Kevin Everrett

• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions - exceeded company metrics of 40+ calls daily
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Answered incoming emergency calls and emails, providing accelerated customer support to afflicted drivers
• Handled 40+ emergency roadside service calls daily - exceeding company quota
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Supervised customer concerns, issues and requirements to fully resolve issues.

Offered Technical support for Apple consumers utilizing Apple devices.

• Collaborated with third-party retail technicians to diagnose and address customer complaints and issues with branded products.
• Created step-by-step guides for correcting common Apple malfunctions and issues, providing simple, repeatable support solutions.
• Worked remotely using company software, independently adhering to employer's scheduling and performance metrics.
• Resolved customer issues by explaining self-help techniques that resulted in minimal personnel involvement.
• Delegated hardware repair jobs, either dispatching Apple Support Agents to handle on-site labor or providing details for mail-in repair solutions.
• Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
• Maintained up-to-date case documentation for future reference.

• Developed and maintained strong relations with customers to meet quality expectations. Retaining 85% of customers on average looking to cancel service.
• Offered clear, concise technical advice related to the management and shipping of eCommerce orders. Including step-by-step integration tutorial.
• Walked customers through common printer hardware and software configurations to maximize service functionality.
• Assisted customer in understanding products, components and systems using technical demonstration.
• Worked with internal Tier 2 team to deliver accurate information to customers and service accounts.
• Created and implemented new troubleshooting processes in my immediate department, improving efficiency and customer satisfaction while reducing costs.

• Teamed with peers, technicians and pharmacists to prioritize and complete orders.
• Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
• Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
• Verified prescriptions and drug labels, documents and packages.
• Maintained pharmacological practices by checking drug inventory, stocking medications and monitoring supplies.
• Interpreted and processed medication orders under supervision of pharmacist.
• Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system.
• Inspected medication storage locations to monitor drug expiration dates and supply adequate inventory.
• Liaised with pharmacist to measure and prepare medication doses and packaging and label prescriptions.
• Answered telephones to respond to questions or requests.