Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic
Kenneth B. Torres

Kenneth B. Torres

Kissimmee,FL

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Supervisor

Spectrum
08.2020 - Current
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Achieved results by working with staff to meet established targets.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Boosted team performance by developing customer service training materials and conducting service training.

Sales and Retention Representative

Spectrum
02.2020 - 08.2020
  • Developed new strategies for customer retention activities.
  • Adhered to appropriate legal scripting when required.
  • Developed product demonstrations and presentations for customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Identified changing customer needs and adapted service strategies to meet them.
  • Evaluated current customer retention strategies and recommended improvements.

Customer Service Representative

Spectrum
07.2017 - 02.2020
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Customer Service Associate

Comcast
05.2014 - 04.2016
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Informed customers about special promotions and provided detailed information for various products.
  • Provided product and service recommendations to guide customers on products to meet varying needs.
  • Handled billing and payment issues following guidelines, resolving disputes properly.
  • Solved problems with products and services by providing customers with technical support.
  • Utilized internal software and tools to meet customer needs and resolved issues promptly.
  • Provided customer feedback to management and identified areas of improvement for products and services.
  • Increased revenue by cross-selling and upselling products and services.
  • Developed and actualized customer service initiatives to decrease wait times.

Education

Associates Degree - undefined

Keiser University

Skills

  • Aspect
  • Workforce Management
  • Real-Time Adherence
  • Kronos
  • CRM
  • ICOMS
  • CSG-ACSR
  • Microsoft Office
  • Social Media Ads
  • Excellent organizational/prioritization skills
  • Remote Work
  • 40WPS
  • Strategic Direction
  • Performance Tracking and Evaluations
  • Training and Development
  • Supervising Employees
  • Organizational Performance
  • Team Coordination
  • Research
  • Job Assignments
  • Daily Transactions Review
  • Performance Motivation
  • Resolving Complaints
  • Recruitment and Hiring
  • Schedule Management
  • System Optimization
  • Schedule Oversight
  • Verbal and Written Communication
  • Leadership
  • Business Administration
  • Presentation Creation and Delivery
  • Key Performance Indicators (KPIs)
  • Payroll Preparation
  • PowerPoint Presentations
  • Department Organization
  • Remote Team Management
  • Quality Assurance
  • Public Speaking
  • Complex Problem-Solving
  • Mentoring
  • Data Collection
  • Player Engagement
  • Processes and Procedures
  • Escrow Management
  • Meeting Arrangements
  • Open House Preparation
  • Closing Sales
  • Financial Planning
  • MLS Updating
  • Leasing and Sales

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Certification

  • Real Estate License
  • Bartender License

Languages

Spanish
Native or Bilingual

Timeline

Supervisor

Spectrum
08.2020 - Current

Sales and Retention Representative

Spectrum
02.2020 - 08.2020

Customer Service Representative

Spectrum
07.2017 - 02.2020

Customer Service Associate

Comcast
05.2014 - 04.2016

Associates Degree - undefined

Keiser University

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Kenneth B. Torres