Kevin Hamilton
Miami,FL
Summary
To obtain a management position that utilizes my superior communication and analytical skills to improve company operations.
Overview
25
25
years of professional experience
Work History
Lead Customer Service Representative
Carstar
Miramar, Florida
2021.02 - 2026.09
- Supervised daily operations of the customer service team at collision repair facility.
- Trained new representatives on company policies and customer interaction techniques.
- Resolved complex customer inquiries and escalated issues to management.
- Coordinated communication between clients and technicians for repair updates.
- Monitored service quality to ensure adherence to company standards and client satisfaction.
- Implemented process improvements to streamline customer service workflows effectively.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Performed root cause analysis on recurring customer service problems.
- Monitored team performance and provided feedback for improvement.
- Provided guidance and support to customer service representatives.
- Identified opportunities to enhance customer satisfaction through process improvements.
- Tracked customer issues and worked closely with relevant teams to resolve them quickly.
- Analyzed customer feedback surveys and implemented changes accordingly.
- Provided assistance with the implementation of new customer service technologies.
- Oversaw daily operations of the calls including scheduling shifts, assigning tasks.
Merchandise Supervisor / Operations Manager
LBU
Fort Lauderdale, FL
2013.08 - 2020.04
- Managed financial operations and drove sales to achieve store goals
- Executed merchandising plans (Planograms) to maintain a clean, organized store environment
- Monitored payroll and performance of sales associates
- Ensured accurate tracking of inventory levels for all shipped and received stock for shipped and received stock
- Monitored payroll and assessed performance of sales associates to ensure compliance with policies
- Conducted employee orientations and development programs
Sales Manager
Sports Authority
Aventura, FL
2010.10 - 2013.08
- Led sales team and store operations, driving sales and customer service excellence
- Set sales goals and strategies to align team efforts and drive performance
- Improved customer satisfaction and key sales metrics
- Contributed to store achieving top district rankings in ECPs and loyalty percentage through focused initiatives
- Recruited, trained, coached, and evaluated staff
- Analyzed reports to identify growth opportunities and formulate targeted action plans
- Implemented corporate initiatives efficiently
- Oversaw cash handling procedures at the store and security protocols
- Conducted regular meetings with staff members to review goals and objectives for the quarter and year.
Customer Service Manager
Toys"R"Us
Miami, Florida
2001.09 - 2010.10
- Led customer service team to improve product knowledge and elevate service quality.
- Created training programs for staff that enhanced customer interactions and boosted satisfaction.
- Resolved complex customer issues by collaborating with various departments effectively.
- Provided exceptional customer service to ensure customer satisfaction.
- Utilized communication skills to resolve product and consumer complaints effectively.
- Coordinated with inventory teams to ensure product availability during peak seasons.
- Managed opening and closing procedures for the building to ensure security and readiness for operations.
Education
North Miami Beach Senior High
North Miami Beach, FLSkills
- Customer service excellence
- Communication leadership
- Staff development
- Process improvement
- Sales execution
- Inventory management and control
- Financial reporting
- Problem solving
- Customer service
- Team supervision
Timeline
Lead Customer Service Representative
Carstar
2021.02 - 2026.09
Merchandise Supervisor / Operations Manager
LBU
2013.08 - 2020.04
Sales Manager
Sports Authority
2010.10 - 2013.08
Customer Service Manager
Toys"R"Us
2001.09 - 2010.10
North Miami Beach Senior High