KEVIN KIRBY
Goodyear,US
Summary
Competent, knowledgeable, and dedicated customer service professional with extensive experience in logistics. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing business.
Overview
3
3
years of professional experience
10
10
Customer Service/ Client relations
Work History
Insurance Retention Specialist
State Farm
05.2023 - Current
- Built constructive customer relationships to improve loyalty and recommendations.
- Identified changing customer needs and adapted service strategies to meet them.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Applied advanced skills in problem solving and making accurate decisions to implement strategies that brought about immediate results.
- Reviewed successes and failures to learn from previous mistakes.
- Handled over 50 incoming calls ranging from accepting payment, resolving issues their Agent was unable to.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
Lead Account Manager
MEI Business Consulting
08.2022 - 01.2024
- Contact customers to persuade them to purchase merchandise or services
- Explain products or services and prices and demonstrate use of products
- Prepare sales slips or sales contracts
- Maintain records related to sales
- Resolve customer complaints regarding sales and service
- Review operational records and reports to project sales and determine profitability
- Plan and direct staffing, training, and performance evaluations to develop and control sales.
- Increased client satisfaction by providing exceptional account management and timely resolution of issues.
- Developed and maintained strong relationships with key clients, resulting in increased retention rates and revenue growth.
Project Manager
Fulcrum Steel
05.2022 - 08.2022
- Manage project execution to ensure adherence to budget, schedule, and scope.
- Prepare project status reports by collecting, analyzing, and summarizing information and trends
- Monitored performance of project team members, providing and documenting performance feedback
- Confer with project personnel to identify and resolve problems
- Assign duties, responsibilities, and spans of authority to project personnel.
- Direct or coordinate activities of project personnel
- head Submit project deliverables, ensuring adherence to quality standards.
Senior CX Advocate
Carvana
01.2021 - 04.2021
- Keep records of customer interactions or transactions, details of inquiries, complaints, or comments, and actions are taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Check to ensure that appropriate changes were made to resolve customers' problems
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems
- Provide 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.
Education
Bachelor of Science - Architectural And Building Sciences
01.2029
Skills
- Cross-Functional Communication
- Performance Evaluation
- Offer Development
- Trend Tracking
- Customer Relations
- Procedure Compliance
- Organizational Development
- Strategic Planning
Accomplishments
“Passion Award” at Carvana! This prestigious recognition is bestowed upon individuals who wholeheartedly express their love and dedication to our shared values, both with clients and colleagues. When given the top achievement my individual passion and commitment had not gone unnoticed.
Timeline
Insurance Retention Specialist - State Farm
05.2023 - Current
Lead Account Manager - MEI Business Consulting
08.2022 - 01.2024
Project Manager - Fulcrum Steel
05.2022 - 08.2022
Senior CX Advocate - Carvana
01.2021 - 04.2021
Acadamy of Art University - Bachelor of Science, Architectural And Building Sciences
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