Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Kent Washington JR

San Antonio,TX

Summary

Experienced professional with a Heart First leadership style emphasizing empathy, authenticity, and humanity. Proven track record of building stronger relationships and driving purpose-driven organizations.

Overview

7
7
years of professional experience

Work History

Sales Activation

Spectrum
San Antonio, TX
04.2024 - Current
  • Provided accurate information about products, prices and services.
  • Built relationships with customers to encourage repeat business.
  • Engaged customers in conversation using strong verbal skills to effectively determine customer needs.
  • Supported team chat for assisting peers with job duties

Video Repair

Spectrum
San Antonio, TX
10.2020 - 04.2024
  • Resolves service requests by individually troubleshooting and addressing user issues.
  • Maintained composure, applied de-escalation techniques, and provided positive customer support in challenging situations.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Assessed team member performances by delivering one-on-one coaching to promote better service.
  • Monitored phone calls to provide feedback and coaching.
  • Mentored newly hired employees on our tools to resolve customer issues.
  • Trained staff to provide excellent customer service to challenging customers.
  • Offered one-on-one support for team members to drive continuous improvement.
  • Identified performance indicators and directed team on enhancing procedures to enhance outcomes.

Call Center Customer Service Representative

Alorica
Converse, TX
01.2018 - 08.2020
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

Education

High School Diploma -

Roosevelt High School
San Antonio, TX
06.2009

Skills

  • Relationship and Team Building
  • Coaching, Mentoring, Training, and Development
  • Leading Team Meetings
  • Motivational Leadership
  • Customer Service
  • Positive and friendly personality
  • Creative Problem Solving
  • Experience in Leadership
  • Trained new employees

Accomplishments

  • Promoted from Rep 1 to Rep 2 , in less than 12-months. (video repair)
  • Subject Matter Expert (video repair)
  • Spectrum Gold winner (2022)
  • Progress partner(March-August 2023)
  • Started off with an exceeds expectations in scorecard since being in production (Sales activation)

Timeline

Sales Activation

Spectrum
04.2024 - Current

Video Repair

Spectrum
10.2020 - 04.2024

Call Center Customer Service Representative

Alorica
01.2018 - 08.2020

High School Diploma -

Roosevelt High School

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Kent Washington JR