Kevin Hyde
Customer Service
Inverness,FL
Summary
Customer Service Agent with 12 years of experience generating revenue through inbound/outbound calls to prospective customers. Offers exceptional service, product knowledge and effective products to best fit customer needs. Acts as first point of contact with new customers and manages and works with existing customers through repeat sales experiences. Utilizing three screens maximizing call flow/control. Working off a 300 mb down 10 mb up internet speed.
Overview
12
12
years of professional experience
Work History
Inbound/Outbound Customer Service
OneSupport
02.2021 - 12.2023
- Contracted call center company working currently with TWC (Texas workforce commission) filing unemployment claims and investigating potential fraud.
- Contract with TWC ended 12/31/2022. Contract with consolidated communications picked up after short furlough. Worked solving IT issues with peoples internet connections and devices. Picked up contract for port of Seattle parking reservations line. Employment ended 12/23/2023
- Adhered to strict confidentiality guidelines, protecting customer privacy and sensitive data at all times.
- Delivered prompt service to prioritize customer needs.
- Educated customers on company systems, form completion, and access to services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Displayed empathy towards customers'' needs, creating positive experience despite challenging circumstances that may have led them to reach out for assistance initially.
- Educated customers on offerings and upsold products and services to increase revenue.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Wendy's Crew Member
Wendys
02.2019 - 10.2020
- Cooked all food to order ensuring adherence to company quality standards.
- Operated fryers and grills according to instructions to maintain safety and food quality.
- Organized food preparation stations and replenished supplies regularly.
- Assisted in preparing food by cutting, chopping and marinating meats, vegetables and fruits.
- Maintained cleanliness and organization of all line workstations.
- Prepared food items such as deli and hot sandwiches to meet customer specifications.
- Supported other kitchen team members when needed.
- Ensured proper food storage protocols were followed, contributing to improved food safety measures.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Handled over 200 customers per day
Advanced Wireless Gateway Repair Tech
Support.com
11.2017 - 02.2018
- Recorded completed repairs, all further repairs required and parts to be ordered on service call ticket.
- Specialized in Wireless Gateway systems and home computer based tool programs to complete inspections of hardware and detailed repairs to achieve operational efficiency.
- Maintained customer relations by solving their internet issues quickly and accurately.
- Utilized variety of tools and diagnostic equipment to complete repairs.
- Answered/solved over 30 calls/issues per day.
Cashier/Customer Service
Walmart
10.2016 - 07.2017
- Assisted with purchases, locating items and signing up for rewards programs.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Worked closely with front-end staff to assist customers and maintain satisfaction levels.
- Wrapped items and bagged purchases properly to prevent merchandise breakage.
- Properly verified customer identification for alcohol or tobacco purchases.
- Scanned customer purchases, supporting transactions to streamline sales process.
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
- Operated cash register, collected payments and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
- Inspected items for damage and obtained replacements for customers.
- Processed over 100 transactions per day with exceptional accuracy.
- Processed all sales transactions accurately and promptly to prevent long customer wait times.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Contributed to store success by maintaining high standards of cleanliness
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled cash with high accuracy and took care to check bills for fraud.
- Operated cash register to record transactions accurately and efficiently.
- Monitored self-checkout systems and provided help in resolving complex problems.
Cashier, Dock to Stock, Floor Associate
Big Lots
12.2014 - 10.2016
- Maintained clean and clutter-free front-end area.
- Re-stocked check-out line and end-cap displays with new merchandise.
- Collected and relocated shopping carts, baskets and reusable bags to appropriate areas.
- Greeted customers upon arrival and offered assistance with locating store merchandise.
- Operated register for cash, check and credit card transactions, maintaining 100% accuracy.
- Processed and completed cash or credit transactions accurately.
- Packaged, transported, and loaded customer orders into shopping carts and vehicles for carry-out or pick-up service.
- Assisted with purchases, locating items and signing up for rewards programs.
- Learned roles of other departments to provide coverage and keep store operational.
- Inspected items for damage and obtained replacements for customers.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Rotated inventory from oldest to newest to maintain fresh stock.
- Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
- Prioritized sanitation, safety and health standards in work areas to meet OSHA requirements.
- Scanned customer purchases, supporting transactions to streamline sales process.
- Processed several transactions per day with exceptional accuracy.
- Worked closely with front-end staff to assist customers and maintain satisfaction levels.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Wrapped items and bagged purchases properly to prevent merchandise breakage.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Oversaw merchandising and displays, signage, decorations and cleaning to maintain safety and readiness for customers.
- Built loyal customer base by delivering excellent service and stocking in-demand products.
- Processed all sales transactions accurately and promptly to prevent long customer wait times.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Helped customers find specific products, answered questions and offered product advice.
- Received payments for Big Lots furniture payment plans and issued receipts.
- Shared product knowledge with customers and offered personal recommendations to boost upselling and cross-selling goals.
- Collaborated with Management to recruit and develop personnel and cultivate top performance.
- Reorganized sales floor to optimize customer flow and improve product visibility.
- Welcomed customers, offering assistance to help find necessary store items.
- Developed rapport with regular customers, offering personalized service that fostered brand loyalty.
- Processed refunds and exchanges in accordance with company policy.
Education
High school diploma -
Valley Regional High School
Deep River, CT07.2007
Skills
- Courteous demeanor
- Team-oriented
- Resourceful
- 30WPM
- Building rapport
- Problem Resolution
- System implementation
- Quality Assurance
- Verbal Communication
- Critical Thinking
Assessments
- Customer focus & orientation, Proficient, Responding to customer situations with sensitivity
- Technical support: Customer situations, Proficient, Responding to technical support situations with sensitivity
- Technical support, Proficient, Performing software, hardware, and network operations
- Sales skills, Proficient, Influencing and negotiating with customers
- Customer service, Proficient, Identifying and resolving common customer issues
Timeline
Inbound/Outbound Customer Service
OneSupport
02.2021 - 12.2023
Wendy's Crew Member
Wendys
02.2019 - 10.2020
Advanced Wireless Gateway Repair Tech
Support.com
11.2017 - 02.2018
Cashier/Customer Service
Walmart
10.2016 - 07.2017
Cashier, Dock to Stock, Floor Associate
Big Lots
12.2014 - 10.2016
High school diploma -
Valley Regional High School