Kevin Forte
Fayetteville,NC
Summary
I pride myself on being a high-energy professional with demonstrated leadership and interpersonal skills developed several years of experience. Knowledgeable in coaching, time management, adaptability, payment processing and security procedures. Well-organized, professional and respectful at all times. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
16
16
years of professional experience
Work History
Customer Retention Specialist
Progressive Insurance
Ohio, Cleveland
12.2022 - Current
- Generated reports on customer retention metrics such as churn rate, conversion rate.
- Developed strategies to increase customer loyalty and satisfaction.
- Maintained records of all customer interactions and transactions in CRM system.
- Conducted research on current industry trends and competitor insights related to customer retention.
- Collaborated with marketing team to develop effective communication plans for engaging current customers.
- Provided customer service support to retain customers and address any inquiries or complaints.
Claims Specialist
Allstate Insurance Co
Northbrook, IL
12.2019 - 12.2022
- Followed up with customers on unresolved issues.
- Conducted full claim investigations and reported updates and legal actions.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Collaborated with other departments within the organization to resolve issues related to claims processing.
Engineering and Infrastructure
City of Fayetteville
Fayetteville, NC
12.2017 - 12.2019
- Orchestrated tooling changeovers, setups and repairs to minimize downtime and improve productivity.
- Created professional, to-scale sketches to communicate and clarify special requirements.
- Facilitated construction by mapping out installations and establishing reference points, grades and elevations.
- Surveyed sites, collected measurements and assessed project conditions.
- Oversaw roadway milling, paving, drainage, utilities, traffic control and depth replacement.
Assistant Manager
Taco Bell
Fayetteville, NC
09.2017 - 12.2019
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Oversaw team development according to industry service standards to further customer loyalty.
- Supported sales management initiatives to optimize business development.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
Chemical, Biological, Radiological and Nuclear Specialist
U.S Army
Fort Bragg, NC
12.2009 - 12.2017
- Checked work areas to detect leaks and equipment malfunctions to promote safe operating conditions.
- Operated various machinery and equipment, including forklifts to perform chemical drumming operations.
- Adhered to all safety procedures and protocols when using equipment and moving hazardous chemicals to prevent mishaps and accidents.
- Tested product samples for specific gravity, chemical characteristics, pH levels, concentrations and viscosities.
- Investigated potential sources of radiation exposure and provided recommendations on how to reduce risks associated with them.
Phone Technicians
Metro
Fort Lauderdale, FL
12.2008 - 12.2009
- Removed damaged components, assessed faults and repaired or replaced with new parts.
- Checked cell phones for signs of fraud and compatibility with refurbishment.
- Performed complete phone erasures and factory resets, debugged problems and refurbished devices.
- Completed new OS installations on phones, tablets and laptops.
- Collaborated with developers and engineers to identify areas where improvements can be made within the telecommunications infrastructure.
Education
Bachelor of Science - Criminal Justice
Fayetteville State University
Fayetteville, NC03.2023
Associate of Science - Criminal Justice
Fayetteville Technical Community College
Fayetteville, NC01.2018
Associate of Applied Science - General Studies
Fayetteville Technical Community College
Fayetteville, NC01.2018
High school diploma -
Boyd H. Anderson High School
Lauderdale Lakes, FL06-2010
Skills
- Leadership
- Mentorship
- Management
- Knowledgeable
- Communicate effectively
- Patience and tolerance
- Reliable
- Leadership
- Route management
- People skills
- Requirements analysis
- Friendly, positive attitude
- Project planning
- Product and service knowledge
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Led team to achieve quarterly goals , earning recognition from upper management and financial reward.
- Promoted from manager to assistant manager, in less than 12-months
- Created highly effective new routine that significantly impacted efficiency and improved operations.
- Hosted five networking events that resulted in a 23% membership increase
- Tutored 47 soldiers in preparation for the standardized exam, earning the group an average score of 94%
- Taught 300plus soldiers on chemical, biological, radiological and nuclear (CBRN) Officer workshops
- Helped managers hit target utilization rates for 96% of junior staff members
- Recruited 26 new employees who've stayed with the company for over three years
- Improved the company's overall net promoter score 51%, along with the rest of the customer service team.
Skills
- Staff development
- Time Management
- Settlement Determinations
- Coverage Determination
- Call Control
Timeline
Customer Retention Specialist
Progressive Insurance
12.2022 - Current
Claims Specialist
Allstate Insurance Co
12.2019 - 12.2022
Engineering and Infrastructure
City of Fayetteville
12.2017 - 12.2019
Assistant Manager
Taco Bell
09.2017 - 12.2019
Chemical, Biological, Radiological and Nuclear Specialist
U.S Army
12.2009 - 12.2017
Phone Technicians
Metro
12.2008 - 12.2009
Bachelor of Science - Criminal Justice
Fayetteville State University
Associate of Science - Criminal Justice
Fayetteville Technical Community College
Associate of Applied Science - General Studies
Fayetteville Technical Community College
High school diploma -
Boyd H. Anderson High School
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