KERVIN TOUSSAINT

Work History

Conduent Business Solutions

05.2021 - 04.2023

Handled day-to-day customer contact via phones, faxes, and emails.
Resolved escalated customer service inquiries and complaints to maintain satisfaction.
Coached and mentored service representatives to deliver polite, professional customer interactions.
Built positive rapport and relationships for high levels of customer satisfaction.
Measured and improved customer satisfaction through feedback surveys and analysis.
Onboarded and trained customer representatives to meet performance and service goals.

Keystaff

02.2021 - 03.2021

Handle incoming and outgoing calls for New York Department of Motor Vehicles
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.
Updated account information to maintain customer records.
Set up appointments, check status of submitted mail request, address change, assist callers on website maneuvering
Computers, Microsoft Office, Windows and Internet

Claude Fisheries

12.1991 - 09.2020

Appropriately planning all fishing operations by identifying the best fishing grounds, assessing weather and sea conditions, and estimating the duration of each fishing trip
Utilizing fish-finding equipment to locate fish and other aquatic animals
Positioning nets, fishing lines, traps, and dredges to catch fish, crustaceans, and other aquatic animals
Cleaning the caught fish and sorting them
Diving
Ensuring that all hoisting machinery is in good working order
Performing basic cleaning duties on board the vessel as needed
Sell fish
Process sales transactions
Calculate the cost of products or services
Accept payments
Calculate and return change when required by the payment method
Answer customer questions about products or services

Clear Harbor

07.2016 - 08.2020

Providing introductory information to new customers
Handle inbound and outbound calls for multiple clients - Health insurance, Credit cards, Catalog orders,
As seen on TV items, Sales, Surveys
Ensuring that customers are satisfied with products or services
Following up with clients or customers to check that they’re still satisfied with any purchases
Letting customers or clients know about additional products or services
Determining the quickest, most effective ways to answer a client’s or customer’s questions
Escalating queries and concerns
Troubleshooting common issues with a product or service
Working with a team of CSRs and other departments to find appropriate solutions

CCL

04.2011 - 07.2016

Coordinating daily tasks according to priorities and plans, making changes when necessary due to weather, supply, delivery and personnel
Delegating individual responsibilities and projects to crew members and contractors
Recruiting, hiring, training, managing and mentoring employees and contractors
Providing adequate resources and staffing to meet project schedules, laws, regulations, best practices and safety needs
Emphasizing safe use of tools, machinery and equipment while providing training on safety gear, helmets and procedures
Developing and managing project budgets and quality standards for all sites
Resolving conflicts or miscommunications quickly and amicably
Regularly reporting project status to supervisors, site engineers and other officials
Inspected completed work to verify quality standards and compliance with criteria.
Trained new employees to learn new systems, apply best practices and comply with protocols and regulations.