Summary
Overview
Work History
Education
Skills
Certification
Timeline
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KEVIN KRAPF

Knoxville,TN

Summary

Top-performing CSR aspiring to grow within the company and add value to the greatest degree possible. Subject matter expert on Claimspay products with a proven track record of effectiveness, efficiency, and ability to resolve complex technical issues.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Service Representative

One Inc
01.2023 - Current
  • Demonstrated excellent time-management skills and efficiency by maintaining an average handle time of 6 minutes and 37 seconds per call (compared to a departmental average of 10 minutes and 45 seconds).
  • Enhanced overall service levels by maintaining a personal first call resolution percentage of 78.8% compared to the departmental average of 66.3%.
  • Recognized by team leads and peers as a subject matter expert on Claimspay products, assisting customers on 6,358 total inbound calls during 2023.
  • Created Sharepoint knowledge base articles for Venmo/Paypal scenarios, filling in product knowledge gaps and reducing customer escalations.
  • Resolved customer complaints with tactful empathy, resulting positive Voice of the Customer feedback reviews and trustful long-standing relationships with customers.
  • Provided shadowing, coaching, and mentoring to 15+ CSR new hires, contributing to their successful integration into the team.
  • Participated in cross-functional initiatives like the product backlog team, aimed at enhancing our products and solving complex technical issues.
  • Demonstrated dedication to personal development by earning a Black Belt in Lean Six Sigma from SSGI (Six Sigma Global Institute).

Elavon Customer Activation and Technical Support

Elavon
09.2015 - 05.2017
  • Assisted 20 customers daily on average by activating their vendor accounts and training them on using their point of sale machines, resolving any technical issues that arose in the process.
  • 7x recipient of the MVP of the Month Certificate.
  • 8x recipient of the 100% Call Monitoring Score Certificate.
  • Facilitated conference calls with customers and their sales representatives to ensure the successful set up and activation of high profile customers.
  • Solved difficult technical issues with minimal guidance and escalated situations as needed to expedite resolutions.
  • Demonstrated excellent communication and soft skills over the phone, email, and in-person.
  • French Bilingual- Completed activation and training for all new accounts with French speaking customers from the Quebec sector as well as the U.S.

Education

Master of Music in Jazz Percussion Performance -

University of Tennessee Knoxville
01.2015

Bachelor of the Arts in Music -

Maryville College
01.2012

Skills

  • Attention to Detail
  • Investigative Skills
  • Product Knowledge
  • Analytical Problem Solving

Certification

Black Belt in Lean Six Sigma (Six Sigma Global Institute)

Timeline

Customer Service Representative

One Inc
01.2023 - Current

Elavon Customer Activation and Technical Support

Elavon
09.2015 - 05.2017

Master of Music in Jazz Percussion Performance -

University of Tennessee Knoxville

Bachelor of the Arts in Music -

Maryville College

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KEVIN KRAPF