Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
Timeline
Generic

Kevin Marsh

Wolfforth

Summary

Dynamic Subject Matter Expert at Optimum with a strong focus on project management and customer service excellence. Proven ability to implement process improvements that drive operational efficiency and enhance customer satisfaction. Skilled in data analysis and team collaboration, consistently delivering innovative solutions through effective communication.

Overview

16
16
years of professional experience

Work History

Subject Matter Expert

Optimum
Lubbock
04.2020 - 03.2025
  • Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Offered one-on-one support for team members and managers to drive continuous improvement.
  • Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
  • Identified needs of customers promptly and efficiently.
  • Assessed company operations for compliance with safety standards.
  • Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
  • Managed multiple projects simultaneously while adhering to tight deadlines.
  • Analyzed company's expenditures and developed financial models.
  • Mentored junior staff members on best practices related to product design and implementation strategies.
  • Wrote and submitted reports on industry trends, prompting managers to develop business plans.
  • Analyzed key performance indicators to identify effective strategies.
  • Facilitated training sessions for new employees on company policies and procedures.
  • Audited company's legal documents to verify compliant policies and procedures.
  • Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
  • Created technical documentation including system diagrams, process flow charts, and white papers.
  • Implemented strategies to take advantage of new opportunities.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Resolved escalated customer issues in a timely manner while maintaining positive relationships.
  • Maintained positive working relationship with fellow staff and management.
  • Evaluated needs of departments and delegated tasks to optimize overall production.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Organized client meetings to provide project updates.
  • Worked closely with human resources to support employee management and organizational planning.
  • Monitored operations and reviewed records and metrics to understand company performance.
  • Set specific goals for projects to measure progress and evaluate end results.
  • Created plans to propose solutions to problems related to efficiency, costs or profits.
  • Determined consumer needs to provide products and services appealing to larger market.
  • Created detailed reports on project progress, metrics, and results for stakeholders' review.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Conducted testing of software and systems to ensure quality and reliability.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Achieved cost-savings by developing functional solutions to problems.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Worked effectively in team environments to make the workplace more productive.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Recognized by management for providing exceptional customer service.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Prioritized and organized tasks to efficiently accomplish service goals.

Strategic Sales Support Specialist

Suddenlink Business Services
Lubbock
04.2012 - 04.2020
  • Created detailed reports on customer feedback and sales trends.
  • Fielded customer queries, providing clear, accurate answers to technical questions and support requests.
  • Provided timely responses to customer inquiries, ensuring high levels of customer satisfaction.
  • Compiled data from multiple sources for use in presentations or other materials.
  • Identified customer needs by asking questions and advising on best solutions.
  • Scheduled meetings between sales representatives and potential clients.
  • De-escalated irate customers with communication skills and sales expertise.
  • Participated in weekly team meetings to discuss strategies for achieving goals.
  • Provided technical support to customers via phone or email.
  • Maintained accurate records of customer orders and inquiries.
  • Processed sales orders and managed order fulfillment to ensure accurate and timely delivery.
  • Managed multiple projects simultaneously while meeting strict deadlines.
  • Performed quality assurance checks on outgoing orders before shipment.
  • Engaged casual shoppers to provide information about featured products and recommend merchandise, driving sales opportunities.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Maintained positive brand identity, leveraging strategic customer relation initiatives to promote affirmative relationships with clients and partners.
  • Automated contact management systems to ensure excellent client organization and goal alignment.
  • Conducted market research to identify trends and support sales strategies.
  • Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
  • Adhered to established policies and procedures when handling customer information.
  • Assisted in the development and implementation of sales policies and procedures to streamline operations.
  • Generated quotes for customers based on their individual needs.
  • Tracked sales leads and opportunities within the company's CRM system.
  • Developed and maintained detailed customer databases to enhance sales team efficiency.
  • Met performance standards consistently for answer rate, handle time and service quality.
  • Greeted and assisted customers to foster positive experiences.
  • Facilitated communication between sales, marketing, and product development teams to align strategies.
  • Developed relationships with key clients to ensure satisfaction and repeat business.
  • Conducted market research to identify new sales opportunities.
  • Provided after-sales support, addressing any customer concerns and ensuring a positive customer experience.
  • Provided technical assistance to customers in configuring product settings.
  • Maintained up-to-date knowledge of industry trends and emerging technologies to support sales efforts.
  • Collaborated with the marketing team to develop promotional activities and materials that support sales goals.
  • Managed CRM system, ensuring accurate data entry and providing reports for sales analysis.
  • Conducted market research to identify selling possibilities and evaluate customer needs.
  • Answered customer inquiries regarding products, pricing, and availability.
  • Followed-up with sales teams and customers with complex issues to coordinate resolutions.
  • Answered high volume of calls in fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs.
  • Supported the sales team in achieving monthly and quarterly sales targets by providing administrative and technical support.
  • Monitored competitor activities and provided insights to the sales team for competitive positioning.
  • Produced sales documents, finalized deals and filed records.
  • Entered data into spreadsheets to track customer interactions and project progress.
  • Recognized security risks to properly handle situations.
  • Coordinated with logistics teams to ensure timely delivery of products to customers.
  • Reduced process lags by training employees on best practices and protocols.
  • Resolved order issues by consulting with appropriate departments.
  • Facilitated training sessions for the sales team on new products, technologies, and sales techniques.
  • Analyzed current processes, identified areas of improvement, and implemented changes.
  • Provided administrative support to the sales team as needed.
  • Drove sales of company products and services by meeting with customers using strategic and organized approach.
  • Trained new sales support staff on internal processes and customer service best practices.
  • Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
  • Processed customer orders, exchanges and returns and kept customers informed about progress.
  • Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
  • Tracked inventory levels to ensure product availability for customers.
  • Listened to customer needs to identify and recommend best products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.

