Summary
Overview
Work History
Education
Skills
Timeline
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Kevin Da Rocha

Newark,DE

Summary

Talented with remarkable team leadership abilities and the capacity to learn quickly. I'm driven and determined to excel in whatever I set my mind to. I can develop a great career anywhere with my strategic approach to challenges and quick thinking, planning, and organizing skills. My background in security monitoring has given me rapid insights to execute brilliantly, as well as ideas to ensure success and the best team performance.

Overview

7
7
years of professional experience

Work History

Associate

ADT Security
11.2022 - Current
  • Answered and responded to phone inquiries and radio communications relating to building security and emergency or crisis situations.
  • Managed over an average of 50 calls per hour.
  • Questioned callers to determine locations and nature of problems to determine the type of response needed.
  • Balanced workload effectively due to strong organizational skills, enabling consistent monitoring of multiple sites simultaneously.
  • Used software to document information and maintain forms, logs, and records for emergency calls.
  • Troubleshoot technical issues related to alarm equipment, resolving problems quickly while minimizing downtime.
  • Placed the necessary outgoing calls to verify alarms, dispatch the proper authorities, and notify the proper parties.
  • Kept accurate records of all alarm activations, allowing for detailed analysis and follow-up investigations when necessary.
  • Provided verbal assistance to customers to resolve issues regarding basic system operation and maintenance.
  • Maintained strict confidentiality by obtaining passwords and following security procedures to protect customer and dealer information.
  • Scanned status charts and computer screens to determine emergency units available for dispatch.
  • Secured personal and company goods against robbery, vandalism, and illegal entry.

Customer Service Supervisor

ABS School Of Real Estate Mortgage & Insurance
03.2021 - 04.2022
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Sustained a high volume of calls each day.
  • Took payment details as well as other necessary details, like addresses and phone numbers, to place the orders.
  • Resolved frustrations about products or services to increase sales and help retain customers.
  • Answered constant flow of customer calls with minimal to no wait times.
  • Reviewed and updated database data as well as client correspondence files to maintain accurate records.
  • Completed data entry tasks with accuracy and efficiency.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.

Marketing Supervisor

Rite Choice Realty
09.2017 - 04.2022
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Boosted brand awareness by developing and implementing strategic marketing campaigns.
  • Increased lead generation through targeted email marketing and social media advertising.
  • Coordinated papers, distributed planning and creative materials, and managed employee workflow.
  • Developed creative approaches to meet marketing goals and increase long-term profitability.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls on time to avoid on-hold wait times.
  • Completed a range of tasks within the allotted time.
  • maximized performance by supervising daily operations and providing team members with guidance.
  • Achieved a high satisfaction rating through proactive one-call resolutions of customer issues.
  • Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.

Education

High School Diploma -

Ged Testing
Melbourne, FL
10.2022

Skills

  • Microsoft Office
  • Calm and Professional Under Pressure
  • Leadership and People Development
  • Strategic Planning
  • Preparing reports
  • Sales Techniques
  • Relationship Building
  • Call Coordination
  • Emergency Call Routing
  • Product Knowledge
  • Stress management
  • Data entry proficiency
  • Situational awareness
  • Workplace Safety
  • Data Entry
  • Handling Escalations

Timeline

Associate

ADT Security
11.2022 - Current

Customer Service Supervisor

ABS School Of Real Estate Mortgage & Insurance
03.2021 - 04.2022

Marketing Supervisor

Rite Choice Realty
09.2017 - 04.2022

High School Diploma -

Ged Testing

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Kevin Da Rocha