Kenneth Sparks
Bellbrook
Summary
Dynamic customer service professional with a proven track record at AES Ohio, excelling in escalated complaint resolution and staff training. Adept at building rapport and utilizing CRM systems to enhance customer satisfaction. Recognized for driving team performance and improving operational efficiency through critical thinking and problem-solving skills as well as developing new training material to help with onboarding new employees.
Overview
18
18
years of professional experience
Work History
Construction Customer Service Representative
AES Ohio
Dayton, OH
06.2019 - Current
- Administrative Support to provide guidance and help for coworkers on proper procedures and issue resolution.
- Answered customer and contractor calls to assist with any questions/issues and facilitate projects moving forward to completion.
- Assisted with employee training to provide support and guidance and ensure new coworkers were better prepared for their new roles as well as provided continued assistance to employees as they learned on the job.
- Helped develop and refine new training material for employee onboarding.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Processed incoming construction/project paperwork from governmental agencies and contractors for new construction projects and electrical system upgrades.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Customer Service Lead
Spectrum
Kettering, OH
02.2014 - 06.2019
- Utilizing the VOIP/CRM simultaneously, I provided inbound and outbound call assistance.
- I assisted customers with billing issues, technical support, and setting up new service as well as general scheduling assistance.
- Helped customers with processing payments, setting up service extensions, making payment arrangements, and performed credit validations.
- As the lead representative, I was tasked with ensuring my team not only met but exceeded our metrics, and when necessary offered advice and coaching to ensure that while we always had the bottom line in mind, that we still serviced the customer to the best of our ability.
- Acted in managerial capacity when so delegated, and guided other representatives to make customer centric decisions.
- Communicated with direct, third party and internal sales staff to coordinate sales and help tickets, resolved conflicts, and facilitated the smooth transition from potential client to satisfied customer.
Sales Shift Manager
Staples
Sugarcreek, OH
06.2013 - 02.2014
- Lead the store sales team consisting of 15 employees.
- Ensured store was in good order, product was appropriately displayed, and members of my team were in position.
- Analyzed trending and sales metrics, and met with team daily to discuss goals.
- Coached employees.
- Engaged upper management during quarterly budget and projection meetings.
- Assisted customers with all manner of issues and questions ranging from purchases to problems with services and scheduling.
Zone Manager
Home Brands Inc
Portsmouth, NH
04.2008 - 03.2013
- Took ownership of the sales activity of all North East Region market projects, and coordinated scheduling, manufacturing, and installation departments.
- Oversaw the implementation of sales and business development strategies and new product rollouts, and proactively addressed potential pitfalls in our underperforming branches through analysis of productivity and discipline where required.
- Offered sales solutions for our clients that helped to maintain and improve installation lead time goals.
- Took a hands on approach when it came to working with customers who were unsatisfied and worked with them to alleviate their concerns.
- Created and adjusted schedules and routes for installation crews to accommodate business needs.
Skills
- Exceptional Customer service and Rapport Building
- Active listening Skills
- Great Critical thinking and Problem Solving Skills
- Data entry
- Escalated Complaint/Issue resolution
- Administrative support
- Customer relationship management (CRM)
- Experienced Staff training
Timeline
Construction Customer Service Representative
AES Ohio
06.2019 - Current
Customer Service Lead
Spectrum
02.2014 - 06.2019
Sales Shift Manager
Staples
06.2013 - 02.2014
Zone Manager
Home Brands Inc
04.2008 - 03.2013