Summary
Overview
Work History
Education
Skills
Timeline
SeniorSoftwareEngineer
Kevin Mickiewicz

Kevin Mickiewicz

CHICO,CA

Summary

I have worked in customer service and call center sales for 25+ years. I have managed teams that ranged from 5 to 25 people. Most recently, I ran the customer service department for an E-commerce start up.

Overview

10
10
years of professional experience

Work History

Customer Operations Manager

Morecommerce Inc
06.2022 - 05.2024
  • Championed best practices for managing escalations by effectively resolving high-priority issues with minimal impact on customer experience.
  • Oversaw vendor relationships to ensure optimal service levels at competitive pricing while meeting contractual obligations.
  • Spearheaded cross-functional projects to enhance overall business operations, resulting in reduced costs and increased productivity.
  • Implemented quality control measures to ensure accuracy in all customer interactions, reducing errors and enhancing satisfaction rates.
  • Conducted regular performance reviews of direct reports to identify strengths as well as areas requiring additional coaching or mentoring.
  • Analyzed trends in customer feedback for opportunities to improve products or services offerings, informing product development initiatives.
  • Mentored team members to advance their skills and knowledge, fostering growth within the company.
  • Evaluated new tools and technologies for potential implementation, enhancing operational efficiency and customer experience where applicable.
  • Enhanced customer satisfaction by implementing efficient operational processes and addressing customer concerns promptly.
  • Led projects and implementations of internal processes, methodologies and tools to improve business performance.
  • Managed daily workflow of the customer support team, ensuring timely response and resolution of customer inquiries.

Customer Service Representative

Ferguson Enterprises/Build.com
01.2014 - 05.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Education

GED -

Provo High School
Provo, UT

Skills

  • Operational Efficiency
  • Client satisfaction
  • Collaborative mindset
  • Compliance Management
  • Staff Development
  • Teamwork and Collaboration
  • Customer Service
  • Team Leadership
  • Decision-Making
  • Customer Service Management
  • Effective leader
  • Relationship Building
  • Operations Management
  • Goal Setting
  • Delegating Work
  • Performance Evaluation and Monitoring
  • Quality Assurance
  • Customer Retention
  • Data Analysis
  • Employee Development
  • Performance Improvements
  • Operations Oversight
  • Performance Improvement
  • Process Improvements
  • KPI Tracking
  • Data Management
  • Performance Evaluations
  • Desktops, Laptops, and Mobile Devices
  • Logistics

Timeline

Customer Operations Manager

Morecommerce Inc
06.2022 - 05.2024

Customer Service Representative

Ferguson Enterprises/Build.com
01.2014 - 05.2022

GED -

Provo High School

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Kevin Mickiewicz