Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Languages
Affiliations
References
Timeline
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Kevin Adrian

Homestead,PA

Summary

Dependable Customer Support technician with 20 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions. Personable and dedicated Customer Service Representative with extensive experience in Healthcare industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

16
16
years of professional experience

Work History

Technical Support Representative

ZOLL
Pittsburgh, PA
02.2022 - 01.2024
  • Provided training and guidance to junior staff members as needed.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
  • Assisted customers with their LifeVest cardiac device, explaining how to troubleshoot and correcting their issues.
  • Did ECG strips for Patients, doctors and Hospitals, reading and evaluating the strips.
  • Sent field Technicians when necessary to resolve issues.
  • Followed all HIPPA guidelines and regulations.
  • Had to hit all KPI goals.

Customer Service Representative

RandstadUSA: Vanguard
Pittsburgh, PA
02.2021 - 02.2022
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Patient Service Representative

Cigna
Pittsburgh , PA
02.2020 - 02.2021
  • Initiated application processes to add patients to assistance programs at bedside and followed through until completion.
  • Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
  • Organized timely and accurate referrals to help patients obtain health care services and access available resources.
  • Screened patients for eligibility for state, local and federal assistance programs.
  • Answered incoming calls in a professional manner.
  • Provided support with various tasks such as scheduling tests, ordering supplies.
  • Adhered to HIPAA regulations when handling confidential patient information.
  • Stayed current on community-based resources and services useful to patients.
  • Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
  • Provided helpful assistance by anticipating and responding to needs of patients and family members.

Operations Manager

Alorica
Greentree, PA
05.2018 - Current
  • Oversee 2 Contracts, making sure all metrics met
  • 110 Agents and 4 Team Managers
  • Oversee performance and development of Operations team
  • Help with developing performance plans of agents
  • Achieved and exceeded all KPI's since arriving on site
  • Coach management team weekly to help them maximize their performance
  • Responsible for reporting weekly, monthly performance
  • Flash reports for projected financials due every month.

Team Manager

Alorica
Topeka, KS
04.2015 - Current
  • Prepare site for new contract with a top 5 Fortune 500 Company
  • Completed the project in 2 weeks for 300 new employees
  • Successfully developed 3 Advisors into TM roles and 2 into trainer roles
  • Achieved scores above goal for 7 months consecutively
  • Correct outlier behaviors by developing performance plans to get outliers into compliance
  • Coached, developed and mentored through weekly one on ones.

Senior Team Manager

Alorica
Manhattan, KS
10.2007 - 07.2009
  • Successfully increased teams scores by over 20%
  • Mentor managers by developed success plan which increased manager output by 10%
  • Develop Performance plans for outliers which increased performance by 12%
  • Daily responsibilities, oversaw up to 75 Advisors and 4 team managers
  • Ran team of outliers to help them meet goals.

Education

Study Programme - IT Computer Repair

Alan County Community College
Burlingame, KS
05-2015

Associates, CCENTand A+ Program -

Allen County Community College - Burlingame KS.
01.2014

U.S. Army -

10.1983

High School Diploma -

Colby College
Colby, KS
02-1979

Skills

  • Development
  • Performance Plans
  • Team Building
  • Communication
  • Adaptability
  • IOS Tier 1
  • MacOS Tier 1
  • Technical Support
  • Information Protection
  • Data Recovery
  • User Support
  • Performance Testing
  • Hardware Diagnostics
  • Application Support
  • Customer Service
  • Antivirus Software
  • Microsoft Certified Solutions Master (MCSM): [Name of Microsoft Technology]
  • LAN/WAN
  • Application Installations
  • Customer Success Management
  • Technical Troubleshooting
  • Account Updating
  • Account Management
  • Call Center Operations
  • Complaint Resolution
  • Appointment Scheduling
  • Hardware Upgrades
  • Issue Troubleshooting
  • Microsoft Outlook

Accomplishments

Manager Development Package, 07/2008, 01/2009, Built a manager development plan for new managers.

Languages

  • English
  • Hebrew

Affiliations

  • I write music and poetry in my spare time.
  • I am a well rounded cook, from italian, to Mexican, to Asian cuisine.

References

References available upon request.

Timeline

Technical Support Representative

ZOLL
02.2022 - 01.2024

Customer Service Representative

RandstadUSA: Vanguard
02.2021 - 02.2022

Patient Service Representative

Cigna
02.2020 - 02.2021

Operations Manager

Alorica
05.2018 - Current

Team Manager

Alorica
04.2015 - Current

Senior Team Manager

Alorica
10.2007 - 07.2009

Study Programme - IT Computer Repair

Alan County Community College

Associates, CCENTand A+ Program -

Allen County Community College - Burlingame KS.

U.S. Army -

High School Diploma -

Colby College

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