Kevin Casper
Tulsa,OK
Summary
Customer Service Skill Set: Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers Problem Solving Skill set: Effective team communication Efficient planning Analytical skills Patience Active listening Authorized to work in the US for any employer
Experienced with managing customer interactions and providing effective solutions. Utilizes communication and problem-solving skills to address customer concerns promptly. Knowledge of fostering positive customer relationships and maintaining high service standards.
Overview
15
15
years of professional experience
Work History
Call Center Customer Service Representative
Infocision
03.2022 - 01.2025
- Place phone calls to current customers to determine their satisfaction as well as receive customer suggestions
- Call potential customers to describe services offered
- Draft emails that can be sent to potential customers educating them on the company and what they offer
- Explain to customers how the company can help them not just sell to them
- Follow-up with customer leads or previous customers
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Social Media Manager
Murphy Nasica
09.2020 - 03.2022
- Company Overview: Remote
- Responsible for overseeing a campaign's interactions with the public by implementing social media platforms' content strategies
- My duties included analyzing engagement data, identifying trends in customer interactions and planning digital campaigns to build community online
- Remote
- Managed multiple social media platforms, ensuring a consistent brand voice and message.
- Boosted engagement rates with the creation of compelling and visually appealing content.
- Optimized posting schedules based on platform-specific analytics to maximize content visibility.
- Monitored social media trends and emerging platforms, adopting new strategies to stay ahead of the competition.
- Analyzed performance metrics to identify areas for improvement and optimize social media campaigns.
- Implemented content calendar to ensure timely and organized posting across all channels.
- Analyzed competitor social media activities to identify opportunities for brand differentiation.
- Curated diverse range of content, from informative blog posts to engaging videos, to cater to different audience preferences.
Manager
Dominos Pizza
04.2019 - 09.2020
- Hired as a Manager in Training for the purpose of managing the new store opening in Parsons, Ks
- Opened the new store, hired all the employees and trained all the new employees
- Once we were trained, we opened the store
- Managed a very successful opening and also maintained a customer service rating of 5.0 the first 6 months we were open
- That caught the attention of the home office and we were awarded a new award that was created to honor our 5.0 through the first 6 months
- Something deemed very hard to achieve
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Agent
Corner Post Insurance
11.2014 - 03.2019
- Owners bought an Insurance agency in Parsons from a retiring agent
- They hired me to run the New Property and Casualty and Life Insurance office
- Their specialty was crop insurance
- They needed me to help those customers with P&C needs
- Also, serviced the current customers from the existing agency
- Worked very hard on ensuring their easy and comfortable transition to the new Company
- I take pride in the customer service skill set I learned while working here
- Learning to work with customers that have had the same Agent for 30 years really challenged me and required me to expand my skill set even further than it was
- Loved working with the customers and grew to really appreciate them
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Oversaw compliance with regulatory requirements, maintaining company's reputation.
Owner
PC911
02.2010 - 08.2014
- I would disassemble and reassemble computers using various types of hand tools
- I would help in producing test procedures for different types of products
- Also responsible for installing and configuring operating system software and upgrades
- I would also have to repair IT peripherals and equipment, such as printers, mobile devices, scanners, etc
- Would have to reinstall operating systems when hard disks break down
- Also carry out performance tests according to requirements, prepare test reports of products when needed, remove viruses, and troubleshoot malware, adware, spyware, etc
- I also would adjust computer hardware components to ensure better performance and diagnose network connectivity problems
- I started doing what was called freelance computer repair
- Those responsibilities also involve replacing screens on computers, installing and configuring software programs, and assembling desktop and laptop computers, besides mobile devices and Macs
- Accurately document the orders, as I believe strongly in documenting not only the sales but also the repairs for future contact with customers
- Best skill set for this job was the knack for learning new technologies without much guidance
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Established foundational processes for business operations.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Education
Some College (No Degree) - Broadcast/Journalism, Business Management
Carl Albert State College
Poteau, OKSkills
- Customer Engagement Upselling
- Effective Communication
- Customer retention
- Sales
- Customer service
- Data entry
- Negotiation
- Customer Support Expertise
- Strong Technical Computer Skills
- Microsoft Office
- Customer relationship management
- Leadership
- Relevant Licenses
Additional Information
- Insurance Producer License Property & Casualty License
Timeline
Call Center Customer Service Representative
Infocision
03.2022 - 01.2025
Social Media Manager
Murphy Nasica
09.2020 - 03.2022
Manager
Dominos Pizza
04.2019 - 09.2020
Agent
Corner Post Insurance
11.2014 - 03.2019
Owner
PC911
02.2010 - 08.2014
Some College (No Degree) - Broadcast/Journalism, Business Management
Carl Albert State College
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