Kevin Ford
Newark,DE
Summary
Dynamic person with a proven track record in customer service and technical troubleshooting. Enhanced customer satisfaction through effective complaint resolution and optimized workflows, leading to improved retention. Skilled in documentation and relationship building, I excel in delivering personalized support solutions that foster trust and loyalty.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
22
22
years of professional experience
Work History
Route Support Specialist
Nixon Medical
04.2023 - 03.2025
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Improved customer retention with empathetic and efficient handling of support cases.
- Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
Letter Carrier
USPS
07.2020 - 08.2023
- Managed time effectively to complete all scheduled deliveries within expected time frames, ensuring consistent service levels for customers.
- Supported colleagues during peak periods or absences by covering additional routes or assisting with sorting duties as necessary.
- Enhanced customer satisfaction through timely delivery of parcels, letters, and packages to residential and commercial addresses.
- Improved mail delivery efficiency by accurately sorting and organizing mail according to designated routes.
- Strengthened community ties through consistent, friendly interactions with customers along assigned routes, fostering trust and positive relationships between the postal service and its patrons.
- Managed vehicle upkeep for mail deliveries.
Assistant Store Manager
Kentucky Fried Chicken
05.2003 - 01.2022
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Assisted in recruiting, hiring and training of team members.
Assistant Manager
HMSHost
02.2010 - 07.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Oversaw daily operations to maintain store cleanliness and organization.
- Implemented staff training programs to elevate service standards and knowledge.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
Dental Assistant Certificate - Dental Assistant
Harris School of Buisness
Wilmingto De05-2016
Associate - IT Network Security
Chubb Institute
Springfield Pa05-2003
High School Diploma -
Overbrook High
Philadelphia, PA06-1995
Skills
- Customer service
- Remote support
- Support services
- Customer relationship management
- Training and coaching
- Recordkeeping skills
- Technical troubleshooting
- Technical assistance
- Escalation handling
- Call management
- Helpdesk operations
- Relationship building
- Data entry
- Documentation and reporting
- IT ticket documentation
- Help desk support
- Customer service expert
- Equipment Repair
- Computer diagnostics
Timeline
Route Support Specialist
Nixon Medical
04.2023 - 03.2025
Letter Carrier
USPS
07.2020 - 08.2023
Assistant Manager
HMSHost
02.2010 - 07.2020
Assistant Store Manager
Kentucky Fried Chicken
05.2003 - 01.2022
Dental Assistant Certificate - Dental Assistant
Harris School of Buisness
Associate - IT Network Security
Chubb Institute
High School Diploma -
Overbrook High
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