Kevin Birmingham

Accurately inputting data from various sources into computer systems or databases.

⦁ Ensuring data integrity and quality control by reviewing and verifying data for errors or discrepancies.

⦁ Update spreadsheets or database with new or revised information.

⦁ Following established procedures and protocols for data entry and information management.

⦁ Maintaining confidentiality and security of sensitive data at all times.

⦁ Adhering to deadlines and productivity targets to ensure timely completion of tasks.

• Accurately input data from various sources into computer systems or databases
• Ensuring data integrity and quality control by reviewing and verifying data for errors or discrepancies
• Creating and updating spreadsheets or databases with new or revised information
• Following established procedures and protocols for data entry and information management
• Maintaining confidentiality and security of sensitive data at all times
• Adhering to deadlines and productivity targets to ensure timely completion of tasks.

• Proficient in call center technologies and quality monitoring tools (e.g., AWS, Salesforce, Access)
• Strong analytical skills with the ability to interpret data and identify trends
• Excellent communication and interpersonal skills
• Detail-oriented with a focus on accuracy and quality assurance
• Ability to work independently and collaboratively in a fast-paced environment
• Knowledge of regulatory requirements and industry best practices in customer service and quality assurance
• Perform daily QA analysis of internal and external call center agents
• Assist with identifying agents not meeting QA standards and recommend necessary coaching
• Perform routine reporting and analysis of QA scores
• Provide recommendations for improvement to call flow, QA Guidelines, and training
• Attend and participate in weekly calibrations sessions.

• Evaluate recorded and live customer service interactions to assess agent performance, adherence to script, and compliance with company policies and procedures
• Performed Quality Audits of completed Quality Audits of Quality Assurance Analysts for two different companies that Facebook had contracts with: TASKUS and Accenture
• Followed and adhered to multiple Quality Assurance guidelines and call flows
• Utilize established quality metrics and scoring guidelines to objectively measure performance and provide actionable feedback to agents and team leaders
• Identify trends, patterns, and recurring issues in call center interactions, and collaborate with management to develop and implement targeted coaching and training programs
• Attend regular calibration sessions with other quality assurance team members to ensure consistency and reliability in evaluation standards
• Generate detailed reports and analysis on call center performance, including trends, key performance indicators (KPIs), and areas for improvement
• Participate in cross-functional meetings with training, operations, and management teams to discuss quality metrics, performance goals, and action plans for improvement
• Stay up-to-date on industry best practices, regulatory requirements, and emerging trends in customer service and quality assurance
• Worked at Facebook but for three different employment agencies during my time Facebook but it was always for the exact same job
• Pro Unlimited at Facebook 8/2020 - 1/2021
• Accenture Flex at Facebook 3/2020 -8/2020
• Nytect at Facebook 2/2019 -2/2020.

• Evaluate recorded and live customer service interactions to assess agent performance, adherence to script, and compliance with company policies and procedures
• Utilize established quality metrics and scoring guidelines to objectively measure performance and provide actionable feedback to agents and team leaders
• Identify trends, patterns, and recurring issues in call center interactions, and collaborate with management to develop and implement targeted coaching and training programs
• Attend regular calibration sessions with other quality assurance team members to ensure consistency and reliability in evaluation standards
• Generate detailed reports and analysis on call center performance, including trends, key performance indicators (KPIs), and areas for improvement
• Participate in cross-functional meetings with training, operations, and management teams to discuss quality metrics, performance goals, and action plans for improvement
• Stay up-to-date on industry best practices, regulatory requirements, and emerging trends in customer service and quality assurance.

• Remote accessed Home Depot employee computers to troubleshoot error messages
• Used Servicenow to troubleshoot error messages
• Trained and educated Home Depot Employees regarding why they were getting error messages and how to avoid them going forward.

• Engage with existing customers to understand their needs, concerns, and reasons for potential churn
• Build and maintain strong relationships with customers through proactive communication via phone, email, and other channels
• Identify opportunities to upsell or cross-sell additional products or services based on customers' needs and preferences
• Address customer complaints and resolve issues promptly and effectively to ensure high levels of satisfaction and loyalty
• Analyze customer data and behavior to identify at-risk accounts and develop targeted retention strategies
• Collaborate with sales, marketing, and product teams to develop retention campaigns and initiatives aimed at reducing churn and increasing customer lifetime value
• Conduct customer satisfaction surveys and gather feedback to continuously improve products, services, and customer experience
• Provide product demonstrations and educate customers on the features and benefits of additional offerings
• Document all customer interactions, feedback, and resolutions accurately and thoroughly in the CRM system
• Meet or exceed retention targets and key performance indicators (KPIs) set by the company
• Stay up-to-date on industry trends, competitor offerings, and best practices in customer retention and relationship management.

• Negotiated win-back offers for dissatisfied customers, resulting in successful contract renewals without compromising profitability margins.
• Utilized advanced problem-solving skills to address complex client concerns, demonstrating a thorough understanding of the company''s policies and procedures.
• Identified opportunities for account expansion or upselling during interactions with customers to boost revenue growth.
• Participated actively in team meetings by offering insights gained from day-to-day interactions with clients and proposing actionable steps towards continuous improvement.
• Achieved consistently high call quality scores due to an unwavering focus on professionalism and genuine concern for customers'' wellbeing.
• Implemented process improvements in response to feedback from clients, leading to higher satisfaction scores.
• Reduced customer churn through regular follow-up calls and personalized recommendations for products and services.
• Prevented potential cancellations through proactive outreach campaigns targeting high-risk accounts identified via data analysis tools.
• Assisted in the training of new Customer Retention Representatives, sharing best practices for effective communication and rapport building.
• Adhered to appropriate legal scripting when required.
• Delivered prompt service to prioritize customer needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Maintained up-to-date knowledge of product and service changes.
• Educated customers about billing, payment processing and support policies and procedures.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Trained new personnel regarding company operations, policies and services.
• Cross-trained and provided backup support for organizational leadership.
• Trained staff on operating procedures and company services.
• Investigated and resolved accounting, service and delivery concerns.
• Implemented and developed customer service training processes.