Kevin Hall
Pueblo,CO
Summary
Driven by a results-focused approach, I leveraged my expertise in customer service at T-Mobile to enhance customer satisfaction and drive positive brand experiences. Known for exceptional social media engagement and problem-solving skills, I consistently exceeded service standards, fostering strong client relationships and contributing to significant customer loyalty and retention.
Overview
15
15
years of professional experience
Work History
Social Media Customer Service
T-Mobile
06.2021 - Current
- Being laser focused on National Promoter Score, and striving to be the best in the wireless industry.
- Delivered exceptional customer service while focusing on rebuilding customer relationships, and providing a positive brand experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Offer assistance to customers to help with account and service issues, as well as propose new products and service offered by T-Mobile.
- Collaborated with customers to guarantee they received best possible customer service via Twitter, Facebook, and Instagram.
- Helped customers navigate choices between services with support for questions such as terms, pricing, and availability.
- Participated in training and development to stay updated with company policies and procedures and improve customer service skills.
- Relied on to be an independent remote worker, to be efficient, all while improving my performance and driving customer satisfaction.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Representative (Employee Care)
T-Mobile
08.2018 - 06.2021
- Responded to employee customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time average of under 200 seconds, thus driving productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Retail Support Specialist
T-Mobile
03.2013 - 08.2018
- Assisted T-Mobile store representatives, with prompt and polite support via telephone.
- Being relied on to know every possible policy, and process at T-Mobile, to assist store representatives with making sales, fixing customer issues, and overall satisfaction.
- Built customer loyalty and retention by delivering excellent experiences.
Sales Manager
Ace Industrial Supply Inc.
04.2009 - 02.2013
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Prepared sales presentations for clients showing success and credibility of products.
- Managed accounts to retain existing relationships and grow share of business.
- Customer retention.
Education
High School Diploma -
Windham Technical High School
Willimantic, CT06.2002
Skills
- Customer service understanding
- Customer order fulfillment
- Social Media Posts
- Customer service expert
- Social media understanding
- Social media expert
- Salesforce
- Sharepoint
- MIcrosoft office
- Excel
Timeline
Social Media Customer Service
T-Mobile
06.2021 - Current
Customer Service Representative (Employee Care)
T-Mobile
08.2018 - 06.2021
Retail Support Specialist
T-Mobile
03.2013 - 08.2018
Sales Manager
Ace Industrial Supply Inc.
04.2009 - 02.2013
High School Diploma -
Windham Technical High School
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