Kevin Menard
Jacksonville,FL
Summary
Customer-focused service and support professional with several years of experience resolving issues, mediating conflict, and improving service outcomes. Strong skills in time management, teamwork, and sales support to drive customer satisfaction. Dedicated to loyalty through responsive communication and effective problem resolution.
Overview
12
12
years of professional experience
Work History
Call Center Representative
Fanatics
Jacksonville, Florida
10.2024 - 10.2026
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Communicated clearly with customers, delivering information in an easily understandable manner
- Resolved customer issues with empathy, fostering positive relationships and loyalty
- Handled complaints with care, demonstrating understanding and commitment to customer satisfaction
- De-escalated upset callers through calm, professional communication and active listening.
- Managed return requests, ensuring seamless transactions and positive customer experiences
- Ensured consistent messaging across channels, enhancing customer understanding and trust
- Proactively identified opportunities to upsell additional products or services during customer interactions. to upsell additional products or services when appropriate.
- Analyzed data collected during each call in order to identify trends in customer feedback.
Aviation Boatswain's Mate Handler
US Navy
Jacksonville, Florida
04.2020 - 10.2024
- Directed aircraft movement on US Navy flight deck using standardized hand signals.
- Chocked and chained aircraft aboard carrier deck during launch and recovery operations.
- - Communicated critical information swiftly to ensure smooth flight deck operations.
- - Coordinated communication among team members to ensure seamless flight deck operations.
- Operated tow tractors to position aircraft within tight deck spaces.
- - Conducted regular inspections to ensure equipment met safety and operational standards.
- Worked on deck in various weather situations and under stressful conditions to maintain personnel safety and direct aircraft movements.
- Resolved radio spectrum interference issues to improve clarity of communication between units. between units to maintain optimal communication channels.
- Collaborated with maintenance teams to conduct repairs and restore full functionality, minimizing operational downtime.
Warehouse Worker
Lowes Foods LLC
Orlando, Florida
06.2019 - 04.2020
- Loaded and unloaded grocery shipments at Lowes Foods distribution center
- Picked orders using handheld scanners and pallet jacks
- Verified inventory counts against packing slips and warehouse records to ensure accuracy and prevent discrepancies
- Prepared and completed warehouse orders for delivery or pickup according to schedule.
- Organized storage areas to enhance accessibility and maintain safe warehouse flow
- Used pallet jacks to move items to and from warehouse locations.
- Assembled orders according to customer requests.
- Followed established guidelines for picking orders accurately.
Call Center Representative
Amazon
Jacksonville, FL
03.2015 - 06.2019
- Managed inbound Amazon calls regarding orders, returns, and account concerns, ensuring customer satisfaction.
- Addressed inbound Amazon customer calls about orders, returns, and account concerns, maintaining clear and professional communication.
- Resolved billing concerns through Amazon customer service tools and policy guidelines.
- Collaborated with team members to troubleshoot and resolve complex customer issues, enhancing team efficiency.
- Maintained clear and professional communication during every customer interaction.
- Escalated complex issues to Amazon support teams using proper case procedures.
- Verified account details and protected customer information during each interaction.
Education
Associate of Science -
Florida State College
Jacksonville, FL03-2025
Skills
- Customer service
- Call management
- Call escalation
- CRM utilization
- Order tracking
- Billing resolution
- Case management
Timeline
Call Center Representative
Fanatics
10.2024 - 10.2026
Aviation Boatswain's Mate Handler
US Navy
04.2020 - 10.2024
Warehouse Worker
Lowes Foods LLC
06.2019 - 04.2020
Call Center Representative
Amazon
03.2015 - 06.2019
Associate of Science -
Florida State College