solving problems, especially technical ones. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Topline Appliance
11.2020 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Kept accurate records to document customer service actions and discussions.
Director of Customer Service
Hear-Direct
06.2015 - 03.2020
- Maintained a positive, empathetic, and professional attitude towards customers at all times
- Responding PROMPTLY to customer inquiries
- Heavy phone contact with existing, and potentially new customers
- Provided excellent customer service to customers in the comfort of their own home, and or in our office
- Kept up to date with new and different technology such as new hearing aids, and or new software and apps designed for the aids
- Used SALESFORCE as a data base for all customers to keep track on sales, potential sales, and different notes attaining to each customer
- Communicating with customers through different channels
- To ALWAYS ensure customer satisfaction
- Keeping thorough records of customer interactions, transactions, comments, and complaints.
Scheduling Coordinator/ Customer Service Representative
Trinity Solar
02.2013 - 04.2015
- Heavy outbound and inbound calls with new and existing customers
- (150 calls per day minimum)
- Incoming calls converted into successful appointments
- Qualifying potential customers through SALESFORCE
- Going through all products and services we have to offer
- Acknowledged and responded to all customer inquiries and complaints.
Director of Customer Service, Marketing and Hearing Aid Dispenser
Hear-Direct
05.2008 - 01.2012
- Heavy phone contact with existing as well as potential hearing instrument users
- Provided hearing instrument service to existing customers over the phone and in person
- Frequently provided information and trainings on new technologies to potential customers
- Programming hearing Instruments
- Interacting with patients on a daily basis
- Under the supervision of my sponsor, Fitting hearing Instruments as well as testing
- Heavy Customer relationship management and customer service
- Heavy phone contact with existing users offering new products and customer service
- Cold calling on physicians for sources of referrals
- Meeting weekly quotas for physician visits and placement of marketing materials.
Office Clerk
Hearing Aid Center of Ocean County
06.2007 - 08.2007
- Answering phones and making appointments
- Greeting clients
- Mailing reminders and follow-ups to clients
- Entering audiograms and client information into database
Education
Bachelor of Arts - Business Administration And Management
Montclair State University
Montclair, NJ01.2013
Skills
- Proficient in Microsoft Word, Excel and Powerpoint
- Experience with social media and internet research
- Experience with the entire G suite
- Call Monitoring
- Project Management
- Sales Promotion
- Technical Support
- Experience with SALESFORCE
- Key Holder
- Retail Management
- Team Lead
- Keyholder
- ASM
- Inventory
- Training
- Scheduling
- Inventory Management
- Team Building
- Customer Relationship Management
- Relationship Management
- Google Docs
- Inside Sales
- Social Media Management
- Salesforce
- Sales Management
- CRM Software
- Outside Sales
- Management
- Recruiting
- Business Development
Certification
Driver's License
Timeline
Customer Service Manager
Topline Appliance
11.2020 - Current
Director of Customer Service
Hear-Direct
06.2015 - 03.2020
Scheduling Coordinator/ Customer Service Representative
Trinity Solar
02.2013 - 04.2015
Director of Customer Service, Marketing and Hearing Aid Dispenser
Hear-Direct
05.2008 - 01.2012
Office Clerk
Hearing Aid Center of Ocean County
06.2007 - 08.2007
Bachelor of Arts - Business Administration And Management
Montclair State University
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