KEVIN HORN
Peoria,AZ
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Ideal Insurance Agency
05.2022 - 12.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided exceptional customer service by addressing client inquiries and resolving issues promptly.
- Assisted clients in selecting appropriate insurance policies tailored to their needs.
- Maintained detailed records of customer interactions and transactions.
- Managed approximately 20-30 incoming calls and emails per day from clients and prospective customers.
- Utilized extensive knowledge of insurance products to educate clients and ensure their understanding.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Insurance Agent
Wishwell Insurance Brokers
03.2021 - 04.2022
- Wrote $250,000 in new business premium during the first year with Wishwell.
- Top producer in the agency responsible for 75% of new business brought in during the companies first year.
- Built solid relationships through active listening, outstanding customer service, and education to find clients the best fit for their needs.
- Created sources for continuous client referrals within community and with businesses using extensive networking skills.
- Responded to customer calls swiftly to resolve issues and answer questions.
Training Server/Shift Supervisor
Red Robin
07.2017 - 09.2021
- Promoted to training server and shift supervisor role to assist with conflict resolution with guests or staff.
- Consistently served a high volume of guests during peak times while providing quality service along with memorable experiences.
- Always in the top rating for guest satisfaction surveys.
Insurance Agent
Colorado Insurance
10.2018 - 03.2021
Insurance Agent
Desert Breeze Insurance
07.2017 - 10.2018
Service Assistant
Tesla
03.2015 - 06.2017
- Washed and detailed vehicles to standard required by Tesla before returning them to our customer.
Golf Course Groundskeeper
Eagle Mountain Country Club
04.2014 - 02.2015
- Maintained our golf course grass by following set design pattern for each day along with performing repairs and cutting new hole locations.
Order Selector
US Foods
04.2013 - 01.2014
- Worked in a warehouse selecting orders in a timely manner that were neatly stacked on two separate pallets.
- Certified on a double pallet jack.
Order picker/Dock worker
Amazon.com
01.2011 - 04.2013
- Pulled a high volume of orders every hour using a handheld RF Scanner and sent to the packing department.
- Worked on our loading dock loading packages of various sizes and weight onto truck trailers. Trained as a dock supervisor.
Police Officer
City of Avondale
06.2007 - 11.2009
- Ability to make split second decisions under stressful situations and remain calm while resolving various situations.
- Investigated crimes, routinely patrolled my assigned area, and wrote very detailed reports as required.
- Maintained accurate case records and documentation, ensuring proper evidence handling and information sharing among relevant parties.
EMT Basic/Driver
Southwest Ambulance
01.2005 - 06.2007
- Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to save lives and provide medical care.
- Collaborated with medical professionals to communicate patient needs with accuracy and speed using hospital and medical codes.
Warehouse Shipping Clerk/Delivery Driver, Shipping
Vertis Inc.
01.1999 - 08.2002
- Handled day-to-day shipping and receiving overseeing more than 100 packages per day.
- Read maps, followed oral and written instructions to make deliveries in a timely manner around Dallas/Fort Worth.
Education
Associate of Science - Criminal Justice
Maricopa Community Colleges, Rio Salado Community College
Tempe, AZ12-2008
Associates in Applied Science - Electronic Telecommunications
Eastfield Community College
Mesquite05.2003
High School Diploma -
Mesquite High School
Mesquite, TX05.1998
Skills
- Goal oriented team player
- Quality customer service
- Account management
- Multi-tasking capable
- Active listening
- Critical thinking
- Conflict resolution
Certification
- Arizona Property & Casualty License - 7 years
- Texas Property & Casualty License - 5 years
Timeline
Customer Service Representative
Ideal Insurance Agency
05.2022 - 12.2024
Insurance Agent
Wishwell Insurance Brokers
03.2021 - 04.2022
Insurance Agent
Colorado Insurance
10.2018 - 03.2021
Training Server/Shift Supervisor
Red Robin
07.2017 - 09.2021
Insurance Agent
Desert Breeze Insurance
07.2017 - 10.2018
Service Assistant
Tesla
03.2015 - 06.2017
Golf Course Groundskeeper
Eagle Mountain Country Club
04.2014 - 02.2015
Order Selector
US Foods
04.2013 - 01.2014
Order picker/Dock worker
Amazon.com
01.2011 - 04.2013
Police Officer
City of Avondale
06.2007 - 11.2009
EMT Basic/Driver
Southwest Ambulance
01.2005 - 06.2007
Warehouse Shipping Clerk/Delivery Driver, Shipping
Vertis Inc.
01.1999 - 08.2002
- Arizona Property & Casualty License - 7 years
- Texas Property & Casualty License - 5 years
Associate of Science - Criminal Justice
Maricopa Community Colleges, Rio Salado Community College
Associates in Applied Science - Electronic Telecommunications
Eastfield Community College
High School Diploma -
Mesquite High School
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