Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kenneth Paquette

Kenneth Paquette

Groton,CT

Summary

Diligent professional brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.

Practiced customer service professional with expertise and deep passion for helping customers. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining privacy of confidential and sensitive information.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Senior Technical Customer Care Specialist

DEALERTRACK RTS COX AUTOMOTIVE
Groton, CT
05.2015 - 09.2024
  • Possess five years of experience as a Level One representative.
  • Held position of senior representative across a span of four years.
  • Provide exceptional customer service with software installation and troubleshooting clients' needs.
  • Problem report processing.
  • SQL access and knowledge.
  • Acted as company liaison with the PA DMV audit unit.
  • Managed calls requiring de-escalation.
  • Resolved technical problems involving both software and hardware.
  • Managed software deployment.
  • Promptly responded to customer inquiries, and resolved complaints to promote loyalty.
  • Maintained a high satisfaction score by consistently resolving first-call issues.
  • Educate customers where applicable to alleviate the need for future contact.
  • Updated databases with new and modified customer data.

WIRELESS ASSOCIATE

WAL-MART
Groton, USA
01.2010 - 01.2017
  • Assisted a range of 20-50 cellular customers each day.
  • Closed sales for new mobile service agreements.
  • Performed technical support for customers, such as troubleshooting data network connectivity issues.
  • Maintained daily inventory logs to ensure inventory integrity.
  • Prepared promotional materials for upcoming events such as sales or special offers.
  • Handled cash and credit payments efficiently.
  • Sorted, organized and showcased merchandise to enhance sales.
  • Handled transactions employing point-of-sale systems and issued receipts.

SHIFT LEAD

HOLLYWOOD VIDEO
Groton, USA
01.2010 - 01.2011
  • Managed a team of three employees to provide service to a diverse customer community.
  • Mitigated customer grievances ensuring client retention and satisfaction.
  • Handled opening and closing procedures, managing cash handling.
  • Maintained store appearance and marketing schematics to improve customer experiences.
  • Provided information on offerings, promotions, and pricing, boosting sales.
  • Cultivated collaborative rapport with colleagues and leadership.
  • Ensured the work area remained clean and tidy to meet company standards.
  • Oversaw store operations in Store Manager and Assistant Manager's absence.

Education

Technical school - Information Technology

RIDLEY LOWELL BUSINESS & TECHNICAL INSTITUTE
New London, CT
01.2015

Skills

  • Call center
  • Customer service
  • Help Desk
  • Software Troubleshooting
  • Technical Support
  • Microsoft Windows
  • Desktop Support
  • Troubleshooting hardware
  • Call logging
  • Email correspondence
  • Relationship building
  • Documentation and reporting

Certification

Driver's License

Timeline

Senior Technical Customer Care Specialist

DEALERTRACK RTS COX AUTOMOTIVE
05.2015 - 09.2024

WIRELESS ASSOCIATE

WAL-MART
01.2010 - 01.2017

SHIFT LEAD

HOLLYWOOD VIDEO
01.2010 - 01.2011

Technical school - Information Technology

RIDLEY LOWELL BUSINESS & TECHNICAL INSTITUTE

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Kenneth Paquette