Commercial Techinical Support Representative

Suddenlink Business Services
Lubbock
11.2011 - 04.2012
  • Assisted customers with their accounts, billing information, and product orders.
  • Assessed customer needs, identified issues, and provided solutions for customer inquiries.
  • Prioritized tasks based on urgency and importance of the issue being reported by the customer.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Applied account feedback to identify service deficiencies and develop solutions.
  • Developed departmental goals and standards in line with supporting organization's mission and strategic vision.
  • Improved internal processes to increase customer response times and employee productivity.
  • Adhered to company policies and procedures while providing excellent customer service.
  • Monitored staff interactions with customers to provide real-time coaching.
  • Evaluated performance of support staff and provided coaching to improve performance.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Oversaw daily performance of computer systems.
  • Strategized long-term business needs and applied customer feedback for process improvements.
  • Collected, analyzed and reported on data for use in operational planning.
  • Demonstrated strong problem-solving skills to diagnose and troubleshoot technical issues.
  • Responded promptly to all incoming requests for assistance from customers.
  • Reported concerns and recommendations from clients and employees to senior management.
  • Supervised and directed workers engaged in installation of data communication equipment and software.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Provided ongoing training to maintain productivity and effectiveness of staff.
  • Utilized various software programs such as Microsoft Office Suite and Salesforce for daily duties.
  • Consulted with customers to gather and define requirements.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Implemented company-wide policy changes and initiatives to improve support capabilities.
  • Maintained detailed records of customer interactions in a CRM system.
  • Maintained audit trail and statistical records of problems and conditions reported by client.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Provided technical support to customers via phone, email and chat.
  • Recommended new products or services that could improve the overall experience for customers.
  • Monitored customer feedback to ensure satisfaction levels were met or exceeded expectations.
  • Fostered positive and inclusive team culture for support staff.
  • Resolved complex and escalated support issues.
  • Created knowledge base articles that addressed common customer questions or concerns.
  • Identified customer trends and reported them to management team.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
  • Actively listened to customers' concerns in order to provide accurate resolutions.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Analyzed data from previous interactions to anticipate potential problems before they arise.
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
  • Performed product training sessions with customers as needed.
  • Analyzed data to identify opportunities for improving support levels.
  • Developed relationships with customers through friendly conversations during each interaction.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Participated in weekly meetings with the support team regarding current projects or initiatives.
  • Provided follow up communication after resolving an issue to ensure satisfaction was achieved.
  • Maintained positive working relationship with fellow staff and management.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Resolved escalated customer complaints in a timely manner.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Worked with cross-functional teams to achieve goals.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Conducted testing of software and systems to ensure quality and reliability.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Worked effectively in team environments to make the workplace more productive.
  • Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
  • Recognized by management for providing exceptional customer service.
  • Operated a variety of machinery and tools safely and efficiently.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.

