Kevin Kirby
Phoenix,AZ
Summary
Experienced customer service representative with a strong focus on effective communication, both written and verbal. Skilled in active listening and adept at solving problems analytically. Committed to enhancing customer experiences by consistently employing service-oriented behaviors. Possesses a deep understanding of customer desires and is dedicated to providing customized solutions that foster loyalty.
Overview
4
4
years of professional experience
Work History
CEO CO-OWNER/Startup Founder
Curating Bliss LLC Residential and Commercial Firm
Greater Phoenix, AZ
05.2022 - Current
- Achieved company growth by implementing strategic plans and streamlining operations.
- Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Enhanced brand reputation with effective marketing campaigns and public relations efforts.
- Implemented cost-saving initiatives to reduce operational expenses without sacrificing quality.
- Ensured regulatory compliance by developing robust policies, procedures, and internal controls.
- Drove profitability with thorough financial analysis and strategic decisionmaking.
Customer Service Representative II (Fully Remote)
Rheem Manufacturing Company
Mobile, AL
04.2024 - Current
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Senior Retention Specialist
State Farm Mutual Automobile Insurance Company
Tempe, AZ
05 2023 - 02 2024
- Developed and implemented customer retention strategies, resulting in a decrease in customer churn rate
- Proactively reached out to customers to address their concerns, resolve issues, and ensure a positive customer experience
- Conducted customer satisfaction surveys, analyzed feedback, and implemented necessary improvements to enhance overall customer satisfaction
- Utilized CRM software to track customer interactions, monitor customer behavior, and identify opportunities to strengthen customer relationships
- Collaborated with cross-functional teams to develop and implement upselling and cross-selling strategies, resulting in an increase in revenue from existing customers
- Provided exceptional customer service, demonstrating empathy, patience, and professionalism in resolving customer inquiries and complaints
- Actively listened to customer needs, identified opportunities to upsell products or services, and effectively communicated value propositions
- Consistently met or exceeded customer service targets.
- Developed new strategies for customer retention activities.
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
Lead Account Manager
MEI Business Consulting
08.2022 - 06.2023
- Explained products or services and prices and demonstrated the use of products
- Planned and directed staffing, training, and performance evaluations to develop and control sales and service programs.
- Achieved or exceeded company-defined sales quotas.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Managed accounts to retain existing relationships and grow share of business.
- Negotiated prices, terms of sale and service agreements.
Project Manager
Fulcrum Steel
05.2022 - 02.2023
- Managed project execution to ensure adherence to budget, schedule, and scope
- Prepared project status reports by collecting, analyzing, and summarizing information and trends
- Monitored the performance of project team members, providing and documenting performance feedback
- Conferred with project personnel to identify and resolve problems
- Assigned duties, responsibilities, and spans of authority to project personnel
- Reported regularly to managers on project budget, progress, and technical problems.
- Recruited and oversaw personnel to achieve performance and quality targets.
Senior CX Advocate
Carvana
Tempe, AZ
02.2021 - 04.2022
- Provided employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
- De-escalated customers, implemented company policy in escalated situations, and ran responsible business practices to come to a solution.
- Achieved positive outcomes for clients by providing thorough legal research and drafting persuasive arguments.
- Investigated and resolved accounting, service and delivery concerns.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Education
Bachelor of Science - Architecture
Academy of Art University
San Francisco, CA (Online)07.2028
Skills
- Personnel Management
- Active Listening
- Teamwork and Collaboration
- Customer Account Management
- Compliance requirements
- Product Development
- Complaint Handling
- Reporting and analysis
- Customer Retention Strategies
- Product Knowledge
- Information Security
- Call Management
- Report Generation
Timeline
Customer Service Representative II (Fully Remote)
Rheem Manufacturing Company
04.2024 - Current
Lead Account Manager
MEI Business Consulting
08.2022 - 06.2023
CEO CO-OWNER/Startup Founder
Curating Bliss LLC Residential and Commercial Firm
05.2022 - Current
Project Manager
Fulcrum Steel
05.2022 - 02.2023
Senior CX Advocate
Carvana
02.2021 - 04.2022
Senior Retention Specialist
State Farm Mutual Automobile Insurance Company
05 2023 - 02 2024
Bachelor of Science - Architecture
Academy of Art University