Kent Washington JR
San Antonio,TX
Summary
Accomplished professional with a heart-first leadership style, prioritizing empathy, authenticity, and humanity. Proven track record in building stronger relationships and fostering purpose-driven organizations.
Overview
7
7
years of professional experience
Work History
Sales Activation
Spectrum
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
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
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, TX06.2009
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)
- received the 100% club award for the months of August-November 2024
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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