Residential Techincal Support Representative

Suddenlink
Lubbock
11.2008 - 11.2011
  • Created knowledge base articles that addressed common customer questions or concerns.
  • Reported concerns and recommendations from clients and employees to senior management.
  • Provided ongoing training to maintain productivity and effectiveness of staff.
  • Maintained positive working relationship with fellow staff and management.
  • Adhered to company policies and procedures while providing excellent customer service.
  • Utilized various software programs such as Microsoft Office Suite and Salesforce for daily duties.
  • Responded promptly to all incoming requests for assistance from customers.
  • Strategized long-term business needs and applied customer feedback for process improvements.
  • Maintained detailed records of customer interactions in a CRM system.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Analyzed data to identify opportunities for improving support levels.
  • Provided follow up communication after resolving an issue to ensure satisfaction was achieved.
  • Consulted with customers to gather and define requirements.
  • Developed relationships with customers through friendly conversations during each interaction.
  • Monitored customer feedback to ensure satisfaction levels were met or exceeded expectations.
  • Maintained audit trail and statistical records of problems and conditions reported by client.
  • Conducted regular performance reviews and provided constructive feedback to team members.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Evaluated performance of support staff and provided coaching to improve performance.
  • Collected, analyzed and reported on data for use in operational planning.
  • Assessed customer needs, identified issues, and provided solutions for customer inquiries.
  • Applied account feedback to identify service deficiencies and develop solutions.
  • Resolved complex and escalated support issues.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Assisted customers with their accounts, billing information, and product orders.
  • Oversaw daily performance of computer systems.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Implemented company-wide policy changes and initiatives to improve support capabilities.
  • Actively listened to customers' concerns in order to provide accurate resolutions.
  • Participated in weekly meetings with the support team regarding current projects or initiatives.
  • Demonstrated strong problem-solving skills to diagnose and troubleshoot technical issues.
  • Developed departmental goals and standards in line with supporting organization's mission and strategic vision.
  • Prioritized tasks based on urgency and importance of the issue being reported by the customer.
  • Analyzed data from previous interactions to anticipate potential problems before they arise.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Provided technical support to customers via phone, email and chat.
  • Resolved escalated customer complaints in a timely manner.
  • Identified customer trends and reported them to management team.
  • Monitored staff interactions with customers to provide real-time coaching.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Performed product training sessions with customers as needed.
  • Fostered positive and inclusive team culture for support staff.
  • Recommended new products or services that could improve the overall experience for customers.
  • Improved internal processes to increase customer response times and employee productivity.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Achieved cost-savings by developing functional solutions to problems.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Completed day-to-day duties accurately and efficiently.
  • Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
  • Updated and maintained databases with current information.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Worked effectively in team environments to make the workplace more productive.
  • Maintained updated knowledge through continuing education and advanced training.
  • Worked with cross-functional teams to achieve goals.
  • Operated equipment and machinery according to safety guidelines.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.

Education

High School Diploma -

Frenship Sr. Highschool
Wolfforth, TX
05-1999

Skills

  • Technical documentation
  • Project management
  • Data analysis
  • Customer service
  • Process improvement
  • Compliance auditing
  • Team collaboration
  • Employee training
  • Customer relationship management
  • Problem solving
  • Quality assurance
  • Time management
  • Market research
  • Communication skills
  • Teamwork and collaboration
  • Contract negotiation
  • Effective communication
  • Sustainability strategies
  • Organizational skills
  • Strategic planning
  • Business analysis
  • Conflict resolution
  • Lean management
  • Forecasting
  • Process analysis
  • Logistics coordination
  • Analytical skills
  • Operational risk management
  • Active listening
  • Experience in leadership
  • Adaptability and flexibility
  • Innovative mindset
  • Problem-solving abilities
  • Attention to detail
  • Decision-making
  • Cross-functional team leadership
  • Sales strategies
  • Product development
  • Creative solutions
  • Team building
  • Multitasking capacity
  • Operational efficiency
  • Task prioritization
  • Goal setting
  • Content management expertise
  • Problem-solving
  • Time management abilities
  • Operational Streamlining
  • Customer focus
  • Marketing strategy
  • Quantitative skills
  • Analytical thinking
  • Adaptability
  • Workflow optimization
  • Written communication
  • Training and mentoring
  • Excellent communication
  • Business strategy development
  • Report exceptions
  • Multitasking
  • Audit reporting
  • Business intelligence
  • Strong analytical skills
  • Business development
  • Professionalism
  • Business continuity planning
  • Sales forecasting
  • Commission structures
  • Organizational development
  • Improvement plans
  • Project restructuring
  • Coordinate supplies
  • Financial analysis
  • Key performance indicators

Affiliations

I am always about going above and beyond to meet customer expectations. I work well with others, very dependable. I am great at multi-tasking and work well in high level environments. I have worked for the same company going on 18 years in several departments . I am good with computers and multiple types of software/hardware. Always up for a new challenge myself to have any opportunity for career advancement.

Accomplishments

I received multiple awards for Top Sales Support Representative while working for Suddenlink Business Services. I was nominated for Presidents Club and also received an award for Foot Print Top Outside SSR

Languages

English
Professional

Timeline

Subject Matter Expert

Optimum
04.2020 - 03.2025

Strategic Sales Support Specialist

Suddenlink Business Services
04.2012 - 04.2020

Commercial Techinical Support Representative

Suddenlink Business Services
11.2011 - 04.2012

Residential Techincal Support Representative

Suddenlink
11.2008 - 11.2011

High School Diploma -

Frenship Sr. Highschool

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