KEVIN C. BIGHAM
Fort Worth,TX
Summary
Experienced and versatile business leader seeking new opportunities to contribute to outstanding organizations. Results-oriented team player with strong business organization and management skills. Excels at innovative problem-solving and leading, developing, and encouraging others to perform their best work. Demonstrates excellent communication skills, proven ability to step into brand-new situations, assess organizational needs, and take decisive action.
Overview
36
36
years of professional experience
Work History
Call Center Customer Service Representative
MAP Communication Company
North Richland Hills, TX
10.2024 - Current
- Handled numerous daily calls with professionalism.
- Efficiently managed customer complaints and escalated significant problems as needed.
- 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.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Documented and detailed calls and complaints using call center's CRM database.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Business Owner & Lead Instructor
Kevin Bigham Piano Studios
Mansfield, TX
01.1989 - Current
- Business Management: Manage daily operations, sales, marketing, record-keeping, billing, and taxes
- Training: Teach 35 to 40 students - age 5 to adult - in music fundamentals, technical facility, theory, and piano performance
- Develop curriculum plans based on individual ability level and each student's preferred learning style
- Sales / Marketing: Designed / built / maintain website including metadata, copywriting, SEO keyword research, internal links, and interactive Blog
- Create / manage marketing campaigns - including an active YouTube Channel
Prepress Operator
4over Trade Printing Company
Arlington, TX
01.2022 - 01.2024
- Key Role: Produce plates using digital and conventional plate-making equipment
- Operations: Interprets docket specifications including layout/imposition, press schedules and flat tag
- Analyzes and organizes proofs and floats
- Selects plate size and type, master and punch plate
- Operates contact frame and plater processor Organizes proofs and plates; routes plates; organizes and routes flats as instructed
- Records work performed and plate usage and updates job tracking and press schedule
- Quality Assurance: Compares plate to proof and imposition
- Tests and calibrates exposures
- Inspects plate quality
- Assists pressroom in identifying problems and maintains all equipment
Music Minister
Calvary Chapel Fort Worth
Fort Worth, TX
01.2015 - 11.2018
- Leadership / Administration: Manage all musical activities and departmental operations for 1000-member church
- Developing and training worship teams continually striving to grow the talents of the servant leaders with in the music department
- Leading 2 choral and instrumental ensemble rehearsals weekly
- Interact with church leaders to make appropriate musical selections and develop seasonal worship programs
- Create new arrangements and orchestrations for musical ensembles
- Media: Developing a working relationship with the media department to ensure that songs, words and lighting are all working together to provide the best possible setting for the worship services
- Financial Management: Submit purchase order requisitions for sheet music, equipment, music orchestration services, and instrumental musician rehearsal/performance fees
- Highlight: Maintain strong membership levels by providing: 1) High level of musical performance, 2) Streamlined rehearsal procedures, 3) Organized charting systems and implementing the use or Planning Center Online to streamline scheduling procedures
Music Minister / Worship Leader
Calvary Cathedral
Fort Worth, TX
01.1991 - 01.2015
- Leadership / Administration: Manage all musical activities and departmental operations for 2000-member church
- Serve as choral director and administrator for 70-voice adult choir and 35-voice youth choir
- Conduct 2 to 3 choral and instrumental ensemble rehearsals weekly
- Interact with church leaders to make appropriate musical selections and develop seasonal worship programs
- Create new arrangements and orchestrations for musical ensembles
- Financial Management: Submit purchase order requisitions for sheet music, equipment (e.g
- Music stands, lighting, amplification / recording, etc.), music orchestration services, and instrumental musician rehearsal/performance fees
- Highlight: Maintain strong membership levels by providing: 1) High level of musical performance, 2) Streamlined rehearsal procedures, 3) Organized charting systems, and 4) Effective recruiting activities within the community
Insurance Processor
Medical Clinics of North Texas (MCNT)
Fort Worth, TX
01.1998 - 01.2000
- Key Role: Called 25 to 30 patients daily to ensure the accuracy of patient's insurance plan information and benefits coverage limits
- Additional Responsibilities: Provided mediation services between patients and providers e.g., Aetna, BCBX, United Healthcare, and Medicare)
- Highlight: Increased claims payment timeliness by approximately 20% during the course of my tenure
Education
Bachelor of Science Degree - Business Administration
Oral Roberts University
Tulsa, OKSkills
- Microsoft products
- Planning Center Online
- Pro Presenter
- Finale
- Pro Tools
Timeline
Call Center Customer Service Representative
MAP Communication Company
10.2024 - Current
Prepress Operator
4over Trade Printing Company
01.2022 - 01.2024
Music Minister
Calvary Chapel Fort Worth
01.2015 - 11.2018
Insurance Processor
Medical Clinics of North Texas (MCNT)
01.1998 - 01.2000
Music Minister / Worship Leader
Calvary Cathedral
01.1991 - 01.2015
Business Owner & Lead Instructor
Kevin Bigham Piano Studios
01.1989 - Current
Bachelor of Science Degree - Business Administration
Oral Roberts University