KENNETH STEWARD
Missouri City
Summary
Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE/ CONTRACTOR
ELYSIAN CONSULTING LLC
02.2023 - Current
TECH SUPPORT/ HELPDESK / CUSTOMER SERVICE
MATTRESS FIRM
01.2022 - 09.2022
- Responded to telephone inquiries and complaints following standard operating procedures
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Addressed customers courteously using suitable methods and problem-solving skills
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Developed strong customer relationships and loyalty through effective communication
- Handled customer complaints and inquiries in a courteous and efficient manner
- Remained open to feedback from supervisor and peers to build and improve skills set
- Met daily customer service quotas with a focus on quality
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Logged details of customer service calls in computer system following correct protocols
- Answered incoming calls and helped troubleshoot POS equipment issues, printer issues, and internet/ phone issues
- Referred major hardware and software problems and defective products to vendors and technicians for service
- Entered commands into command prompt and observed system functioning to verify correct operations and detect errors
- Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support
TECH SUPPORT/ CONTRACTOR
INSIGHT GLOBAL/ CONTRACTOR
06.2021 - 11.2021
- Resolved open tickets for hardware or software issues around the school district and helped install new equipment such as printers, computers, and smart boards for the upcoming school year
MAINTENANCE TECHNICIAN 1
ST STEP 2 LIFE DAYCARE
06.2015 - 06.2021
- Defined problems, collected data, established facts and validated conclusions
- Oversaw daily performance of computer systems
- Entered commands and observed system functioning to verify correct operations and detect errors
- Installed and performed minor repairs to hardware, software and peripheral equipment, following design and installation specifications
- Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support
- Set up equipment for employee use, performed and ensured proper installation of cables, operating systems and appropriate software
- Oversaw daily performance of computer systems
- Defined problems, collected data, established facts and validated conclusions
- Assisted supervisor with preventive maintenance and special projects
- Maintained safe working environment utilizing personal protective equipment
- Managed parts, tools and drawings for facilitating safe and timely repairs
- Troubleshot electrical equipment using ladder logic and electrical schematics
- Completed plumbing repairs and replaced plumbing fixtures
- Repaired electrical work and installed light fixtures
- Conducted and completed interior painting projects, minor touch-ups and wall repairs
- Dismantled, repaired, or replaced devices using hand tools and power tools
- Addressed customers courteously using suitable methods and problem-solving skills
- Provided account information to customers and explained bill service policies and customer rights
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Utilized automated systems to log and retrieve call information
- Updated and maintained database with accurate customer information and timely data entry
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Responded to telephone inquiries and complaints following standard operating procedures
ELECTRONIC TECHNICIAN
UNITED STATES ARMY
08.2009 - 03.2015
- Calibrated and tested equipment and located circuit and component faults, using hand and power tools and measuring and testing instruments such as resistance meters and oscilloscopes
- Interpreted electronic circuit diagrams, function block diagrams, specifications, engineering drawings and service manuals
- Adjusted equipment and instruments to obtain optimum visual and auditory reception, according to specifications, manuals and drawings
- Instructed customers on safe and proper use of equipment
- Kept records of work orders and test and maintenance reports
- Troubleshot minor problems and reported larger technical issues
- Worked with coworkers to complete tasks
- Participated in ongoing training to enhance own job skills and knowledge
Education
HIGH SCHOOL DIPLOMA - BASIC STUDIES
HIGHTOWER HIGHSCHOOL
Missouri City, TX05.2004
COMPLETED COURSEWORK - INFORMATION TECHNOLOGY
MY COMPUTER CAREER
Houston, TXSkills
- Customer Support Needs Assessment
- Windows 10
- Hardware Upgrades
- Customer Service Expertise
- Component Replacements
- Software Diagnosis
- Troubleshooting and Assistance
- Desktop Support
- Configuring Devices
- Issue Troubleshooting
- Norton Antivirus Software
- Computer System Maintenance
- Hardware and Software Configuration
- Support Ticket System Management
- Complaint Resolution
- Call Center Operations
Certification
- Microsoft Technology Associate
- Linux
Timeline
CUSTOMER SERVICE REPRESENTATIVE/ CONTRACTOR
ELYSIAN CONSULTING LLC
02.2023 - Current
TECH SUPPORT/ HELPDESK / CUSTOMER SERVICE
MATTRESS FIRM
01.2022 - 09.2022
TECH SUPPORT/ CONTRACTOR
INSIGHT GLOBAL/ CONTRACTOR
06.2021 - 11.2021
MAINTENANCE TECHNICIAN 1
ST STEP 2 LIFE DAYCARE
06.2015 - 06.2021
ELECTRONIC TECHNICIAN
UNITED STATES ARMY
08.2009 - 03.2015
COMPLETED COURSEWORK - INFORMATION TECHNOLOGY
MY COMPUTER CAREER
HIGH SCHOOL DIPLOMA - BASIC STUDIES
HIGHTOWER HIGHSCHOOL
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